Removing ACD 1

[bliemsgirl]

Hi Guys,

I have a problem removing an ACD on an option 11C. The ACD number is 7700 and I noticed that sometimes one of my trunks happens to use this number and then it keep the trunk busy until I disable it again.
I tried outing it in LD 23, but when I do I get the message that I cannot delete it because there are Agents that are using the number. When I do a print in LD 20 I don't see any agents that use the 7700, what else can I do to delete this?

Thanks

 

[morgansdad]

You have to out all agents/references belonging to Queue 7700 before you can out the queue itself.

 

[srmega41]

If I remember correctly, this is part of the default database, or models, that can be used in the option 11. The 7700 is a voicemal ACD, and the "agents" are the voicemail ports. The error message is correct, that you have to remove the models before you can out the ACD.

It has been a long time since I had to pull that out of a system, I will need to do some research and post back.

Scott M.

 

[srmega41]

YES! 7700 is the Central Answering position for the pre-prgrammed database. To remove it, you will need to remove the "model" of the phone where these agents reside. The model is type 60, so you will need to remove it in LD 11 for both the 2616 and 2216 version.

REQ OUT
TYPE 2616M <--  This is for the Model that is a CAP Agent
MODL  60

REQ  OUT
TYPE 2216M <--  This is the other Model for the CAP
MODL  60

I looked through the book, and that is the only place the CAP is listed. Try this, then try to out your ACD again. You can also print these out, by replacing OUT with PRT, then leaving the MODL entry blank. This will show you all models for that phone type. There are Model 500 sets, 2008, 2216, and 2616's. There is also a number of other models in the 7000 range, like:

7750 is another ACD queue
7800 - 7811 are MerMail Position ID's
7830 - 7841 are MerMail Agent extensions
7900 - 7919 are Park extensions.

Hope this helps,

Scott M.

 

[bliemsgirl]

Ok I tried removing everything that was associated with MMail, but I still cannot remove the 7700.

 

[srmega41]

Did you print the MODL's for 2216's and 2616's? Try that and see if anything was missed. I would also print the MODL's for 2008, just in case.

Also, check in LD 15 to see if it is defined there, you may need to change it before the queue can go away.

Scott M.

 

[srmega41]

BTW, 2216 Model 20 and 2216 model 30 are ACD agents for the generic 7750 ACD queue.

Scott M.

 

[bliemsgirl]

Nope printing the 2216 and 2616 didn't bring up anything. Neither did a CAP either.
The only 2616's that are in my system are those that are being used by my HMS system.

What can I check in LD15?

 

[srmega41]

Are you making sure to add M to the back of the phone type?

Try this in LD 20:

REQ  PRT
TYPE 2XXXM <-- just like this
MODL <--hit enter

This will print out every 2000 model set programmed.

In LD 15, look at the ATDN in the CUST gate opener. It may be set to 7700. If so, you will need to change it to something else, it cannot be removed. If this has never been an issue for you, change it to a vacant number.

I cannot remember if ther is supposed to be a space between the last number and the "M" or not, so you may want to try both ways.

Scott M.

 

[bliemsgirl]

REQ PRT
TYPE 2XXXM <-- just like this
MODL <--hit enter

Nope I can't get anything to print this way. Don't see anything in the ATT_Data either. Any other ideas?

 

[srmega41]

Sorry, no. 7700 is a part of the pre-programmed database, and I have run into the issue you have now before, but never hit a snag so I could not remove it. I know that is where your issue is, I just cannot think why removing the MODL did not free up the queue.

When you print the queue, does it look normal? I admit I am stumped as to why it will not let you out the queue now.

I assumed you tried with and without a space, so I have run out of ideas....

Scott M.

 

[johnpoole]

whats the maxp and the ncfw set to?

john poole
bellsouth business
columbia,sc

 

[bliemsgirl]

The Maxp was set to 5 and I was able to change that to 1 without any problems. There was also no NCFW filled in, so I went ahead and put in 6107 which is the number of my attendent (3904M).

 

[johnpoole]

so if you dial 7700, the att answers? opt 11's have some strange issue's. i remember havign trouble with that same acddn back around rls 16. we did get it out but i think nortel had to remove it. is it in your mail anywhere.. vsdn table?

john poole
bellsouth business
columbia,sc

 

[bliemsgirl]

The customer has the Hospitality messaging server that handles their mail.
I didn't check dialing the 7700 is the 6607 picks up. I may need to call the customer and ask them to check that out for me.