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ACD and CDN programming
2

ACD and CDN programming

ACD and CDN programming

(OP)
Hello. Can anyone tell me if there's a good doc to reference when trying to figure out what all the abbreviations mean when printing out ACD's and CDN's in LD 23? I've referenced the book on Automatic Call Distribution Fundamentals NN43001-551 but it seems some of them aren't in there. Most of the call centers built in our PBX were copied from others and it seems that most of the fields don't apply but are populated with numbers like OVTH, CWTH, BYTH, etc...We don't have any call centers that overflow into other call centers when all agents are busy. Also FRRT,SRRT,FRT,SRT for the first and second RAN assignments are populated but doesn't the script control that?

RE: ACD and CDN programming

If your system uses a ACD Contact Centre application, then most of the settings are controlled within the application and the settings found on the phone system in the command line programming won't always apply unless in fall back mode.

A fair amount of these prompts are usually left alone for most customers.
This is a useful link to get some answers at http://ghtrout.net/micromerl/index.html

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com
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RE: ACD and CDN programming

If you want to know what all the prompts mean the manual you want to look in is:

NN43001-611 - Software Input Output Reference — Administration

Like Firebird says if the CDN is acquired by a contact centre for example most of the control is down to the AACC. Then things like RAN routes only come into play when the AACC is down and you are in basic ACD.

RE: ACD and CDN programming

(OP)
Great guys, thanks for clarifying.

I have another situation that may be relevant in this discussion. I'm building a dummy ACD in order to get a peg count on calls transferred to an MCR. I have it working by creating a CDN that DFDN's to the ACD, then the ACD NCFW's to the MCR. I acquired the CDN in AACC/Config/CDN but I didn't build any script. I was reading about using NCFW in the books and I was concerned about the mention of LD 14 programming and having SUPN turned on. Do you know of any other factors that may affect the way I have this setup? Do I have to build a script to Route Calls? To elaborate, calls to this MCR will be coming through an existing menu built in App Builder. Option 4 is pointing to the CDN, which rings 3 phones with MCR's and unanswered calls go to VM.

Thanks in advance

RE: ACD and CDN programming

Call Flow over AACC CDN ACD/NCFW to MCR makes no sense

RE: ACD and CDN programming

(OP)
Can you elaborate AvayaHE? I need to be able to get a peg count on calls to this MCR. It's currently giving me that. All 3 phones with the MCR already have their DID and Rollover line on key 0 and 1 so I was unable to pull reports through our Call Accounting system. I'm open to suggestions

RE: ACD and CDN programming

Sorry , doesnt mean bad.
It's a bit unusual to use AACC
I wouldnt use ACD .
Better leads calls in AACC over a CDN
Then create a usual script with option end to mcr as an overflow or night routing if no agent logged in.
The report that will generated can match how many calls flows over that cdn.

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