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Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here.

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Old 11-19-2004, 12:44 PM   #1 (permalink)
Alison
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I'm attempting to determine if ACD-A is suitable to deploy by testing it in a simulation. Here is the queue and set programming.

TYPE ACD
CUST 0
ACDN 5019
MWC NO
MAXP 1
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 8888
FNCF NO
RTQT 0

TN 004 0 10 13
TYPE 3902
CDEN 8D
CTYP XDLC
CUST 0
FDN 8888
TGAR 1
NCOS 5
RNPG 0
SSU
LNRS 16
CLS CTD FBD WTA LPR PUA MTD FNA HTD TDD HFA GRLD
MWA RMMD SMWD AAD XHD IRA NID OLA VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTD SFD DDV CNID CDCA MSID DAPA BFED RCBD
MCTD CLBD AUTU
GPUD DPUD DNDA CFXA ARHD FITD CLTD ASCD
CFHD FICD NAID BUZZ AHD
DDGA NAMA
USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC MCBN
CPND_LANG ENG
RCO 0
HUNT
LPK 0
SPID NONE
AACS NO
DNDR 0
KEY 00 ACD 5019 0 6186
AGN
01 NRD
02 MSB
03 SCC 0216
04 TRN
05 MWK 8888
DATE 19 NOV 2004

If the set is on MSB it goes to voicemail. If on NRD or a second call comes in it rings no answer. Is that a limitation of ACD-A?
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Old 11-20-2004, 10:16 AM   #2 (permalink)
Steamer
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Sounds like it's working like ACD.
When all sets in the queue are NRD or on a call then calls queue until an agent is available.
You don't have a FRRT to give a recorded announcement so the system defaults to give ringback.
Steamer
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Old 11-20-2004, 10:43 AM   #3 (permalink)
Chas2002
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It's working correctly.

Not Ready allows the agent to perform tasks while suspending calls being presented to the set. Incoming calls are still stacked in queue and the caller will receive ringing or a RAN (if programmed)..

Chas2002
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