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| Tags: agents, calls, routing, voicemail |
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 02-11-2005, 10:35 AM | #1 (permalink) | ||||||||
| Junior Member
Rep Power: 0  | Re: VoIP Trunk Questions I have an ACD group that used to send incoming callers to voicemail when all agents were unavailable, but another colleague transferred the SPV from one set to another. Now it doesn't work. So I want to have incoming calls sent to voicemail when all agents are either logged out or are on calls. We have an Nortel Option 11c Release 25, with CallPilot voicemail. The recorded voicemail is on 456. Here's the ACD info: TYPE ACD CUST 0 ACDN 456 MWC NO DSAC NO MAXP 10 SDNB NO BSCW NO ISAP NO AACQ NO RGAI NO ACAA NO FRRT SRRT NRRT FROA NO NCFW 199 FNCF NO FORC NO RTQT 0 SPCP NO OBTN NO RAO NO CWTH 1 NCWL YES CWLF 0 CWLW 0 BYTH 0 OVTH 2047 TOFT 2 HPQ NO OCN NO OVDN 199 IFDN OVBU LNK LNK LNK LNK EMRT MURT 14 RTPC NO STIO TSFT 20 HOML NO RDNA NO DAL NO RPRT YES RAGT 4 DURT 30 RSND 4 FCTH 20 CRQS 100 IVR NO Here's the SPV set: TYPE 2616 CDEN 8D CUST 0 AOM 0 FDN 199 TGAR 1 LDN NO NCOS 3 SGRP 0 RNPG 0 SCI 0 SSU LNRS 12 XLST CLS CTD FBD WTA LPR MTA FNA HTA ADD HFA MWA LMPN RMMD SMWD AAD IMD DOS XHD IRA NID OLD VCE DRG1 POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA CFTD SFA MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDD CDMD MCTD CLBD AUTU GPUA DPUA DNDA CFXA ARHD FITD CNTD CLTD ASCD CPFA CPTA ABDD CFHD FICD NAID BUZZ AHD DDGA NAMA DRDD EXR0 USRA ULAD RTDD RBDD RBHD OCBD FLXD FTTU MCBN CPND_LANG ENG RCO 0 HUNT 199 LHK 3 LPK 0 PLEV 02 AST IAPG 0 AACS NO ITNA NO DGRP PRI 01 MLWU_LANG 0 DNDR 0 KEY 00 ACD 456 0 6223 SPV 01 NRD 02 MSB 03 SCR 223 0 MARP CPND NAME Jane Doe XPLN 27 DISPLAY_FMT FIRST,LAST 04 TRN 05 AO6 06 CFW 15 07 08 OBV 09 AGT 6200 10 AGT 6201 11 AGT 6202 12 AGT 6203 13 AGT 6204 14 AGT 6205 15 I know there got to be a simple solution for this, but I've looked at everything that I know to look at.....LHK, HUNT, etc for every agent. Is there soemthing that I'm missing here? Thanks for your help. | ||||||||
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| 02-11-2005, 11:41 AM | #2 (permalink) | ||||||||
| Junior Member 
Location: Midwest Rep Power: 4 Gender:  Country:  | With CallPilot you need to use Interflow. You will not be able to interflow to the CallPilot CDN, so you need to set up a phantom that DCFW to Voicemail, then set up the following ACD prompts: TOFT - 2-1800 (time overflow in seconds -- pick a number from this range) OVDN - Leave Blank IFDN - Phantom Number that DCFW to Voicemail AENI - Yes This setting should send callers to voicemail within the TOFT time if all agents are busy. Is your NCFW sending callers to voice mail when agents are logged out? | ||||||||
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| 02-11-2005, 11:48 AM | #3 (permalink) | ||||||||
| Junior Member  pbxn is worried being an att contractor
Location: hillbilly heaven Rep Power: 6 Country:   | BCM Archlog You may also want to change the ovth (over flow threshold). Your current config. is set to the default threshold of 2047 seconds, waiting in queue. If you want calls to immediatly go to vm. if no one is available, change the ovth to 0 | ||||||||
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| 02-11-2005, 02:54 PM | #6 (permalink) | ||||||||
| Guest
| Jack, I know. We don't have a RAN Recording setup. The client has requested they would prefer to just leave a voicemail instead of waiting for a live person to pick up. Thanks for all your advice. I will try it out later, as I don't want to make any changes during business hours. | ||||||||
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| 02-11-2005, 02:55 PM | #7 (permalink) | ||||||||
| Junior Member
Rep Power: 0 | Jack, I know. We don't have a RAN Recording setup. The client has requested they would prefer to just leave a voicemail instead of waiting for a live person to pick up. Thanks for all your advice. I will try it out later, as I don't want to make any changes during business hours. | ||||||||
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| 02-13-2005, 10:50 PM | #8 (permalink) | ||||||||
| Junior Member
Rep Power: 0 | RE: One more question, and I'll let you be. So, right now with the caller's incoming calls not going to voicemail, it just rings and rings. How do I go about setting up a voicemail for callers waiting in the queue until the next available agent picks up? Thanks for your assistance. I really appreciate it! | ||||||||
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