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| Meridian Systems Welcome to the Nortel Meridian Forums Including Meridian Options 11-81C CS1000M Meridian Mail Call Pilot Companion and Sucession Hospitality OTM MAT MICB RAN NetGateway ..., and all other Applications |
| Tags: acd, confusion |
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 02-07-2003, 03:12 PM | #1 (permalink) | ||||||||
| Junior Member
Rep Power: 6  | m2616 display I am very novice at this but the entity i work for doesn't really want to provide me with any training, anyway here goes the question. Option 11C with meridian mail. I have a voice menu on dn 5800, option 3 on that menu goes to DN 5837 which is an acd agent queue with 4 agents. Problem is if all 4 agents are in calls or in busy mode, the phone just rings and rings. I am relatively new to my company but the people here swear it never used to do this, they said it used to go to a queue that had a message saying "your call is important, blah blah blah." Off the top of my head the vsdn table looks like so, 5800 voice menu, 5801 voice messaging, 5802 prompt maint. 5803 thru dial, and 5837 is ncfw or after hours. there's a couple i am missing there, but where do i need to start on this? Here's what the acd programming looks like on 5837 >ld 23 ACD000 MEM AVAIL: (U/P): 1206780 USED U P: 92926 60165 TOT: 1359871 DISK RECS AVAIL: 430 ACD DNS AVAIL: 292 USED: 8 TOT: 300 REQ prt TYPE acd CUST 0 ACDN 5837 TYPE ACD CUST 0 ACDN 5837 MWC NO DSAC NO MAXP 20 SDNB NO BSCW NO ISAP NO AACQ NO RGAI NO ACAA NO FRRT 12 FRT 10 SRRT 11 SRT 30 NRRT FROA NO NCFW 5800 FNCF NO FORC NO RTQT 0 SPCP NO OBTN NO RAO NO CWTH 1 NCWL NO BYTH 0 OVTH 2047 TOFT NONE HPQ NO OCN NO OVDN IFDN OVBU LNK LNK LNK LNK EMRT MURT RTPC YES STIO TSFT 20 HOML NO RDNA NO DAL NO RPRT YES RAGT 4 DURT 30 RSND 4 FCTH 20 CRQS 100 IVR NO Thanks in Advance, George | ||||||||
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| 02-10-2003, 10:36 AM | #2 (permalink) | ||||||||
| Junior Member
Location: Kansas Rep Power: 6 | Sending callers out on a different route George, Here are the prompts that would get you the recording you are looking for: FRRT 12 FRT 10 SRRT 11 SRT 30 Your first ran route is route 12 and is supposed to be played after 10 seconds of entering the queue. I would pring out route 12 and get the ACOD and dial the ACOD to see if you are getting a recording. | ||||||||
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| 02-10-2003, 11:36 AM | #4 (permalink) |
| Junior Member  | Sending callers out on a different route Like fonchick said.. go to LD 21 and print RDB for route 12. Look for the ACOD prompt.. then dial that number, as its your access code for that route. You should immediately get whatever recording is there. If you dont get a recording, then thats your problem. You either have a bad channel on your RAN, or check all the wiring.. could be loose going to one of the trunks. There is a possibility a ran trunk is disabled in software, but I think you'd get a fast busy. Those are the 1st things I'd check. |
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| 02-10-2003, 12:58 PM | #6 (permalink) |
| Junior Member | norstar ics with call poilot **[Okay I printed those out got the access code numbers]** You should only be looking at 1 ACOD number for that entire route. If you getting a fast busy after dialing the ACOD, then either there is a software issue (disabled or invalid), or it might not be recorded. Next you should go to LD 21 and to the following: REQ: LTM CUST 0 ROUT 12 TYPE TLS TKTP RAN ROUT 12 TN 015 0 00 07 MBER you may or may not have more than 1 trunk, not sure. Then go to LD 32 and STAT those trunks to make sure they are enabled. If they stat enabled, check your wiring to make sure nothing is hosed up. Also, another thing you need to verify, just to make sure.. go to LD 20 and print up the DNB 5837. The 1st line you see will be the ACDN, and all lines after that, should have a TN following it. Make sure all those TN's are manned if they are logged in. That also could cause ringing no answer if someone is logged in, but not at their seat accepting calls. Usually, I stat each card that in that queue and get the following type of response per card TN: REQ: STAT 25 00 = UNIT 00 = IDLE (2216 LOG IN ) 01 = UNIT 01 = UNEQ 02 = UNIT 02 = IDLE (2216 LOG IN ) 03 = UNIT 03 = IDLE (2216 LOG OUT) 04 = UNIT 04 = BUSY (2216 LOG IN ) 05 = UNIT 05 = IDLE (2216 LOG IN ) 06 = UNIT 06 = IDLE (2216 LOG IN ) 07 = UNIT 07 = BUSY (2216 LOG IN ) 08 = UNIT 08 = IDLE (2616 LOG OUT) 09 = UNIT 09 = BUSY (2616 LOG OUT) 10 = UNIT 10 = UNEQ 11 = UNIT 11 = IDLE (2616 LOG OUT) 12 = UNIT 12 = IDLE (2616) 13 = UNIT 13 = IDLE (2616) 14 = UNIT 14 = BUSY (2216 LOG IN ) 15 = UNIT 15 = IDLE (2008 MSB LOG OUT) 16 = UNIT 16 = UNEQ 17 = UNIT 17 = UNEQ [Edited on 10/2/2003 by Buckshot] |
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| 02-10-2003, 02:32 PM | #8 (permalink) | ||||||||
| Junior Member
Rep Power: 6 | TIE lines via POINT to POINT T1 when i stat those trunks they are idle but here is a general stat from ld 32 .stat 000 = SUPER LOOP 000 DSBL 000 BUSY 004 = SUPER LOOP 000 DSBL 001 BUSY 008 = SUPER LOOP 000 DSBL 002 BUSY 012 = SUPER LOOP 000 DSBL 000 BUSY 016 = SUPER LOOP 000 DSBL 001 BUSY 001 = PRI TRK LOOP 00 DSBL 01 BUSY NPR301 002 = PRI TRK LOOP 00 DSBL 02 BUSY NPR301 029 = CNFC LOOP 00 DSBL 00 BUSY NPR302 030 = CNFC LOOP 00 DSBL 00 BUSY NPR302 031 = CNFC LOOP 00 DSBL 00 BUSY NPR302 032 = SUPER LOOP 000 DSBL 001 BUSY 000 DSBL 000 BUSY 040 = SUPER LOOP 000 DSBL 000 BUSY 032 = SUPER LOOP DSBL NOT RESPONDING 048 = SUPER LOOP 000 DSBL 000 BUSY 062 = CNFC LOOP 00 DSBL 00 BUSY NPR302 000 = TDS TDMF LOOP 00 DSBL 00 BUSY NPR504 063 064 = SUPER LOOP DSBL NOT RESPONDING 068 = SUPER LOOP DSBL NOT RESPONDING 072 = SUPER LOOP DSBL NOT RESPONDING 094 = CNFC LOOP DSBL NOT RESPONDING NPR302 095 = CNFC LOOP DSBL NOT RESPONDING NPR302 | ||||||||
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| 02-10-2003, 03:08 PM | #9 (permalink) | ||||||||
| Junior Member
Rep Power: 6 | TIE lines via POINT to POINT T1 when i stated the loops the acd phones are on, there were was one logged in, and the rest were idle logged out. I tried ld 36 ran 0 11 and 0 12 and all I got was a flashing cursor for a good 5 minutes or so i am not sure the results of testing the ran device | ||||||||
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| 02-10-2003, 04:02 PM | #10 (permalink) | ||||||||
| Junior Member
Location: Philadelphia Rep Power: 6 | Dropping Calls when you run the ran test, it can take a very long time. It will check every tn on every ran. If it fails, then find the interalia machine, or miran card or whatever device you are using to give recorded announcements. Chances are that you had a power failure and lost the recordings. | ||||||||
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