slagburn

This is off the top of my head and is worth exactly what you're paying for it, other may be able to provide additional input on some of this stuff.

ACD queues are typically setup the quickest way with basic parameters and then tweaked to suit the situation.

1) Determine how you want the phones to log in and if you want reports, if you want reports you'll need to setup some type of capture device on a TTY port. Phones can login with either just the InCalls key or by entering a ACD agent ID if you choose to use the ACDID login method you'll want to determine your ACDID upper and lower boundaries.

2) If you want messages in the queue you'll need a RAN device like a MIRAN or stand alone RAN machine with a few extra trunk ports.

3) Figure out what you want to use for ACD agent IDs, you can pretty much use any available number in the PBXs numbering range, most folks will keep the ACDIDs separate from the extension numbers others mix them all together. Even if you are not using ACDID login you will still need ACDIDs, also you'll need a main number that customers call for support cases, assuming that you already have this number you can either use it as the queue number or DCFW it to a queue number of your choosing.

4) Configure the SCB in LD 23 with the information from step 1, RTFM for the prompts.

5) Build the ACD queue in LD 23 using the main support number (or another number if you want to use the DCFW method) as the ACDN when prompted. Prompts to look out for are... MAXP (Maximum number of agents in the queue) FRRT (This your RAN route) FRT (This is the timer for the first RAN) NCFW (This is what will happen when all agents are logged out of the queue... probably want to put your call pilot CDN in there) RTQT (Return to queue timer in ring cycles - if the agent doesn't answer a call after x number of ring cycles the call will return to the queue) RTQO (Return to queue option - what happens to the agent when they don't answer a call and it returns to the queue options are the agent is placed in Not Ready (queue will still be open if all agents go into not ready) or Make set busy / log out (if all agents are placed into MSB then the queue is closed and the calls follow the NCFW) TOFT (Timed Overflow - this where you define how long calls wait in queue before overflowing to another queue (or call pilot) folks around here have had mixed success with getting calls to overflow from an ACD group to a call pilot mailbox.) OVDN (Overflow directory number - in your case the call pilot CDN calls can only overlow to other ACD groups not stations) MURT (Music route - if you plan on using it) HOML (Headset or MSD logout - by default if you place the handset on the cradle it will log the agent out set to NO to disable the feature) RPRT (Reporting set to NO if you aren't not using reporting or have no capture device)

6) Once you have the queue setup you can build the agents to the queue, the most common template I've seen is for 2616 phones and uses the right hand set of buttons for the ACD funtion keys (ACD, NRD, MSB, DWC etc) and the left buttons for the personal line functions (SCR, SCN, TRN, AO6, MWK, etc) regardless key 0 must be ACD and must have the queue number and ACDID. See below for an example of one of my agents.

payodie

Thanks, that was of great help. I only have one problem so far and that is the timed overflow does not seem to be working. I have setup the overflow DN to be another ACD Q that is NCFW to CallPilot and have created a mbox. If you call the second ACD Q you get voicemail OK, and I have set the TOFT to 60 on the first Q, however when I call the number the call sits there forever. Any ideas?

slagburn

It might not be happy with the fact the the NCFW queue is in a closed (thus not avaiable) state. Any reason you can't send it right to the Call Pilot number?

Have you tried doing a search on Time Overlow on here? I dimly remember this issue coming up a few times.

payodie

Ya know what? I got laid-off last Thursday.. so its not my problem anymore.

However, the system came back with a sch when I tried to enter the CP DN, at the NCFW prompt but I had not created a mbox first. Could that have been it?

slagburn

Bummer on the layoff... as things go it will more than likely work out better for you in the long run.

Since our Call Pilots are behind our SL/ DMS100 nodes I don't have a lot of experience with local setups so I was merely speculating... guess it doesn't like to be pointed at a CDN.