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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, calls, incoming |
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 05-31-2006, 10:54 AM | #1 (permalink) | |||||||||
| Junior Member 
Rep Power: 3  Country:  | Incoming ACD calls. For some reason, incoming calls are just ringing and not playing the first RAN on arrival. When someone calls in, i want the ACD to play the RAN and hold music, while the agent line is ringing until the agent answers. I am testing right now. I am calling my acd from my cell. My phone rings for the ACD. I get ringing. after 5 rings, it puts my phone to NRD, and then the phone continues to ring indefinately. here is my ACD config. Any Ideas? | |||||||||
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| 05-31-2006, 12:41 PM | #4 (permalink) | ||||||||
| Senior Member  Rachelle is curious
Location: Lou, KY Rep Power: 9 Country: | Your FRT is the timer that it will wait before playing or repeating, depending on your programming, the RAN. The RAN will only come in to play if all agents are unavailable. So, if there is a phone in WAIT, the caller will hear that phone ring until the agent answers. That caller would not hear a RAN because their call can be handled immediately. If you want all callers to hear a message before they are even presented to a queue you would need to have Symposium, or something very similar, in order to front the queue with that announcement. rlc __________________ No matter where you go, there is the Ladies Love Marty Fan Club. :bow2: :bow2: :bow2: | ||||||||
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| 05-31-2006, 12:41 PM | #5 (permalink) | ||||||||
| Junior Member  pbxn is tired....
Location: hillbilly heaven Rep Power: 6 Country:   | The ran would kick in I think if all agents that are logged in are busy. This sort of appeases the caller to let them know that they have called the right place. One of two things probably need to happen. if the agents are using headsets, you can change the FORC option to yes, but this should be used only if headsets are being used. This removes the agents lag time in picking the call, it is already presented to them in an answered state Or B) head this queue up with some sort of mail treatment. :thank you for calling x company, please hold.... then the call is transferred to the queue. | ||||||||
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| 05-31-2006, 01:39 PM | #7 (permalink) | ||||||||
| Junior Member
Rep Power: 3 Country: | My next question is, when lets say the call has been in the queue or hasnt found an available agent after x seconds, and i want the call to go to a back up queue. Where would i set this at in the ACD setup. I believe from what i have been reading that its the OVDN setting. Is the x seconds set in TOFT? | ||||||||
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| 05-31-2006, 03:22 PM | #8 (permalink) | ||||||||
| Junior Member  tenntech has no status.
Location: here there and everywhere Rep Power: 0 Gender:  Country: | I believe if you set FORC to yes it will force all calls to the RAN no matter how many agents are logged in and idle then after 1st ran it will go to the agents. I'm not sure thats what you want but try it and see. | ||||||||
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| 05-31-2006, 03:24 PM | #9 (permalink) | ||||||||
| Senior Member Rachelle is curious
Location: Lou, KY Rep Power: 9 Country: | YES However, you might also be able to set this in LD 23 as a NEW NACD. The NACD number is the same as the queue and you would set targets and times here. You can build Day and Night tables, each with multiple targets. In OVDN you have to point the call to another ACD queue. You can only point to the same queue 6 times, maximum. So, if you want your ACD queues all to 'roll over' to voice mail you would enter your voice mail's queue number but, you could only point 6 ACD queues to voice mail and reasonibly expect it to work. rlc __________________ No matter where you go, there is the Ladies Love Marty Fan Club. :bow2: :bow2: :bow2: | ||||||||
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