acd queue full - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

pbxworld · 04-22-2003, 07:42 AM

Please help. I have a option 61c with rel. 21. The acd queue seems to be full after 4 calls
in queue. I called our 800 numbers. Calls one, two,three,four get through the annoucement and wait in queue with music on hold. The next calls ring. I have to
free a call in the queue to allow the next call in. The Meridan Max shows a the calls in the
queue (even the calls that ring without music). Do I need to increase the ACD Queue?

REQ prt
TYPE acd
CUST 0
ACDN 2100

TYPE ACD
CUST 0
ACDN 2100
MWC YES
IMS NO
MAXP 20
SDNB NO
BSCW NO
ISAP NO
RGAI NO
ACAA NO
FRRT 14
FRT 2
SRRT
SRT
NRRT
FROA YES
NCFW 5000
FNCF NO
FORC NO
SPCP NO
OBTN NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 3
RTPC NO
HOML NO
RDNA NO
ACNT
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100

DN 2100
TYPE MCDN
MCID 2110 TN 028 0 07 11
MCID 2912 TN 028 0 04 13
MCID 2921 TN 028 0 14 14
MCID 2903 TN 028 0 04 05
MCID 2905 TN 028 0 07 09
MCID 2923 TN 028 0 14 11
MCID 2916 TN 020 0 14 07
MCID 2917 TN 028 0 14 10
MCID 2920 TN 020 0 14 00
MCID 2111 TN 020 0 10 09
MCID 2910 TN 028 0 04 08
MCID 2914 TN 028 0 14 08
MCID 2915 TN 028 0 14 09
MCID 2908 TN 020 0 08 06
MCID 2911 TN 028 0 04 03
MCID 2904 TN 028 0 04 00
MCID 2907 TN 028 0 14 02
MCID 2906 TN 028 0 04 06
MCID 2909 TN 028 0 07 12
MCID 2922 TN 028 0 14 12

REQ: prt
TYPE: rdb
CUST 0
ROUT 14

TYPE RDB
CUST 00
ROUT 14
TKTP RAN
RTYP AUD
GRD IDLE
REP 1
POST DIS
STRT DDL
ASUP NO
ACOD 2214
TARG
CDR NO
MUS NO
RACD NO
OHTD NO
ALRM NO
SGRP 0

ROUT 3
TKTP MUS
ICOG OGT
SRCH LIN
STEP
ACOD 2203
TARG
OABS
TIMR ICF 512
OGF 512
EOD 13952
DSI 34944
NRD 10112
DDL 70
ODT 4096
RGV 640
GRD 896
SFB 3
TFD 0
SST 5 0
NEDC ETH
FEDC ORG
HOLD 02 02 40
SEIZ 02 02
RGFL 02 02
CDR NO
MUS NO
OHTD NO
ALRM NO
SGRP 0

Rachelle · 04-22-2003, 08:29 AM

At first glance this sounds more like an issue of TN's associated with your RAN or Music on hold routes. You might want to verify the number of route members your are utilizing. If you increase the MAXP in the queue that will only give you the ability to log more agents into the queue itself. Check your members first. You may need to wire and program up a few more.

rachelle

tech_anon · 04-22-2003, 11:07 PM

I agree with Rachelle. Check out your RAN trunks.
If the first 4 callers get RAN then are listening to music, the RAN trunks should be available for the next caller.
How many RAN trunks do you have? Next time you try this test, check to see if the RAN trunks show they are idle after you have 4 calls waiting in queue.

colin · 04-23-2003, 02:49 AM

Rachelle is on the money.. It may be due to the number of RAN trunks available. A RAN trunk must be provided for each call that is being simultaneously processed and receiving RAN treatment.
How many RAN trunks are available to this queue?

pbxworld · 04-24-2003, 08:28 PM

I had only one RAN trunk. I have added two trunk cards with 16 ran trunks.
TN 028 0 08 04
TYPE RAN
CUST 0
XTRK XUT
TIMP 1200
BIMP 600
RTMB 14 1

The announcement board is set to start at the beginning everytime. In RDB, STRT
is set to DDL. I wired all ran trunks together. It did not work. The annoucement board is a Viking DVA-1003A. I'm only using one port. It is a 3 port unit. Can I
wire the RAN trunks and the one port annoucement port on the 110 blocks? Will the
annoucement start at the beginning?

Rachelle · 04-25-2003, 11:45 AM

Did you go to LD 14 and put the new TN's in as members to that ran route? If you go to LD 22 and type in LTM. It will ask you for the route number and it will show you the TN's associated with that particular route. try that....

rachelle

pbxworld · 04-26-2003, 09:13 AM

Thanks, Rachelle. I wired the ports to the ran trunks. However, This was not my goal.
It will work for now. I will buy additional Viking announcement boards for expansion.
I was told from a vendor, it was possible to link the Ran ports to one annoucement port.
It cannot be done. The pbx will not respond. Thanks...

Rachelle · 04-28-2003, 09:32 AM

I'm sorry that we weren't able to completly correct your issue. It's always nice to be able to do it yourself and save a buck or two. Maybe next time.

rachelle

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