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Old September 22nd, 2006   #1 (permalink)
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ACD config.
I need some help to configure a ACD.

I don't have, symposiu, or max, MIRAN and I can't use any annoucement.

If my agents are busy, the calls that are in callwait are receiving ringback, not music. Is there any thing i can do to provide music?

Look this print:
TYPE ACD
CUST 0
ACDN 1000
MWC NO
DSAC NO
MAXP 60
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
FRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC YES
FCFT 2
FADT NONE
FADR NONE
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 29
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
CCBA NO
IVR NO
OBSC NO
OBPT 0
CWNT NONE
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Old September 22nd, 2006   #2 (permalink)
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Go to Radio Shack and pick up a CD player that you can connect to your switch. This will be your music source. You will need to create a MUS Route in the switch, your going to punch down wire from the CD player to the MUS TN. It should look like this:

DES MUSIC
TN 020 0 01 03
TYPE MUS
CUST 0
XTRK EXUT
TIMP 600
BIMP 600
AUTO_BIMP NO
RTMB 51 1
DATE 23 JUN 2004
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Old September 22nd, 2006   #3 (permalink)
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Looks like he already had a MURT 29. I'd check and make sure the music source is on and the route the lines are coming in on are configed for music.
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Old September 22nd, 2006   #4 (permalink)
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The music route works fine. If the agents put the calls on hold it works, but when calls are waiting (in queue), the callers heard ringback.
My friend told me that i need a RAN in FRRT.
Is that indispensable?
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Old September 22nd, 2006   #5 (permalink)
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I'd put a cheap Interalia or Cook announcer on the system to give the RAN answer so that they would get music when the RAN drops off.
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Old September 22nd, 2006   #6 (permalink)
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you need to give them a ran first
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Old September 24th, 2006   #7 (permalink)
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In some cases I've had to use a RAN with 1 second of silence to get the music to kick in... if one were skilled with electronics they could build a device to simulate RAN signalling from some cheap parts.
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Old September 25th, 2006   #8 (permalink)
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What type of switch is this?
I could be wrong but doesn't the MUR need to be in the same group.
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