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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, phone, question |
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 09-28-2006, 11:59 AM | #1 (permalink) | ||||||||
| Moderator   SD_WILSON is AWESOME!!!
Location: In a Galaxy far, far away... [a.k.a. Tiverton, Ontario (CANADA)] Rep Power: 9  Gender:  Country:  |  ACD Phone Question We had and ACD IT Helpdesk awhile back (before I came on the scene) and that was canned. Now they want to set one up again. In the past we had two use sets on every person's desk because we could not make ACD work and play well with their personal DNs. Here were the two issues: #1 If you had a regular DN and an agent DN programmed on a set then when the agent pressed the busy out key it busied out the ACD agent and their regular DN. #2 There was some incompatibility between voice-mail and the ACD but I can't get details from the old-timers. QUESTION: #1 Has anyone else dealt with this (ACD gents who also have regular DN and voicemail)? Have you overcome the challenges? #2 Will these same problems exist on IP ACD sets? Thanks in advance! SD  __________________ Life is far too important to be taken seriously! | ||||||||
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| 09-28-2006, 03:44 PM | #2 (permalink) | ||||||||
| Moderator  John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 13 Gender: Country:     | SD, On #1: What type of phones are you using? On #2: Your trying to light the VM message waiting key that is not on key 00 right? Isn't that the LHK? __________________ We need change in this country... | ||||||||
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| 09-28-2006, 04:26 PM | #3 (permalink) | ||||||||
| Senior Member   norteltx is sipping beer
Location: A galaxy far far away Rep Power: 3 Country: | I've got a couple of Option 61s running Rls 19 that we have ACD and personal DNs on the same set. These sites aren't using meridian Mail. They have old custom developed mail using the Dialogic D42SL cards. It's been working fine for 10 years. What brand of mail do you have? | ||||||||
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| 09-28-2006, 05:00 PM | #4 (permalink) | ||||||||
| Moderator  dwatkins is back from vacation and not happy about it!!!!
Location: Nortel - GA Rep Power: 8 Gender: Country:  | I have the following set up on an Option 81C 4.5 and Call Pilot 4.0. I have had no problems with the setup. TYPE ACD CUST 0 ACDN 7777 MWC NO DSAC NO MAXP 12 SDNB NO BSCW NO ISAP NO AACQ NO RGAI NO ACAA NO FRRT 18 FRT 2 SRRT 18 SRT 2 NRRT FROA YES CALP POS ICDD NO NCFW 6333 FNCF NO FORC NO RTQT 6 RTQO MSB SPCP NO OBTN NO RAO NO CWTH 0 NCWL NO BYTH 0 OVTH 0 TOFT NONE HPQ NO OCN NO OVDN 89099 IFDN OVBU LNK LNK LNK LNK EMRT MURT RTPC NO STIO TSFT 20 HOML YES RDNA NO LABEL_KEY0 YES LABEL HELPDESK NRAC NO DAL NO RPRT YES RAGT 4 DURT 30 RSND 4 FCTH 20 CRQS 100 IVR NO OBSC NO OBPT 0 CWNT NONE DES HELP TN 036 1 03 04 TYPE 3904 CDEN 8D CTYP XDLC CUST 0 FDN 6333 TGAR 1 LDN NO NCOS 1 SGRP 0 RNPG 0 SCI 0 SSU LNRS 16 XLST SCPW CLS CTD FBD WTA LPR MTD FNA HTA TDD HFA GRLD CRPD STSD MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1 POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDD CDMD LLCN MCTD CLBD AUTU GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD DDGA NAMA DRDD EXR0 USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN CDMR CPND_LANG ENG RCO 0 HUNT 6333 LHK 5 PLEV 02 CSDN FCAR NO SPID NONE AST IAPG 0 AACS NO ITNA NO DGRP PRI 01 MLWU_LANG 0 MLNG ENG DNDR 0 KEY 00 ACD 7777 0 7006 AGN 01 NRD 02 MSB 03 DWC 7777 04 SCR 6991 0 MARP CPND NAME XPLN 12 DISPLAY_FMT FIRST,LAST 05 SCR 5591 0 MARP CPND NAME XPLN 9 DISPLAY_FMT FIRST,LAST 06 07 08 09 10 11 12 13 14 15 16 MWK 6333 17 TRN 18 AO6 19 CFW 16 6948 20 RGA 21 PRK 22 RNP 23 24 PRS 25 CHG 26 CPN 27 28 29 30 31 DATE 26 MAY 2006 | ||||||||
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| 09-28-2006, 09:27 PM | #5 (permalink) | ||||||||
| Junior Member  M3904 has no status.
Rep Power: 3 | SD, #1: The ACD agent should press "MSB" key twice in order to release the busy status of their regular DN #2: I had got some systems running MM with ACD agent and working fine. The MM also work normally on IP ACD agent. | ||||||||
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| 09-29-2006, 01:35 PM | #6 (permalink) | ||||||||
| Moderator SD_WILSON is AWESOME!!!
Location: In a Galaxy far, far away... [a.k.a. Tiverton, Ontario (CANADA)] Rep Power: 9 Gender: Country: | Thanks guys!!! I will try out some of this. I am using IP 1140e sets for the ACD system. Since it is a small ACD pilot I have 4 agent phones that can be plugged in at the lucky helpdesk person's desk. Since the personnel already have personal phones and wireless GN Netcom headsets I thought that using Bluetooth headsets paired to the agent phones would be the easiest way to provide mobile sets that can be moved around from day to day without unlplugging all sorts of wires.... but that is another headache. __________________ Life is far too important to be taken seriously! | ||||||||
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| 10-23-2006, 02:08 PM | #7 (permalink) | ||||||||
| Moderator SD_WILSON is AWESOME!!!
Location: In a Galaxy far, far away... [a.k.a. Tiverton, Ontario (CANADA)] Rep Power: 9 Gender: Country: | DWATKINS and OTHERS: I tried your settings for the ACD sets but ran into two problems: #1 The Message Waiting Indicator (MWI) is not working. He receives no indication that he has any messages. #2 The Shift/Outbox button does not work as with other sets so he must manually dial 2222 to get to his inbox. Did you experience these problems? Does anyone have a solution? SD __________________ Life is far too important to be taken seriously! | ||||||||
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| 10-24-2006, 10:33 AM | #9 (permalink) | ||||||||
| Moderator John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 13 Gender: Country: | SD, Does the agnet have two DN's on the phone? If so are both DN's setup in Voice Mail? In Call Pilot you can have many DN's. The first being the persons main DN. Then add the second DN, example ext. 2234 and 3334. __________________ We need change in this country... | ||||||||
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