depearce

Tonka- I'm a little short on time. but let's start with, assuming you know how to build an
ACD phone and queue. If so. Build an ACD phone with extension xxxx. xxxx is the number they will be calling. Set HUNT to yyyy which will be the queue the xxxx extension phone is in, and should have the OVDN targeted to anouther queue. ZZZZ where the other person at the helpdesk will be logged into queue. IN yyyy set the OVTH to 180( seconds). With the SDBN=yes.

If a call comming into the xxxx extension hits a busy, it will be sent to the queue yyyy.
Which is the queue the first extension is in. It will sit there for 180 sec then overflow to
queue zzzz, where it will be answered by the other tech, or remain in queue until answered.

Unless someone else has be better idea, this is how I would do it.
BTW the SDBN is secondary call block. you do not want a call comming into your
extension while you are on an ACD call.

Hope this gives you someplace to start.

depearce

Tanka- On second thought why worry about the 1st extension. Just program a queue
and a phone and let them call the Queue number. Set up the overflow as above.

In other words, do everything except the extension xxxx.

Tonka56

thanks will try it Friday, since I am off tomorrow.

depearce

Tonka- Let me apologize for being in a rush yesterday. Probably should have let some one else assist you. However, if you need help with the ACD queue's or phones post and I'll post the formats.

Luck

Tonka56

Thanks it would help me alot.....will be looking foward on recieving it..
Have a nice long weekend.

depearce

Tonka- Here' the format for building the queues you need. You'll need to insert your
own ACD number,RANs, MUSIC, etc. , but everything else should be the same.
Build, both queues, then the phones for each queue. The primary queue will OVFL to the second, using Timed Overflow after 180 sec.
ld 23
ACD000
MEM AVAIL: (U/P): 5299498 USED: 1336021 TOT: 6635519
DISK SPACE NEEDED: 243 KBYTES
2MB BACKUP DISKETTE(S) NEEDED: 1 (PROJECTED)
ACD DNS AVAIL: 925 USED: 75 TOT: 1000
REQ new
TYPE acd
CUST 0
ACDN 9000 ( This is the number you want your people to call)
MWC
DSAC
MAXP 10
SDNB yes
BSCW
ISAP
RGAI
ACAA
FRRT ( ran time and rans)
SRRT
NRRT
FROA
NCFW 8000 ( Nite call forward incase no one is logged into the first queue) **
FNCF yes
FORC yes
FCFT 2
SPCP
OBTN
CWTH
NCWL
BYTH
OVTH
TOFT 180 ( Overflow timer in sec.)
HPQ
OCN
OVDN 8000 (Target queue for overflow)
IFDN
OVBU
EMRT
MURT
RTPC
HOML
RDNA
ACNT
DAL
RPRT no ( unless you need reports on the calls, no)
RAGT
DURT
RSND

FCTH
CRQS
IVR

In this case Queue 9000 is NCFW and Overflowed to queue 8000.
Queue 8000 will be built the same way except leave off the NCFW and TOFT and OVDN.
** You can't specify 8000 in either NCFW or OVDN unless it is already built. Might
want to built it first. or Do a change and add them later.

Both ACD phones will be built the same for the first 3 keys. except for the ACD and Queue Numbers. Both phone will need to be logged into before they will take the calls on ACD.


REQ: new
TYPE: 2616
TN 36 0 11 1
DES hd
CUST 0
AOM
FDN ( you may or may not have mailboxes or need to forward calles)
TGAR 6 ( use your appropriate TGARS and NCOS)
LDN
NCOS 0
RNPG
SSU
SGRP
CLS ( You could use SPV, supervisor, in CLS)
HUNT
SCI
PLEV
AST
IAPG
DNDR
KEY 00 acd 8000 0 3406 (Obviously the phone for queue 9000 would show 9000 with a different ACD number)
KEY 01 nrd
KEY 02 msb
KEY 03 trn
KEY 04 awc
KEY 08 scr 1406 (extension)
MARP
CPND new
NAME HelpDesk
DISPLAY_FMT
VMB
KEY 09 ao6
KEY

You can configure you phones however, your current pratices are. The 00 key is where the ACD calls come in)

Hope this at least get you started.

Luck.

Tonka56

Thanks for the help, will start on this on tuesday...have a great weekend.