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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, defaulting, desk, front |
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 01-03-2003, 12:26 PM | #1 (permalink) | ||||||||
| Junior Member 
Location: Austin, Texas Rep Power: 6   | Remote Office 9150 question OK this has happened three times now in the last month and I'm getting a little worried. We have an Option 11C release 23 running MAX 9. It's also happened occasionally in the past maybe once a month. All the sudden all the ACD calls which are intended to go to ACD-DN queues from the voice mail system default and go to the front desk. The voice mail system answers the calls correctly but when the caller presses that last menu prompt to get transferred to the queue it defaults to the front desk. The only thing I've been able to do to resolve the problem, which is bad, is to INI the switch. It's doing it at random times so I can't pin pint a problem and it has not happened when its super busy. In fact, last night when it happened we only had about 10 calls in queue and we normally have 70 or 80. All of the calls that were in queue remaine there when this happens. It only effects any new callers that are in the voice mail system trying to be transferred to the queues. I called the queue ACD-DN directly and I was received so I know it's not a problem with the queues it'self. I'm thinking it may be the High Speed Link. Is there any way to test the link. I looked in load 48 but no diagnostics avaialable without that monitor tool. And of course I'm sure if our vendor came out they would find nothing wrong. We have not done any system changes or upgrades (other than add/moves to phones) in the past 6 months. Anyone have any ideas? | ||||||||
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| 01-03-2003, 01:45 PM | #3 (permalink) | ||||||||
| Junior Member
Location: Austin, Texas Rep Power: 6 | DCH Monitoring nope.. there's no option for the callers to press 0 and get to the front desk. I mean it's not just one set of menu prompts.. when this happens it affects all the menu prompts in the voice mail system that go to ACD queues and there are like 8 of them... so the front desk gets hammered when this happens.. but that was a good try... lol | ||||||||
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| 01-03-2003, 02:10 PM | #4 (permalink) | ||||||||
| Junior Member  Buckshot has no status.
Location: East Coast Rep Power: 7 Country:  | ACD calls defaulting to front desk Short of asking you 10 questions.. if you have to INI the switch to stop it from happening, then you most likely have a software problem, and your vendor should be notified (esp if you are under maintenance). There may or may not be a patch, but INI'ing the switch to rectify is not a good practice unless necessary to bring service back. | ||||||||
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| 01-03-2003, 05:07 PM | #5 (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:   | Norstar Folks Bill, Is your switch spitting out any errors on your TTY? If so, can you post them. This may help with nailing down what is going on to cause your switch to INI. __________________ Thankful for everything...at least today. | ||||||||
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