ACD IFDN problem??? PLEASE Let there be a Gracious Guru.... - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

Rachelle · 02-18-2004, 10:26 AM

When all agents are busy in site A calls should IFDN to site B. If all agents in site B are busy the calls should IFDN to site C. If all agents in site C are busy the calls should TOFT to voice mail. That is what should be happening.

Here is what is happening:
When all agents are busy in site A the calls IFDN to site B. This leg is working. When we get to site B if an agent is available the call completes. If all agents are busy then the call may go to site C or it may just deliver a ring no answer. If calls do get to site C and all agents are busy calls may get to VM or they will get a ring no answer.

Why would we ever deliver a ring no answer? We have too many trunks so we aren't hitting a circuit problem. Voice Mail has more than enough ports?

If we only have one agent logged in to the queues in the three locations the call flow is thus:

In to Site A, IFDN to Site B, IFDN to Site C, TOFT to voice mail. If I place multiple calls and hold the line at each leg then the 5th caller will have a ring no answer until one of the other legs is available. It won't go to voice mail.

HELP!!!!

**Chas2002** · 02-18-2004, 10:42 AM

Rach - can you post your A,B, & C ACD DN's...(I don't think it's a programming issue - but we should double check)..

Also what type of VM?

I'm guessing you're using basic ACD (No sympoisum or anything) - If so a ring-no-answer usually indicates the call is being presented to a set or TAPI application - especially if you're not getting any rans...

Off my head (I'd say it's one of two things) - agents aren't logging off and calls are presenting to the set or agents are logging off and the TOFT is taking over but presenting the call to a VM trunk that's not answering....

02-18-2004, 10:45 AM

the only time you should get a ring no anwser is if a ran route is not answering.Check you ran machine.
Also if an agent forgets to log out their phone ?
You may also have a tie trunk not working

Rachelle · 02-18-2004, 10:57 AM

Voice Mail is MerMail and we use Basic ACD with MAX.
To recap: A IFDN's to B that IFDN's to C that NACD's to voice mail. Issue is ring no answer being presented.

Site A programming

TYPE ACD
CUST 0
ACDN 2523
MWC NO
DSAC NO
MAXP 100
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 12
FRT 8
SRRT
NRRT
FROA NO
NCFW 4444
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 82404206038
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML NO
RDNA NO
ACNT 2523
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

Site B programming

TYPE ACD
CUST 0
ACDN 6038
MWC NO
DSAC NO
MAXP 50
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 10
FRT 8
SRRT
NRRT
FROA NO
NCFW 6000
FNCF NO
FORC NO
RTQT 3
RTQO NRD
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 85207984145
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML NO
RDNA NO
ACNT 6038
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

Site C programming

TYPE ACD
CUST 0
ACDN 4145
MWC NO
DSAC NO
MAXP 100
SDNB YES
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 4140
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 0
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML NO
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100

Thanks for the hands on approach. I am truly stumped.

**Chas2002** · 02-18-2004, 12:21 PM

Programming looks right..

Couple of questions...

What is the FRRT? "You've reached ___ Call Center" or "All agent's busy" - ??

I guess we need to dertermine where you're getting that Ring-no-anwser...

I'd place a call and get the Ring-no-answer situation - then start tracing in ld 80

or

You can temporarily kill the IFDN and start dialing the individual ACD DN's until you get a ring-no-answer and trace in LD 80...

There has got be a Ran or a set or a VM trunk that is giving you this error - are you seeing any other errors (Ran errors, trunk errors, etc..)

slagburn · 02-18-2004, 12:50 PM

Is it me or is something missing from queue C?

If queue C is supposed to overflow to VM I would expect an OVDN and TOFT to be defined, otherwise if the agent is busy the call is going to hit the queue and ring and ring and ring until someones answers since there aren't any rans or music souce defined on C. Or does another application have control of this at C.

What did I miss?

Rachelle · 02-18-2004, 01:57 PM

Site C has an NACD to sends the call to voice mail on a day table. You will notice that TOFT is missing in the ACD programming. This is an indicator of a Table being present on a queue.

I think that we are on to something with the RAN route. Site B only has one RAN with two members. When I LD 36 RAN 0 10 it returns a TRk041 on this customer and route. I am remote to this equipment so I am trying to walk an onsite person through some diagnostics. So far, it looks like all is wired right but we continue to get the TRK041 error when tested.

Rachelle · 02-18-2004, 02:31 PM

Here is another tid bit to ponder. The maint phone is unable to dial the ACOD and hear anything. The onsite person says that they get all of the digits dialed and then they get the 'release and try again' busy signal. The phone is a maint phone so what could this be? Did I mention that this is a nasty little option 11C?

rlc

slagburn · 02-18-2004, 03:01 PM

Quote:

Originally Posted by Rachelle

Here is another tid bit to ponder. The maint phone is unable to dial the ACOD and hear anything. The onsite person says that they get all of the digits dialed and then they get the 'release and try again' busy signal. The phone is a maint phone so what could this be? Did I mention that this is a nasty little option 11C?

rlc

Thanks for the NACD info.

I guess the basics would be to make sure that there is a message in the machine and that it's sending the control pulse correctly... gounding can be another issue that will cause all sorts of fun problems. In some of these situations it helps to have a mutimeter and watch the control pulse hit as the message cycles.

**Chas2002** · 02-18-2004, 03:42 PM

I assume you're speaking of the ACOD for the Ran Route?

Change that maint set to a TGAR 0 and see if that does the trick..

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