sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Option 11 major ACD problem

Customer has an Option 11 (Version 2121 Rls5) with several ACD groups set up. Here is what they want to do. The caller calls in to the AA, presses 1 for Scheduling, and then presses 1 again to schedule a certain procedure. When all agents are busy they want the callers to stay in queue for 4 minutes and then overflow to 200 which is a non-ACD extension. Here is a printout of the queue:
MWC NO
DSAC NO
MAXP 15
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 20
FRT 4
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 7000
FNCF NO
FORC NO
RTQT 24
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 5
NCWL NO
BYTH 5
OVTH 6
TOFT 240
HPQ NO
OCN NO
OVDN
IFDN 200
BUSY BSY BSY SRC BSY
AENI NO
OVBU LNK LNK LNK LNK
EMRT
MURT 22
RTPC NO
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 2
CWNT NONE

The problem is this isn't working. When all 3 agents are busy and more calls come in they are staying in queue until an agent becomes available even if it is 6 minutes.
Any help is appreciated!

You have nothing specified for OVDN. (Overflow Directory Number)

I was told that OVDN had to be an ACD DN. That is why I am using IFDN for Interflow DN that doesn't need to be an ACD DN.

Your correct DigitelD. OVDN has to be a active working ACD Queue with agents logged in an currently working. Otherwise it will not overflow to the specified ACD Queue.

How can I get this to work? I am not as familiar with ACD.

Finally, we figured out how to make it work. We set OVTH to 6, TOFT to 240, OVDN to 7000, and went into Meridian Mail and set up the VM queue to dial 200. It works!

Glad you got it figured out. IFDN and OVDN are two separately operating functions. You can also trick the system by building a ACDN with no agents and putting a non ACD number or even external transfer number in the NITE field for many applications.