sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems CIX 670 and ACD

In the Oaisys ACD, can somebody tell me what parameter needs checking/unchecking so that the caller in queue doesnt have to wait for the announcement to play before being sent to an available agent. Right now we have the initial and periodic announcements set up to play position and vm option. When the first call comes in, the caller has to sit through the announcement telling him there is one person ahead of him even though he is the only person in queue and there are available agents ready to take that call. I thought there was a parameter that as long as there were available agents, the calls were sent out wether or not the announcement had played or was finished playing.

For the initial announcement, I usually use the initial announcement (simple).

I woulnt mind using the simple announcement here as well but.......

Anyway, the parameter I was looking for is in the ACD Administrator, Actions tab. Double click on the announcement template, in this case it was "Initial Announcement (position + VM option)", and there is the check box "Always complete announcement before transferring to an available agent".

OK, I spoke too soon. This did not work for me. Even without the above mentioned box unchecked, the initial announcement still plays in its entirety before the first call rings through to an availabale agent. We have restarted NetServer and Strata ACD, and even rebooted the entire machine and it still plays. Anyone have any ideas here?

Another issue this customer is having is that, say when that first call comes through and the caller hears that they have "one caller ahead of you", some of the times that caller will hang up but the call still stays in queue and rings through to an agent that gets dead air. I had the customer do some testing and this problem seems isolated to just ACD calls in queue. Any ideas on where to start troublshooting this issue?

Issue 2 sounds like a supervision issue. Do you have CO's, T1, PRI, combo?

As for the 1st issue, the announcement that is playing is a ACD announce or is it a voice mail box?

Also, if you call the ACD queue internally, does either of the issues happen?

It is not a supervision issue, well at least not a supervision from the CO issue. I had the customer make a few calls to the ACD and hang up and then make a few calls to his DID and hang up, the only time he had a problem with the disconnection was when the call was in an ACD queue. The announcement that is playing is defenitly the ACD announcement. The callers do go from an VM AA then transfered to the ACD group pilot number, but the problem is after getting transfered from AA, once they are in queue and there is an available agent, they still have to sit through the entire initial announcement before getting routed through. As for your last comment, I will have the customer give that a try and find out your answer.

Both issues still exist on intercom calls.

what is the timer for the initial, if set at "0" try 4 or 8 sec it should then try the agent first and then if a agent is not it will ring once or twice then hit the que

The fix for the announcement issue was to upgrade the software. This did not help out with the call disconnect.