atcomsystems.ca/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems ACD Calls Keep Coming In!

I have 260 DNIS/Line ID's, so it would take some time to check them all. I checked about 10 of them that I know have had second ACD calls ring in. None of them show any extensions programmed to ring.

Try turning on Busy on hold in the station programming screen for all agent phones.

Busy on Hold was turned off on all extensions. It's now turned on for all extensions. The documentation claims that the Busy on Hold option only effects the operator's display, but maybe it will also tell the ACD queueing mechanism that the agent is not available to receive a call. I'll find out.

Boy does this one dust off some cobwebs.
There was a full 648 in Portland maine that used to have this problem. We tried 2.5.1 x revisions till we puked. We determined that during a surge in calls, the system would either drop every other incoming call, or would ring agents that were busy. It totally dissapeared after a complete reload. The customer also made constant changes to the YA table, like every hour. They ran commercials and would activate and deactivate DID's all the time. This sytem had grown from a 108 and was probably intacted up to it's final size.
This probably isn't what you want to hear but how busy is the system and how old is the DB?

Uh Oh....Doug that sounds like tech supports standard "Default and handpack" answer. I would start with defaulting just ACD first.

I took Avidcomm's advice and turned on the "Busy on Hold" option in the station programming screen for all agent phones. This option is supposed to effect something else according to the manual, but I figured it couldn't hurt.

I haven't heard one complaint in the past six weeks since I made this change. Our call volume has also been down during this period, so it may still be related to the issue Doug had with a system.

Thanks for all of your help. I'll post here again if the problem reccurs when the call volume picks up again.