hi all

I face two issue with SVMi-20E :

1) When the outside caller rings to UCD group & all agents are
busy , the busy message does not play .


The configuration is:



As per this procedure, you can try to program the system as follows ;

Mmc 406 TRK RING
[ALL] TRK RING
1:507 2:507 3:507 4:507 5:507 6:507


Mmc 601 STN GRP

[501] STN GROUP ------ UCD Group
TYPE: UCD GROUP
RING: UNCONDITION
OVERFLOW: 006 SEC
GRP TRSF: 000 SEC
NEXT PORT: 507
MEMBER 01: 203 ------UCD agent 1
02: 204 ------UCD
agent 2

NXT HUNT: 000 SEC
GROUP BUSY: OFF

[507] STN GROUP ------ AA only VM Group
TYPE: AA ONLY VM
RING: DISTRIBUTE
OVERFLOW: 000 SEC
GRP TRSF: 000 SEC
NEXT PORT: NONE
MEMBER 01: 301 ------AA Port 1
02: 302 ------AA Port 2
NXT HUNT: 000 SEC
GROUP BUSY: OFF

MMC 607 UCD OPTION

[501] UCD OPTION
FIRST MSG: 5061
SECOND MSG: 5062
EXIT CODE: 0
RETRY COUNT: 03
FINAL DEST: 500 ------ Operator Group
RING-NXT: 30 SEC
UCD RECL: 10 SEC
MOH SOURCE: 371
WRAT-UP: 010 SEC
AUTO LOG OUT: ON
ALLOUT->FINAL: OFF
AGENT PIN NO: OFF
GBUSY NEXT: OFF


2)The second issue: When I try to change the ring type of group (501),in the configuration as mentioned above ,from UNCONDITONAL TO DISTRBUTE .

In both case,all agents are busy or no agent answer the call,
The SVM does not Play busy or no answer message .

Please any help to solve these two issues with SVM .

Your trunks need to goto the ucd group.
the ucd group needs to be unconditional otherwise it won't work correctly.

If all agents are busy when a caller rings in, they will get ring back tone until the overflow time for the group expires then they will get transfered into the aa, and hear your message 1.

Then they are placed on hold

After 10 seconds if un-answered (ucd recall time) they get the 2nd message, then are placed back on hold until an agent becomes free (or the ucd recall timer expires).
This repeats 3 times (retry count) then goes to the final destination (500).

This is how UCD works, you cannot achieve what you want with ucd groups.
I think you need to change them to normal, overflow them to the bi-vms group.

Also if you wish to use UCD you need to use a VMS UCD group type for the overflow, not AA only.