I have an 128+ with dept.290 set up as an ACD group. There are 4 members in the group. Call Waiting is turned off in program 32 for each of the extensions. The users are still complaining that they hear the call waiting tone in their ear. Is it possible that the caller is on a non-ACD call while logged into ACD and ACD calls are still being routed to them causing the call waiting tone? Would the ACD override the programming in program 32? Does ACD consider you available if logged in but on a non-ACD call?

Thanks everyone. Happy Holidays!

You have several places to check. First, as you wrote, Feature 32 CW should be unchecked for the extensions in the ACD group. The second place to check is Feature 211 to see if any of those extensions are programmed to ring on incoming calls directly and not in the ACD group. Third, check the system timing, specifically Feature 154 and 155. Make sure you have reasonable times in those boxes. The wrap time is critical. Too short and you will annoy your ACD members. Too long and calls start to act weird in the ACD group if everyone is in wrap-up. Also, check the call forward destination in the ACD department and make sure the calls are not doubling back to the same ACD group.

I have several 128+ systems using ACD departments and it's a delicate programming balance between timers, destinations and making sure those extensions don't appear in ANYTHING else, like direct dial out of the AA or as part of another department or as an answer point for any trunks directly.

Rcaman

Thanks Rcaman. Remoting in this morning to double check programming.