I have an Iwatsu Omega-phone ADIX - I'm looking to document the path that incoming calls take through our system. We have an operator who sends calls to two different queues and then there is a pecking order within those queues as to what order the call takes through the queue - if an extension is busy it jumps to the next extension, etc.

I also need to find out/ and learn to edit/ how the system handles the operator extension being busy. Currently it rings 8 times then goes to voicemail??? What we want it to do is ring 5 times and get sent into our customer service queue.

I have ADIX Programmer V3 and OmegaVoice VMI editor.

Thanks in advance for the help,
mljoy

there's a question that needs answered first
Your queues are the "ACD" queues or hunt groups, there is a difference and depending on which ones you are using will define where to look. If the people in the queues have to login they are using ACD if they don't have to login it's a hunt group.

For the attendant voicemail all you need to do is look at either the global call forward NA timer, or each station can use it's own timer, global FWD NA timer is in Class 4 item 13. Or for the individual timers are in class 10 item 75 element 2.

The answer to Q2 - just what I was looking for. Thanks! What do the numbers represent rings or seconds?

The answer to your question - ACD groups - users log into a queue.

The numbers for the timers are seconds, a typical ring cycle ring on and off about 4 seconds so for 4 rings set the timer to 16-17 seconds.

As for the ACD there are two ways the ADIX will determine who gets the call, by agent answering priority then by the longest idle. Agent priority is class 20 item 4. if it's a 1 they will get first priority and so on and so on. if everyone is the same priority it will decide just by who's idle the longest..

This is meaty stuff for a rookie like me. Thanks again.