ACD call Problem

sameh · Post by **sameh** » 06 Mar 2010 08:46

hi all

I have oxo system with ACD (5 agent) only

i put all agent in same group

when external caller called with the call center (agent group)

the agent set sequence ringing until call response

but if the external caller closed the call after call are response the agent set remain ringing sequence

please some one tell me how i can cut call when caller closed his call

thank & beast regard

Maurice · Post by **Maurice** » 18 Mar 2010 08:57

Hello Sameh,

not sure to understand your question but for each ACD group you can choose how the calls are distributed to the agents.
3 options are available (option is called search mode):
- Longest idle period
- fixed
- rotating

Hope this answers your question,

Regards,
Maurice

murraya · Post by **murraya** » 19 Mar 2010 01:09

not sure if I understand but are you saying the call will not release when the caller hangsup?
if so then I would look at trunk clear downs espcially if you have NDDI trunks.

ileana · Post by **ileana** » 27 Jul 2010 11:00

Hello, I have other problem with the ACD queue. the queue is configured to support 15 calls on hold at most. The ACD is configured with a single group composed of three agents. The incoming lines are made up of 25 channels E1 (DDI). the problem is that by being active the three agents, the queue allows only two calls in queue, the other calls are lost, no bells in no physical phone.
How can I make the queue keep the other calls on hold?

tailtwist · Post by **tailtwist** » 28 Jul 2010 23:16

in OXO ACD the number of calls queue would depend on the number of agents logged in(whatever status the agent is in).
in the Queue Length where the value is k*N, with the value of k between 0 to 9 and N being the number of agents logged in at that moment.
So in your case if you have always have 3 agents logged in, then the k value should be 5, 5*3=15, giving you 15 calls in queue. You can refer to the OXO Expert Documentation chapter 10, page 10-27.

ileana · Post by **ileana** » 29 Jul 2010 13:40

hello tailtwist,

I know that , i have this configuration OK. But the problem is the same. Do you think that can be a problem with the channels of E1 interface?.

tailtwist · Post by **tailtwist** » 29 Jul 2010 20:50

May I know what release is your OXO? Because in the earlier versions the ACD ports are limited.....as of now there's still a max of 16 MLAA/ACD ports

ileana · Post by **ileana** » 03 Aug 2010 09:03

the release is R710.058, the system have 14 MLAA/ACD ports.