Alcatel Unleashed

I recently installed a oxo cc with 5 agents.

Prodomantly only two agents are logged on, i have set the que to 6 (there is 6 lines connected). The customer is getting complaints that callers are routing to the closed message at peak times. I have set my dem kit up and set the que the same and calls just camp on and are played the relevant moh until a agent becomes available. Is there a way i can stop it routing to the closed or disuassion message and just camp on untill a agent is free ?

check how many ports are set to deterrence.. It may be that this is set to 2 (default) and then only 4 calls will be allowed queue the rest of callers will get the deterrence message

thanks for that so if i increase the deference ports more people will be able to que i guess ?

Sorry to add a question to your thread, but maybe you know:
if in OXO ACD enviroment, is possible:
-to turn on accounting on V.24 port for both in and out calls and have info:
what was dialed number, what was pilot/acd group, and what was AGENT ID (not line id.. or phone id...)
what was associated Trunk info (what trunk, what access on that trunk)
Docs say it's possible both on V.24 accounting and on IP tickets but well... as training materials go, no OXO specialist could show me how to set-up this.
-have IVR, even basing on T0/T2 trunk and do 2BCT or ECN and if this does not work to have tromboning. Maybe some sip trunk?

For V.24 accounting you need a V.24 behind UA
For IP you need OHL software + license for accounting over IP. You can output on both V.24 or IP port of the computer on which OHL is based by my knowledge. Use AHL simulator to test your requirements. PM me if you don't have it.

Regards.

Depending on the software after R5 Ip metering requires OLD driver OHL is pre R5.
Turn on IP metering under metering (sometimes you see this as counting)
Install OLD on PC type in OXO IP address
Look at C:\Program Files\Alcatel\OHL Driver [even though it is OLD ..] and look sfor a file called TicketCollector.xml this is your raw data

If using V 24

Turn on metering over V24
You need to connect a 4093 to a UA port (if installing as standalone i.e not through a phone then you need to open the box and move the jumper (there is only one)
Connect V24 cable to serial on PC (verify data stream using hyper term)

@ SELECTT increasing deterence ports lessens the number of lines for queueing as the system reserves these ports exclusively. However if you lower to nothing you will not be able to use deterrence

Hope this helps

B

"@ SELECTT increasing deterence ports lessens the number of lines for queueing as the system reserves these ports exclusively. However if you lower to nothing you will not be able to use deterrence"

thanks for that info that will propably give me the answer i need, no deferrenc, no deferrence message. Stange mind on my lab kit i never ever got the deferrence message even with one agent logged on and and 5 messages camped on.

thanks again