Fast busy after first call.

[Todd]

Hope someone else has run into this, because it's got me stumped. Running a Nortel Switch 61C Release 25.2/Symposium Link 4.0. Want to route to the ACD position, have it setup with an ACD queue tied to it. First call through goes fine...subsequent calls get fast busy until stat server and tserver are restarted. This is with use_translation=false in URS. Documentation says to set "use_tranlation=true" and add a switch access code for each target type that routing will use. They of course dont explain this, nor does any of their documentation have it that I can find. When I set it up with just the switch access code they have in the doc, it forwards directly to the agent. Problem is we have a VTO script that gets overlooked with these settings. Guess my question is, do i have to setup switch access codes for place groups, etc, and if so...can anyone explain it!!

[Vic]

Ok,

there are several really weird things you are saying there, so let me just try to answer what I think you are facing here:

YOU CANNOT ROUTE to ACD position on Nortel. Don't even try it. MAke sure that your use_dn_type options is set to extension and not position in URS.

I think this is why you are having a problem:) (I think)
Also, do you have places defined for each one of your agents? For one place you need to add position AND extension.

Also, are you running a multisite environment? (more than one PBX)
If not, you do not need to setup access code. This is only needed when you need URS to transfer a call to another site.

[Todd]

Actually, I have this working now. Based on the new TServer documentation, routing to the position (really to the queue) can be done. You need to set up an ACDDN for each ACD Position, set the use_translation=true, use_dn_type=position and you do have to setup some switch access codes so URS knows how to translate the different CME objects. I finally figured out (guessed) how to get these setup and everything appears to be working!

[Vic]

Todd,

you CANNOT route to position! If you have your calls arriving on ACD position and not ACD key after URS routed the call, it means 100% that call was defaulted. Check the logs and you will see that you have either PegDEF 1 attached to the call.

Or... are you routing to ACD queue and then let PBX take over the routing???