Limit calls going to an ACD que on a DID...

[Arnold Hamilton]

Hey guys,

I've got several ques of say 8 or more agents. And these ques are part of my
DID group, that is, the que is an actual DID.

Now, I've got about 138 trunks on this switch that are combo DID/Outbound (SW
Bell Smart Trunks), and when we put this switch in back in March of last year,
telco said that my CSR would have to put the limit on the number of calls each
que could receive in the pbx; said that they couldn't do it at the CO level
since it was a DID (still don't know if I believe that one or not?).

Basically what I don't want is for every free DID line to be made available
for calls for these ques; I would like to present a busy signal if the ques
reach a certain, predetermined number of calls.

So, my problem really lies in the fact that I:
-------------
A. Don't really know if this can actually be done on the 81c.

B. Where in software do I make those types of changes?

Any help, as usual, would be very much appreciated..

Thanks.

A. Hamilton

[Fletch]

Although I have never played with them, it sounds like ISA Service Routes
might be you answer.

You define the ISA route in LD 16. This route has all of the physical trunks
in it. Then define service routes for DID calls and then one for outbound,
these have no actual trunks in them, but refer back to the main ISA route.
In the service routes you can then define how many inbound outbound calls
are allowed on each of the service routes.

You may want to read up on ISA in your features guide. But I'm sure someone
here has some experience with them.

Fletch
http://PBXTech.Net

[Fletch]

Yup, ISA is your answer....

See the Enclosed snippet from the NTP's:

Integrated Service Access Route
To set a route up for Integrated Service Access (ISA), enter YES at the
ISAR prompt in LD 16. You need to specify a route number, facility
indicator, and Service Identification at the RTN, FACY and SID
prompts.
Set the minimum and maximum numbers of channels at the MIN and
MAX prompts.
Specify the Network Class of Service group number and the Class of
Service at the PRIM, NCOS and COS prompts.
Select Trunk Group Access Restrictions at the TGAR prompt.

Fletch
http://PBXTech.Net

[RHack]

If I remember right, you can set your BYTH to limit calls into the
queue. A BYTH of 0 means no calls can queue, calls will only terminate
to available agents. Adjust the BYTH to how many calls you want to
allow to queue. You then need to set your overflow treatments to
look like BSY BSY LNK BSY to provide a busy back to the caller,
(This is from memory, so please consult the NTP). Now this won't work
for you if you are currently using overflow to another queue. also, I
believe the calls have to terminate on a DID or TIE route.

Also, if you are using CDN's you may want to experiment with the
Call Ceiling.

--
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[Colin Longman]

This is a great way to do it however, you need the CO to program the SIDs onto the DID's.
By default, all DID's come in with a SID of "0" (zero) and it's only the CO that can
change them.

Colin

[Colin Longman]

The best way to do this, as someone has already mentioned, is to use ISA routes/service
routes but, this requires some involvement from the telco and, if your ACD DID's aren't
sequential, will break up how your DID's are routed.

Without using ISA, there is no way to limit a call going directly to an ACD queue.

What you can do though is send the call to a CDN first. Program the CDN's DFDN (default
DN) to be the ACD queue and, program the CIEL limit of the CDN to be the maximum number
of unanswered calls that can be waiting in the ACD. Calls above this number will be
given a busy.

Using IDC, point your DID's to the new CDN's and you're done. Your external callers
(those taking up trunks) can now be limitted and, your internal callers still call
the ACD DN that they always have.

Colin

[Fletch]

Great point, and if you have PRI from the CO, there is no trunk actually
tied up during the busy signal. A PRI message is sent back over the DCH only
that will generate the busy from the furthest back PRI connection, such as
the callers CO, or even the callers PBX if they have PRI outbound.

Fletch
http://PBXTech.Net

[Simon]

-beside SID'ing your routes(which means CO has to be programmed to do that)
you can try using CDN which can limit number of calls to your default
queues( a so called ceiling level... assuming you got PRI trunks on your
81C...:))
Simon.
Arnold Hamilton <firstiniti...@organization.com> wrote in message
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