ACD PATH in resilient mode

[sunspark]

Hi ;

i just want to know how you are doing to make an acd work in resilient mode.

 I have two Pbx in cluster/resilient. the goal is to operate my "workflow" when I switch to the second PBX .


i have DID +1xxxxxxx --> 2*60 (phantom extension) call rerouting always to :

12 : day
11 : night 1
10 : night 2

Route 12 --> acd path 1*111 ---> interflow 1111 (Nupoint mailbox call flow)
Route 11 --> acd path 1*222--->  interflow 2222 (Nupoint mailbox call flow)
Route 10 --> Accd path 1*333--> interflow 3333 (Nupoint mailbox call flow)

Everything works when i'm connected to the first Pbx.

but if i shutdown Pbx 1 how can i make it works ? because Acd path are not resilient .

Any best practice will be appreciated

Thanks.

[sunspark]

Do not know if this has been updated recently.

Hi , do you have answer ?

[ghost]

Acd paths as you have discovered can not be made resilient so you will need to make a second set and create a method to direct the calls appropriately

create corresponding acd paths on the second controller
make a hunt group on the first controller resilient to the second controller
setup call reroute on each hunt group to the corresponding acd path on the first controller, then set up call reroute 1st alt to the corresponding acd path on the second controller

You can adjust to suit your requirements

[sunspark]

Acd paths as you have discovered can not be made resilient so you will need to make a second set and create a method to direct the calls appropriately

create corresponding acd paths on the second controller
make a hunt group on the first controller resilient to the second controller
setup call reroute on each hunt group to the corresponding acd path on the first controller, then set up call reroute 1st alt to the corresponding acd path on the second controller

You can adjust to suit your requirements

Hi Ghost ,

You can't put an Acd path in a hunt group "Members must be stations or broadcast groups"

[ghost]

Hi Sunspark

you dont add the ACD as a memember of the Hunt group, you setup a call reroute on the hunt group number to the ACD path

[sunspark]

Hi Sunspark

you dont add the ACD as a memember of the Hunt group, you setup a call reroute on the hunt group number to the ACD path

Hi Ghost ,

Maybe i was not clear , i have 3 acd path.

Attached the design.

if you have a solution i will appreciate.

[Tech Electronics]

Sunspark,

I haven't done anything with ACD yet, but couldn't you just export the ACD Path out of your first controller and import it into your second controller? Your phantom extension wouldn't know the difference after it has failed over so everything should work the same. The agents would have to log into the new one the same as the old one and when they fail back over they would need to do it again, but I don't see how they wouldn't have to do that in any scenario if the path doesn't fail over.

Thanks,

TE

[sunspark]

Sunspark,

I haven't done anything with ACD yet, but couldn't you just export the ACD Path out of your first controller and import it into your second controller? Your phantom extension wouldn't know the difference after it has failed over so everything should work the same. The agents would have to log into the new one the same as the old one and when they fail back over they would need to do it again, but I don't see how they wouldn't have to do that in any scenario if the path doesn't fail over.

Thanks,

TE

Hi Teck ,,

1.I don't have any agents.
2. you can t use the same acd path in two nodes in the same cluster.
3. i use acd only to route the call the right destination.

[Tech Electronics]

Sunspark,

As I am now confused as to what you are really trying to accomplish I think I will step out of this one. I don't know why you would create an ACD Path if there aren't any agents to answer those calls.

I hope that you find a solution to your problem.

Sorry,

TE

[sunspark]

Sunspark,

As I am now confused as to what you are really trying to accomplish I think I will step out of this one. I don't know why you would create an ACD Path if there aren't any agents to answer those calls.

I hope that you find a solution to your problem.

Sorry,

TE

What i try to do is vey simple.
I have did 02xxxxx and i want to rout it to 3 diffrentes mailbox(call director with multiple choice menu) day. Night1 and night 2.

So i create phantom extension and i put my 3 mailbox in 3 acd path. That all.

[VinceWhirlwind]

What is the requirement that leads to three different mailboxes?

[sunspark]

What is the requirement that leads to three different mailboxes?

Mailbox 1 = day message + IVR + multiple choice menu with diffrents destination ( blink transfer)
Mailbox 2 = Night 1 message =  our offices are currently closed .....
Maibox 3 = Night 2 message = our offices are exceptionally closed .....

So my configuration

Did --> inward dialing to a phantom extension --- > then according to the mode D, N1, N2 ->  Acd path 1 for day, acd path 2 for Night 1 , Acd path 3 for Night 2  -> on each acd I put the number of the mailobox that corresponds to my message

It works , but i want to do the same thing in resilient mode.

[Tech Electronics]

Sunspark,

Why do you need to use an ACD Path for this function? It would never had entered my mind to even try to do it that way for your scenario.

What would be the pros and cons of doing it that way?

Why not just use a Trusted Device Phone, which can be resilient, and then route them to the correct mailbox?

Of course I may be making a bad assumption, but if the Voice Mail system isn't a NuPoint it may not allow for Alternate Numbers; in which case the above may not work.

Thanks,

TE

[sunspark]

Sunspark,

Why do you need to use an ACD Path for this function? It would never had entered my mind to even try to do it that way for your scenario.

What would be the pros and cons of doing it that way?

Why not just use a Trusted Device Phone, which can be resilient, and then route them to the correct mailbox?

Of course I may be making a bad assumption, but if the Voice Mail system isn't a NuPoint it may not allow for Alternate Numbers; in which case the above may not work.

Thanks,

TE

Hi tech ,

because if you don't use ACD path ( rerout to mailbox) you dont have the Day , Nighr1 , Night 2 message but instead --> welcome to message center.....

[Tech Electronics]

Sunspark,

That is only if you send them directly to the VM Hunt Group if you send them directly to a Call Director Box then it would play the Call Director Message.

Thanks,

TE