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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: teqwize on July 21, 2021, 03:27:07 PM

Title: ACD Path unavail
Post by: teqwize on July 21, 2021, 03:27:07 PM

Hi, one of our ACD paths went to DND and calls are going to ACD unavailable answer point.
when i do LOCATE FEATURE EXTENSION XXXX i get

Quote

The number refers to an ACDII Path.                                             
 Pilot Number: 8502                                                             
 Active Features :                                                               
 Do Not Disturb

Title: Re: ACD Path unavail
Post by: ralph on July 21, 2021, 04:00:12 PM

First, be sure you have an agent logged into the path.
If you do, then you can use a Remote Do Not Disturb Disable code (FAC) to turn it off. 
You'll need to be sure the COS of the phone you use to enter the code has the ability enabled.

Ralph

Title: Re: ACD Path unavail
Post by: teqwize on July 21, 2021, 04:02:22 PM

Thanks, Ralph.
I confirmed agents were available, I did the FAC, and it's now working.

Any idea how an ACD path gets in DND.

Title: Re: ACD Path unavail
Post by: johnp on July 21, 2021, 09:09:02 PM

Maybe turn off do not disturb?

Title: Re: ACD Path unavail
Post by: chrismitel on July 22, 2021, 05:29:24 AM

If users have access to contact centre client and monitor the queue that way it can be put in by accident.  I have seen it occur a few times.  ACD inspector should show it or the raw ACD file with verbosifier.