Setting the ceiling value, CEIL=0 in CDN is correct. When CEIL=1 you will have one call queuing, the subsequent ones will receive busy tone. This is the correct operation.
- Change the CEIL setting for day and night using the load management commands on the Supervisors TTY.
- This alternative method could be tried. (See Supervisors Control of Queue Size).
On the ACD queue set:
OVTH = number of agents
OVBU = BSY BSY BSY BSY
This could also be tried with the CDN but the setting would be CEIL = 4 and OVTH = 3. The fourth call would receive busy because of the overflow threshold.
Only trained system administrators can make these changes:
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