Why does setting the CDN Ceil = 0 work during the day but not at night when all agents are logged out?

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.

  1. Change the CEIL setting for day and night using the load management commands on the Supervisors TTY. 
  2. This alternative method could be tried. (See Supervisors Control of Queue Size).

    On the ACD queue set:

    OVTH = number of agents

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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