11C - ACD phones won't obey CFW

[4wireguy]

I am setting up 2 queues in a 11C running Suc 3.0 and removing MCR keys. Phones are M2616s, a mix of newer NT2Ks and NT9Ks... both fail, but some phones forward properly. I have swapped with known good phones. They have identical CLS and set up. MARP is correct. DID and non-DID are keys 2 and 3, with LHK key 3 on all phones. The managers for each group are in the respective queues. And, also have SCN keys of their subordinates DNs. I can't remember ever putting SCNs on an agent's phone... hmmm. Observing via LD 80 shows the phone is forwarded correctly, but when you call it... it rings the phone, but does FNA to the FDN upon reaching RCO. I have not tried removing the SCNs and testing, but they really need SCNs. Thoughts, suggestions welcome and I thank you all in advance. Let me know if posting capture files would help.

I really appreciate it... Thanks in advance,

Old 4wireguy

 

[bigindian65]

posting a non-working tnb would help.

Mato' Was'aka

 

[GHTROUT]

For Call Forward to affect a DN on a multi-line phone, the DN must pass at least one of these tests:

Test 1: The DN is KEY 00
or
Test 2: The DN does not appear more than one place.

If it passes one of those tests, it will CFW with the phone's CFW Key.

Based on your description, it fails Test 1 because these are ACD phones. So, the DNs must appear more than one place in your system.




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[GHTROUT]

Oops, I see Test 2 fails too:

Quoted "And, also have SCN keys of their subordinates DNs."




~~~
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[4wireguy]

GHTROUT and BigIndian,

I apprecitate your responses. Problem solved. This morning I outed the SCNs on supervisor phones and made them AGT keys.

Thanks again... Clint