3300 Agents can't make outbound calls when logged in

[phonebits]

Hey everyone.

Pulling my hair out with a customer issue. New to setting up ACD on the 3300 and am having an issue where when agents are logged into queue, they can't dial an outbound call. The display shows "Not Allowed" when they try. The agent ID COR is the same as the phone itself and I can't find anything in the COS that would prevent them from dialing out. These aren't typical ACD call center workers, but instead receptionists in a medical office so they need to be able to both make calls and receive queued calls inbound.

Suggestions?

 

[SXWizard]

If the 300 is using a PRI for trunks, then check the COS in the Agent ID form that the agents get when logged in. In that COS check that Public Network Access Via DPNSS is set to Yes in General>Trunk.

 

[phonebits]

They're using SIP trunking but that option on the COS form was indeed set to no so I toggled it to yes. I'll have to go onsite this week to test.

Thanks! I'll update the post when I've found if this works or not.

 

[sarond]

Also if using SIP trunks it may terminate that call if you are trying to display a CLID not within your range.
Try using CPN substitution to display a valid CLID.

Failing that, perform a SIP trace to determine why the call failed.