3905 ACD phone - DN beeps just once 2

[bombaytelecom]

Hi,

This is probably a stupid question and i should know the answer but i am struggling to solve a problem with one of our call centre phones.

The phone is a 3905 and it is used with Smposium the ACD position ID is on Key 0 and the DN is on Key 3.

When the user is getting a call through on their extension then all it does is Beep once and that is it.

How can i change it to ringing?

Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording

 

[bigindian65]

cls rngb

Mato' Was'aka

 

[johnpoole]

cls fita, will give you repeated beeps on a set in use

john poole
bellsouth business
columbia,sc

 

[bombaytelecom]

sorry perhaps i worded it wrong,

with the ACD queue it beeps once in the CSR's ear and then cuts through however on the normal extension it beeps once and does nothing (the call sits there on the DN until answered or the caller hangs up) i would like it to either Beep more than once or ring with a normal tone!

I have enabled both FITA and RNGB!

Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording

 

[bigindian65]

adding both fita and rngb should have done the trick unless it need lpk defined for what key the DN is on

Mato' Was'aka

 

[bombaytelecom]

sorry i dont know what lpk does or is? could you give me an example?

Thanks

Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording

 

[bigindian65]

line preference key, I don't think you should need it if you have fita and rngb in cls, but could try it I guess
cls ira ola
Item: lpk xx


Mato' Was'aka

 

[nhphoneguy]

you have call forcing on the ACD key. This does not apply to a DN key. You have to answer it.

 

[nhphoneguy]

Sorry, I submitted before I was done-
FITA and the key being an SCR key should be all you need for the DN key to continue to ring until answered.

 

[bombaytelecom]

FITA is enabled and key 3 is SCR however it still only beeps once. i have printed the TNB so could someone please take a look and tell me what i am missing?



REQ: prt

TYPE: tnb

TN 004 0 00 04

DATE

PAGE

DES



DES 004000

TN 004 0 00 04

TYPE 3905

CDEN 8D

CTYP XDLC

CUST 0

FDN

TGAR 1

LDN NO

NCOS 0

SGRP 0

RNPG 0

SCI 0

SSU

XLST

SCPW

SFLT NO

CAC_MFC 0

CLS CTD FBD WTA LPR MTD FND HTD ADD CRPD STSD

MWD LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1

POD DSX VMD CMSD SLKD CCSD SWD LND CNDD

CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD

ICDD CDMD MCTD CLBD AUTU

GPUD DPUD DNDD CFXD ARHD FITA CNTD CLTD ASCD

ABDD CFHD FICD NAID RNGB AGRD MOAD

UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD

DRDD EXR0

USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

FDSD NOVD CDMR

CPND_LANG ENG

HUNT

LPK 3

PLEV 02

CSDN

SPID NONE

AST

IAPG 0

AACS YES

ACQ AS: TN

ASID 17

SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19

SFRB 1 2 15

USFB 1 3 4 5 6 7 9 10 12 13 14 15

CALB 1 3 4 5 6 8 9 10 11 12

FCTB

ITNA NO

DGRP

PRI 01

MLWU_LANG 0

MLNG ENG

DNDR 0

KEY 00 ACD 7004 0 7433

AGN

01

02

03 SCR 2447 0 MARP

CPND

CPND_LANG ROMAN

NAME 4TH FLOOR CALL CENTRE

XPLN 27

DISPLAY_FMT FIRST,LAST

04 ACNT

05

06

07

08 MSB

09 NRD

10

11

12

13

14

15

16

17 TRN

18 AO6

19 CFW 4

20 RGA

21 PRK

22 RNP

23

24 PRS

25 CHG

26 CPN

27 CLT

28 RLT

29

30

31

DATE 1 MAR 2010



Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording

 

[bigindian65]

have you tried a different set? Have you checked the Buzz, and other volume settings on the phone itself?

Mato' Was'aka

 

[bombaytelecom]

I believe that has already been tried but i will try it for myself!

Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording

 

[Nortellian]

Patch number MPLR 21143 should be loaded onto the call server.

 

[Tman45]

Maybe the patch will fix it, but is this person on an ACD call when this happens? It is a courtesy that the SCR will buzz (beep) instead of ring. Below is the answer from my Telecom Engineer. If you can provide some more detail we may have a better answer for you. I was thinking something with Call Presentation Class on your Contact Center, but that sounds like you have it set to force (beep) to the ACD which is correct.

"yeah, call presentation is a different function between the ACD key and the SCR key since the ACD key is controlled by the SCCS function. If he's getting a DN call while on an ACD call, it will only buzz, not ring as courtesy (less disturbing to the ACD call)."

 

[bombaytelecom]

Thanks for your help guys, i managed to solve it, it seemed to be that actual handset itself, i am going to flash the firmware on the phone and use it as a test case to see if i can get to the bottom of the issue.

Thanks for all your help and effort!

Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording