ACD calls forward to external number

[newsgazoo]

We have a CallCenterWorx 2.0-201 ACD system with NEC NEAX 2400 PBX. My company needed the ability to send ACD calls to one of our remote offices. So I set up an additional ACD phone and then E600 the ACD virtual numnber of that phone to the external number. The problem is that when you logon to that phone and it picks up an ACD call it forwards to the external number, but then gets stuck in WORK mode and then all ACD phones will ring busy until which time you log that new ACD phone out out of the ACD queue. I assume I am missing something or is my scenario even possible?

 

[belevedere]

Features like DND and CF defeat the purpose and operation of ACD. If you want calls to be transferred off site after answered by the ACD, then set it up in the CCV with a TRF statement followed by the phone number in the TRF field.
EX:
pause 6
queue to split
announce x
pause xx sec
trf 1



1 = 9,1-area code- number

 

[newsgazoo]

Thanks for the help on this! I haven 't had to do much with this system since it was put in years ago with the exception of changing users and logons. I put the external number in the CCV and watching the monitor it will ring the external number and then connect, but then goes into work mode and stays in work mode until you manually push the work mode button to off. I thought the work mode was a system wide setting and not for each individual phone in the ACD?

 

[belevedere]

The work mode setting is in the split data.
Auto work on PBX ring
Auto work on PBX answer
Auto ready on PBX idle
or, work mode time out.

 

[newsgazoo]

We have the split set up to auto work after call with a recovery time of 30 secs and all the phones work fine, but the phone that is sending calls externally is the only one that doesn't recover after the 30 secs.