ACD Interflow Issue

[EddieV3]

Hi, I have an issue that neither I nor our vendor can resolve. Any help you clever chaps can provide would be appreciated. I have an issue with an ACD Path. We have a Mitel MXe 3300, on version 10.0.3 (MCD 4.0 SP3).

Incoming DDI translates to path 84*00 in the system speed call table.

Path 84*00's primary agent group is 698.

The overflow and interflow busy/na destination is 7152. Release Digit Receiver After Recording is set to 'no'. Interflow is enabled, and enabled for 'interflow before time out'.

7152 is the RAD Hunt Group containing RAD port 7101.

7101 has RAD message 10 attached, and 7101 also routes to Voicemail Auto Attendant 7400.

7400 has 8 destinations, including '0'.

Currently, the issue we have is no DTMF input functionality on incoming external calls to the Auto Attendant number using the DDI.

The AA works fine when dialled internally, or when the DDI is pointed directly to 7152.

Any pointers? I have tried adding an interflow path dialling list, but that has caused the call to terminate.

Many Thanks

 

[dryaquaman]

Software version???

I think the problem is that you're using a RAD hunt group rather than just the normal AA function.

Try this: remove the RAD COS and forward directly to 7101.

Dry Aquaman

http://www.university-music-on-hold.com

 

[DoubleUT]

For some strange reason a lot of people are found of the AA on the 3300. If I look at what you are trying todo it is a lot easyer using the path overflow / interflow to an other path and use the Interflow dialing list. Very simple to setup and maintain.
The problem you are looking at might be Voice Mail channel to Voice Mail channel(Embedded RAD).
Go easy go Dialing list!

 

[kwbMitel]

The description of the setup does not make sense in a number of ways. It would be helpful if you told us what you are trying to accomplish instead of getting us to troubleshoot your solution.

I feel that you may be using the wrong terminology but I can't be sure. I have asked questions below assuming your terminology is correct. I hate making assumptions but you have to start somewhere.

Path 84*00's primary agent group is 698.
- Just guessing here but I'm assuming 698 has no agents?

The overflow and interflow busy/na destination is 7152.
- Overflow does not apply (unless you mean another agent group not supplied)
- Interflow does not have a Busy criteria

Release Digit Receiver After Recording is set to 'no'.
- After what recording? None have been mentioned.

Interflow is enabled, and enabled for 'interflow before time out'.
- Why?

7152 is the RAD Hunt Group containing RAD port 7101.
- You are interflowing to a RAD? Why? It hangs up after playing.

7101 has RAD message 10 attached, and 7101 also routes to Voicemail Auto Attendant 7400.
- The Rad routes to AA 7400. Why?

7400 has 8 destinations, including '0'.

Currently, the issue we have is no DTMF input functionality on incoming external calls to the Auto Attendant number using the DDI.
- This sounds as if you are actually using the recording function (not interflow) and have not configured your Path Interflow dialing list. If this is true, the release digit receiver option mentioned earlier not being active could also be a factor.

The AA works fine when dialled internally, or when the DDI is pointed directly to 7152.
- If it works Fine in this mode, why not use it this way?

Any pointers? I have tried adding an interflow path dialling list, but that has caused the call to terminate.

Many Thanks


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What's most important is that you realise ... There is no spoon.

 

[MitelExpert]

Use a nametag hunt group instead.