ACD? MCR? How Best to answer main line? 2

[RobertLRhodes]

Ok... let me see if I've learned enough to ask a logical question.

Call comes in 544, to the main PBX console.

We want to have the 2 other phones at our resort's front desk ring, as well as a phone in the back at reservation, when a call comes into the main line.

MCR doesn't seem to be any good - I get an error telling me that I have the wrong type being assigned to the key. (I presume it means console versus 3904.)

So... what's my best solution? Should I somehow forward all incoming calls to 544 to a pickup group? (Which I presume means an ACD?) We're not concerned about having agents logging on or off... we just want the phones to ring when a call comes in, so that our workers don't have to necessarily be at the front desk to take the call.

Suggestions? (I'm an IT manager with 15+years of network engineering work for a history.. and about - oh - 2 weeks of MMail and Nortel so far... so please, be gentle.)

Thanks!

 

[wdhb]

If your using an M2250 console, then you wont be able to use system phones in this call scenario. Assuming it is an M2250, the main number 544 is probably set up as an LDN number in LD15. If you are using a T1, or E1 for your exchange lines, you need an LDN set for IDC in LD49 to work, so you would need to be careful if you intend to tear this out.
Regardless, you can't use mixture of M2250 & M3xx phones with ACD or MCR.

 

[johnpoole]

your best bet would be to ring a "nite" bell that all three users could pick up.. pickup group and acd are two different functions, mcr's are a good choice, but not with the console in the loop. simple scr with a lhk defined both sets would work without the 2250, then have forward no answer set to the 2250 after x rings.. if you decide how you want to build it, let us know and we can help with the commands

john poole
bellsouth business
columbia,sc

 

[hawks]

MCR will work, what is the error code that you are getting? Or like the others said your next best thing would probably be call pick-up.

 

[ArchTelecom]

I'm with John on this one. Nite bell and call pickup is an easy fix.

 

[RobertLRhodes]

A "nite" bell? I know of the night-shift setting on the console? Or are you referring to something else?

We're not concerned about answering calls on the console. As far as the front desk is concerned, they'll just use the console to set wake-up calls for guests. We're just concerned about forwarding calls from the main line to (I guess) a pickup group.

We have our CLS set on the console so that, during the hours of 11PM to 6:59AM, calls after the 4th ring at the console are redirected to our security department. (Front desk isn't 24x7, but security is.)

Could I change it so that calls during the day are immeidately forwarded to the pickup group, and during the night are immediately forwarded to security? (As opposed to waiting after 4 rings before forwarding.)

 

[RobertLRhodes]

Hawks - "MCR will work, what is the error code that you are getting?"

SCR0375 - DN type conflicts with input DN type.

I'm presuming that:

DN type = the 3904 I'm trying to program the key on and

input DN type = 544 -> the main number for the console.

Tonight I'm going to see if I can create a pickup group, and have a test number forward to it. If that works, then I'll see about getting 544 forwarded over instead of my test number.

 

[hawks]

The DN type is MCR so it sees 544 as a different type and will not let you use it as an MCR DN.
What you can do is set up another MCR DN and assign it to those phones. Then under your night programming in the CDB put that DN in for NIT1 and put security in for NIT2. Then when you have the console in nights it will ring the MCR phones during the day and the security phones at night(you set the times). Also if you want to answer the calls at the front desk then they can take it out of night mode and the calls will ring in at the console. Good luck

 

[RobertLRhodes]

The good news is that I was trying for just that result. (So, there may be hope for me yet.)

The bad news is that, I must be unfamiliar with which overlay to use to edit the night programming. I've viewed it, and have printed it out (just in case I lose my mind and need to put it back the way it was.)

Later today I'll hit the books again, and see if I can figure out which LD to use.

But if someone could point to the right LD, that would save me some book reading time.

 

[hawks]

LD 15

 

[RobertLRhodes]

Hm... I tried LD 15, and it didn't do anything last night.

By that I mean, it didn't do *anything*. No prompts came up. No errors came up either. Nada.

I'll try again today and see what luck I get.

 

[RobertLRhodes]

Ok, I tried LD 15 again, and it's still doing nothing.

The only response I get is OVL309:

-----
> ld 15
>
>
OVL309
-----

Anyone have any ideas on this one?

 

[hawks]

LD 15 should return a REQ prompt. If it don't let you into LD 15 then you probably only have the Level 1 password.

 

[RobertLRhodes]

Yep. Looks like that's the case. And this after signing a waiver so that I could have the "magic password" to do the work myself, instead of Verizon coming out to my resort. (They were supporting the system per the previous resort owners. Nothing like being charged for creating a new extension, or moving a phoneset.)

Time to make a dirty phonecall back to Verizon Hawaii again.

Thanks to everyone for all your help. At least now I think I've got a chance at getting this thing done.... right after I pounce on Verizon.

 

[RobertLRhodes]

Ok. I'm fully authorized now. (again)

Everything is done successfully, and ready to be turned "on." However, Verizon has previously worked on setting up a Time of Day Control Definition that is still taking over when I place the console on busy/night mode.

So, I presume that there is a code somewhere that is forcing calls from the console directly to the MMail ToD Def... as opposed to letting the switch - and the nite_data I set in LD 15 - be in charge.

How do I stop the forwarding/use of the ToD, and allow the switch to do all the work?

(Did I make any sense? Or did I mangle my question beyond understanding?)

 

[johnpoole]

look at the idc tables in ld 49.. prt idc return... and also print the number in your nite table

john poole
bellsouth business
columbia,sc

 

[RobertLRhodes]

Ok. I've got a couple of digits being converted.

392 -> 537
554 -> 0

This system is about 3 years old. I've only been here about a few months. What/Why 392 is converting to 537, I've no idea.

But 554 becoming the operator is right on target.

I hate to admit my ignorance [again] but.... I don't know what this has to do directly with the PBX/console not going to nite_data. ??

In the meantime, I'll investigate the settings of the ATTendent under LD 21. Maybe something there is forwarding the console to the MMail system. ??

 

[RobertLRhodes]

Woo Hoo! Ok.

AODN was set to an message service. When set to busy/nite on the console, it would go directly to the service, instead of getting the info from the nite_data.

Once I removed the number from AODN, the nite_data took over, and my 570 MCR's worked like a charm.

Now. New problem. (Yes. I know. You didn't see it coming.)

If nobody answers any of the 3 phones setup for MCR ext. 570, the call goes back to PBX/console... where it rings 4 more times before going to the message service. ("All staff is busy..please press 1 for..." yada yada...)

So it's ringing 8 times before going to message.

Where/what do I change so that after the first 4 rings, it goes directly to the message service?

 

[johnpoole]

prt the dn for 570, the set that it is marped on will control the forward no answer, change that to your voice mail dn and make sure the rco on that set is the correct number to forward after 3 rings..in ld 21 prt rdr.. the cfn0 will be defined there, the number beside those prompts is the number of rings before forward no answer. that number is the answer to the rco prompt at the set level. ie my cfn0=3 cfn1=5, etc my set rco=0 therefore my set forwards after 2 rings.. for day and night to be changed look at the route to see if both day and night are defined, if the same idc is used then the number will recieve the same translation in both cases, to make a change when the console goes into night you'll need table for each prompt

john poole
bellsouth business
columbia,sc

 

[RobertLRhodes]

Wow! It's like magic.

John - Everything was set except the FDN, which was going off to the wrong extension.

Once I changed that to the messaging service.. Boom! It gets there in 4 rings, if nobody answers any of the MCR phones.

A big mahalo nui loa (thank you very much) for everyone's help!

Aloha!