Advice needed

[pbxNewb]

I'm having a routing problem of sorts on my CS1000. I have a department that forwards their phone at night to a call answer service (which is a toll free number). The problem we are running into is if a caller calls and gets forwarded to the answer service and someone else calls they get routed to the local facility operator.

I tried setting up an ACD that points at the toll free number, and then having them forward to that. Running that way the second caller gets either a continuous ring, or lots of ringing with no answer followed by a fast busy. I've talked with the answer service and they say their phone doesn't ring when this happens and that its on our side.

Is this a limitation of the PBX or is there something I can modify on the RDB/CDB to get around this, or a better way of setting it up? They are getting all hot and bothered and I don't know what to tell them. The funny thing is the problem seems to have just cropped up, but it could be they just never noticed it before because they wouldn't know they were missing calls unless it was reported from the outside or call volume has increased lately.

I was thinking of trying it with a Phantom but wouldn't it do the same as the ACD? I'm setting MAXP to 1 on the ACD, should I set it to something higher? I believe thats just the number of agents in the queue though and doesn't apply to what i'm using it for right? As always, appreciate the help!

 

[johnpoole]

it's not in your box.. try calling the answer service dn from three or 4 lines at the same time to see if you get the same results.. what i would do is

new
acd
0
1234
maxp 1
ncfw 91800+7digits

that would send any vacant dn (1234) to the 800 and can not by default get a busy.. that would prove the problem is not in your switch setup..

john poole
bellsouth business
columbia,sc

 

[SL1M1]

I would use a Phantom DN thats dedicated forwarded to that external number rather than your users forwarding to an ACDQueue/MAXP1/NCFW 9xxxx which I'm surprised it allows and takes the forwards ?

Cheers !!

 

[Johnthephoneguy]

Why would it not take the forward?

Thats a common practice to build an acd with MAXP 1 to forward callers for extended/permanent use.



JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[pbxNewb]

They are not getting a busy, just continuous ring, and after a whole bunch of rings it goes fast/busy. I tried duplicating this on my local PBX to an internal extension using an ACD and calls placed at the same time went through fine. shouldn't it work fine with just doing a CFW direct to the toll free number from the set? I don't know why callers hit the operator when the second call comes in. I checked the CLS of the phone and it does not have FBA set (it is FBD).

 

[GHTROUT]

Some find answers here... just putting it out there

http://www.ghtrout.com/rdr/

[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[johnpoole]

fyi: the reason a lot of us use maxp 1 acd's is because it does not burn a lic or a tn.. when i took over maint on this box they had 300 phantoms, a lot of which was just old programed trash that was no longer needed.. now we have one phantom..

john poole
bellsouth business
columbia,sc

 

[johnpoole]

if your getting rna then busy, the remote forward is to a bad number.. if i forward my did to my home and don't answer my home, it forwards to my cell.. if the cell is off, i get the same thing, 5 rings on my home, then a busy..


i can duplicate the same here internal by adding a dsc to a group hunt, the dsc routes to a cisco wireless.. if the wireless if off, instead of ringback from that qsig, i get an atb

john poole
bellsouth business
columbia,sc

 

[pbxNewb]

OK, how about this. The number this department has published is not in our DID block. It is being call forwarded by the phone company to one of our DID numbers (from when they moved from their old site to an on-campus location). During the day, the number has 4 rollover "hunt" lines which work correctly. When they forward the line at night, they of course lose those rollover lines. Is it possible that when the call hits the local telco, and then gets forwarded to our PBX it could hit a "busy" if the line was already in use from the forward? I assume there is a handoff time from the forwarded line to the ACD before it becomes free again for the next call (few seconds maybe?).

I duplicated the setup on a different phone with a different toll free number and it accepted multiple calls no problem. The only factor I cannot replicate is the outside line being forwarded to one of our DIDs. Is it then plausible to push this off to the telco for resolution?

 

[napatamm]

How many remote call forward paths are programmed from the telco?

We have a similar scenario here where our main number is RCF to a main DID on our PRI. When the telco sets up the RCF, they only assign one path which only allows one call to get through and the second call will receive a busy signal.

We had to order 10 additional RCF paths from the telco to allow up to simultaneous callers to get through. This has no ACD setup, but we have other numbers with ACD that work the same way.

I tried to take it one day at a time, but a whole bunch of them attacked me at once!