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!
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!