Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations John Tel on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Answering DN on 1150 call center environment

Status
Not open for further replies.

lucben

IS-IT--Management
Feb 4, 2008
8
CA
Hi,

We are having problems using a Nortel 1150 with a Plantronics wireless headset (USB). The phone has the latest firmware (3.2) and the key 0 is the ACD for a call center. On the key 3 there is a personnal DN. Even with a wired headset we can't take calls on the DN, but only from a ACD call (key 0). Here is the related thread: thread798-1481847 which doesn't seem to have been anwsered. How can we answer automatically on DN of the key 3 ?

Thank you.

DES 2258
TN 073 0 00 30 VIRTUAL
TYPE IPACD
CDEN 8D
CUST 0
ZONE 030
FDN 7000
TGAR 1
LDN NO
NCOS 6
SGRP 0
RNPG 0
SCI 0
SSU 0000
XLST 0
SCPW
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NIA OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDD
CFTD SFA MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXA ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
VOLA VOUD CDMR ICRD KEM3
CPND_LANG ROM
RCO 0
HUNT 7000
LHK 3
LPK 3
PLEV 02
CSDN
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 2002 30 2702
AGN
01 NRD
02 MSB
03 SCR 2258 30 MARP
CPND
NAME TEST 1150
XPLN 24
DISPLAY_FMT FIRST,LAST
04
05
06
07
08
09
10
11
12
13
14 ASP
15 EMR
16
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 19 MAR 2009
 
I was going to say IRA and the LPK, which seem correct.
Is the ACD Q set to restrict DN access if the agent is not logged in? RDNA=YES?
 
Hi,

Thanks for the quick reply.

Yes IRA and LPK was my first thought as well. The ACD Q is with RDNA : NO. I have tried to put the DN on the key 1 but no success. The PBX release is CS1000 4.5.

I have asked to some guy at Nortel, but don't expect to have much from them at the moment...

Thanks
LB
 
It works fine on my 5.0 switch with the DN on key 1 so I guess I can't be much help.
 
I would have a doubt that the problem is the switch's release.

Guycable, are you really using an 1150 IP phone with ACD on key 0 and DN on key 1 ? AND, can you really answer with a wireless headset on calls coming on key 1?

Can you confirm the following? If it is really working like the above would you mind to print your phone's config?

Thank you
 
have you tried aaa in class

john poole
bellsouth business
columbia,sc
 
Yes it is really working. Just got done trialing the 1150 in our lab to replace 2616s in our call center.

DES 1150CC
TN 192 0 00 00 VIRTUAL
TYPE 1150
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 001
CUR_ZONE 001
ERL 0
ECL 0
FDN 3399
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW 8914
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
VOLA VOUD CDMR ICRD MCDD T87D KEM3 MSNV FRA PKCH
CPND_LANG ENG
RCO 0
HUNT 3399
LHK 1
LPK 2
PLEV 02
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3410 0 5310
AGN
01 SCR 1914 0 MARP
02
03
04
05
06
07
08
09
10
11
12 NRD
13 MSB
14 ASP
15 EMR
16
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 24 FEB 2009


NACT
 
Thanks guycable for sharing your infos. I still haven't found what's wrong on our 1150. Impossible to put the class AAA.
SCH0950
Prime DN must be a single appearance DN for Automatic Answerback. The
AAK key is removed or the AAA class of service is reset to AAD.

Can you tell one more thing guycable? What are the settings on your phone. The headset type? And the settings in the config menu; Preferences/Heasets...?

Thanks
LB
 
My 1150 test phone is gone now. I'm waiting for the new ones we ordered so I can't check but I believe Active Headset type was set to USB.

The Headset I used is a CS55 USB.
 
Wondering if you found a resolution to your issue. We purchased some 1150s and started rolling them out with the 3.2 firmware. It appears that we aren't able to answer key 1 automatically with the headset and we don't hear beeping when it's ringing. I'm thinking we were on an earlier firmware or something when I was testing.

I haven't been able to try another firmware yet.

The CS50 will pickup key 0 but not the other keys. Weird thing is the headset and key 1 go off hook at boot up.

An 1140 as a ACD phone works perfectly and can answer either key.
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top