Attendant Console- ICI keys 1

[picklemogg]

Hey all- first time I've had a reason to look into this and was wondering if someone could offer some assistance. The other day in one of our contact centers we were unable to dial out to all numbers. After review, it was realized that the operator had activated a trunk group busy key at the console.

I guess that this can be done by having a route setup on one of the ICI keys? Our programming:

ICI 00 R000 NCO NDID NTIE NFEX NWAT

My understanding is that R000 would indicate Route 0? Route 0 is actually a tie route to a business office and no LD/local calls route out via that trunk group. I'm guessing since we also had NCO, NDID, etc provisioned, it actually affected all routes vs just route 0 when the key was activated?

Any thoughts would be much appreciated. Thank you.

Moggs

 

[johnpoole]

it should have just blocked one route.. it's been decades since i had that happen... i never thought giving console operators that option was a good thing

john poole
bellsouth business
columbia,sc

 

[NortelGuy1979]

It'll only affect the route of the key pressed. They start at RT 0 on the lower-left, if I remember correctly.

Matthew - Technical Support Engineer

 

[StanleySteamer]

picklemogg - This is the Attendant Trunk Group Busy feature and not the ICI keys.
You can turn the feature on or off in customer data block
ATT_DATA
OPT xtg(off) itg(on)

Like Nortel4Matt said, if it the feature is on then the left column of keys on the console can block the route. I think they have to press shift + the TGB key to activate it.

 

[picklemogg]

Thanks for the replies all.

StanleySteamer- Are you saying there is a TGB key on the console? Is that normally located at a specific location on the console?

If so, once the TGB key is activated all trunks are blocked from making outbound calls or after the TGB key is pressed then you also have to press an ICI key and only the trunk referenced on that ICI key would be busied out?

Thank you.

Moggs

 

[StanleySteamer]

No if the feature is on then the entire left-hand column of keys 0 to 9 become TGB keys for routes 0 to 9.

 

[picklemogg]

Thanks bro.