Call Center DN Answer Issue

[courtneyh]

We have a working instance of call center pro that has been functioning fine for months. We have target lines assigned to auto answer into skillsets. I am having an issue when we dial the DN directly call center does not answer the call into the skillset. The only way i can get call center to answer the call is by dialing the target line.

What setting would be affecting this?

924-2222 is answered by call center
2222 just rings indefinitely

any help is much appreciated

 

[biv343]

This is normal (for Norstar/BCM anyways).

All calls to ACD need to originate on a trunk, meaning that you need to dial the outside number. You can't dial the internal CDN.

 

[courtneyh]

Thank you.