call forward (all calls) does not work for new acd phone 1

[dougblythe]

I was tasked with setting up the admin assistant with an acd phone as she would be handling the overflow spanish customer service calls.

I originally changed her existing phone and bumped her defined keys further down to allow for the queue, makesetbusy and notready.

When she is away for lunch or long term she is in the habit of forwarding calls to voicemail so the phone does not ring. It behaves like I have not put an entry in call forward. I have tried the voicemail number and my cellphone but it will audibly ring 4 times and then go to her voicemail.

I tried changing several class options to no avail. I confirmed other acd phones in the office do call forward all calls and used one as a template for outing and building her phone with it. No change, it still rings and then goes to her voicemail.

For now I am having her go makesetbusy while she leaves, but I would like to figure out what I am missing.
Below is the printout of the phone.

68800 is voicemail



REQ: prt

TYPE: tnb



TN 244 0 04 11

DATE

PAGE

DES


DES 68936
TN 244 0 04 11 VIRTUAL
TYPE 1140
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00005
CUR_ZONE 00005
MRT
ERL 0
ECL 0
FDN 68800
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 8
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFA CRPD
MWA LMPN RMMD AAD IMD XHD IRA NIA OLA VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUA DPUA DNDA CFXA ARHA FITD 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 PRED RECA MCDD T87D SBMD
KEM3 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD
CPND_LANG ENG
RCO 0
HUNT 68800
LHK 4
LPK 4
PLEV 02
PUID
UPWD
DANI NO
SPID 69810
AST 00
IAPG 1
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 7 8 9 10 11 12 13 15 16 17 18 19 28 29 33 35 36 37 38 39
SFRB 1 2 15 32 33 34 35 36 37 38 39
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 1
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 62900 0 69890
AGN
01 MSB
02 NRD
03 SCR 68890 0 MARP
CPND
NAME Mxxx, Gxxxxx
XPLN 27
DISPLAY_FMT FIRST,LAST
04 SCR 58890 0 MARP
CPND
NAME Mxxx, Gxxxxx
XPLN 27
DISPLAY_FMT FIRST,LAST
05 SCN 68827 0
CPND
NAME Wxxxxx Sxxxxxxxx
XPLN 27
DISPLAY_FMT FIRST,LAST
06 ADL 16 9777xxxx
07 ADL 16
08 ADL 16
09 ADL 16 9892xxxx
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 68800
17 TRN
18 AO6
19 CFW 16 68800
20 RGA
21 PRK
22 RNP
23 SCC 0026
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 24 FEB 2016








thanks in advance for any assistance.

doug

 

[KCFLHRC]

So she is pressing the forward key, inputting on the dial pad 68800 and then pressing forward again? Correct? Then the phone should show that it is call forwarded. After she does this once then she should be able to just press the forward key twice because it will remember where she forwarded last.

 

[dougblythe]

kcflhrc, correct. it will show cfwd for a short duration. However, it does not seem to take, in the effect that it will still ring at the phone and eventually go to voice mail. Even if I put an external number in (e.g. my cell phone), it will still ring at the phone and then go to voicemail. it is like the call forward no answer is working but not the call forward all calls.

 

[yyrkroon]

When the phone rings, is it ringing on the DN key, like someone called the DN and the call didn't come from the AACC.

Is the phone logged out?

Trace the phone in ld 80, does it show key 19 forward activated?

 

[KCFLHRC]

I wonder if this could be a firmware issue on the phone. Have you rebooted the phone after you made these changes?

 

[dougblythe]

kcflhrc, yes, I forgot to include I have rebooted the phone also.

gibblett I will try making the change.


yyrkroon, yes it is ringing on the dn (and displaying me as the caller). I have tried it with the phone logged out and it behaved as described above, I believe it behaved the same way while logged in but I would want to test again to confirm.

thanks,
doug

 

[KCFLHRC]

SFA/SFD will have no affect since it is only forwarding one time.

 

[KCFLHRC]

Wait a minute, what kind of voice mail and how is it connected? Call Pilot or 3rd party?

 

[dougblythe]

callpilot

sfa/sfd did indeed not have an affect.

It does behave the same way regardless of being logged in or not

with the phone logged in and call forward set to 68800 (it still rings at the phone).


.trac 244 0 04 11


VTN 244 0 04 11
KEY 0 ACD IDLE
KEY 1 MSB IDLE
KEY 2 NRD ACTIVATED

KEY 3 SCR MARP IDLE
KEY 4 SCR MARP IDLE
KEY 5 SCN IDLE
KEY 6 ADL IDLE
KEY 7 ADL IDLE
KEY 8 ADL IDLE
KEY 9 ADL IDLE
KEY 10 ADL IDLE
KEY 11 ADL IDLE
KEY 12 NUL IDLE
KEY 13 NUL IDLE
KEY 14 NUL IDLE
KEY 15 NUL IDLE
KEY 16 MWK IDLE
KEY 17 TRN IDLE
KEY 18 AO6 IDLE
KEY 19 CFW ACTIVATED

KEY 20 RGA IDLE
KEY 21 PRK IDLE
KEY 22 RNP IDLE
KEY 23 SCC IDLE
KEY 24 PRS IDLE
KEY 25 CHG IDLE
KEY 26 CPN IDLE
KEY 27 NUL IDLE
KEY 28 NUL IDLE
KEY 29 NUL IDLE
KEY 30 NUL IDLE
KEY 31 NUL IDLE

 

[KCFLHRC]

Have you verified an ACD phone that does work and then do a stare and compare between that phone and the one that doesn't work?

 

[yyrkroon]

is the DN a multiple appearance, if yes temporarily remove the other appearances and see what happens. I know you have the marp on this TN, but sometimes that breaks in an ACD environment.

 

[dougblythe]

yes sir.

It was working on the phone prior to me changing it to acd.

I did the stare and compare and didn't see any difference. I had also[sup][/sup] outed the phone and used a template from one of the phones that does work as expected. It did not seem to make a difference.

 

[KCFLHRC]

You say you used a template? What do you mean by that? I would deacquire the phone, build it back by hand and test. Then acquire after you verified it is working.

 

[dougblythe]

not being as familiar with codes i was using the element manager functions.
I deacquired, deleted the phone and then added it using a phone i had made a template of. (my understanding is with element manager you can save a phone config and use it as the basis of an add), i made the necessary changes to the model to create the phone and then reacquired. i also rebooted the phone a couple of times afterwards.

 

[StanleySteamer]

Maybe you missed the post from yyrkroon?

 

[KCFLHRC]

Can you post a print out of the phone that does work and then also post the one that doesn't currently work? It's easy to miss something. And by all means verify the phone that is working is really doing so.

Thanks

 

[dougblythe]

I'm sorry, stanleysteamer and yyrkroon, i had missed the last post from yyrkroon.

There was indeed a second/legacy phone defined for that extension (although not acquired).
I deleted it and the CFWD looks like it is working now.

Thank you all for your input and assistance.


doug