Call Forward

[sliderplot]

Hello,

We are using Nortel CS1000 switch for our call center and need to handle one of our inbound toll free numbers to be forward to a different DID number. Had to RESORG one of our toll free numbers so that a different call center can receive toll free calls, but RESORG translation change for toll free number did not get pushed out to all telco companies and we are receiving about 10 calls a day yet in our old call center instead of the new location. Would like to forward any calls still coming into the old call center and forward to new call center DID number but not sure what LD needs to be changed to complete this task on Nortel switch.

I mainly work on Avaya and Cisco equipment and taken on these duties and there has been alot of manual reading going on.

Thanks

 

[trvlr1]

Build the old DID as an ACD night call forwarded to the new number, if in a different location, don't forget the access code (ie 9) Ld 23.

 

[sliderplot]

Thanks

I made the change in LD23 to redirect calls on ACD 1083 to different call center, I entered 9XXX-XXX-XXXX in parament NCFW instead of the voice mail extension. When I tested my change my call rang but did not go to the new call center Q. Is there a way to verify (like trace) to verify that my test calls are being forward to the correct number?

 

[KCFLHRC]

You don't need to forward it outside the system. Just forward it to the internal DN

 

[sliderplot]

Just to clearify me previous comments.

We have a inbound toll free number that points to ACD 1083, the toll free number that points to ACD 1083 has been RESORG'ed to a new carrier and points to new call center location. The current call center with ACD 1083 still gets a couple of calls yet each day because the RESORG translation has not been pushed to all telco carriers. So the current call center with ACD 1083 does not want to handle these calls anymore, so since the new call center is a couple miles down the road and is a local call I wanted to forward any call coming to ACD number 1083 to the new DID number at the new call center.

When I made change to ACD 1083 in LD 23 to forward to new DID number I get a ring but no answer, so with the change to NCFW field 9XXX-XXX-XXXX I thought I could forward any of these calls to new call center external DID number. But only get ringing and no answer and not sure were call is going. Am I making the correct change and is there a way that I can trace call to see what number is being dialed out?

Hope this helps.

 

[jaxuser]

Your PBX might be blocking the call via TGAR/TARG on your route/trunks since you are in essence doing a trunk to trunk transfer.

I have run into a situation where I had to use the Route ACOD instead of '9' in the NCFW in LD 23.

do you have phones or other applications that forward outside the system and are working properly?

 

[trvlr1]

Do you dial with 10 digits from your phone to get through? Or do you dial 7 digits. You need to test both ways and make sure it works then put that number in to the ACD. I agree with jaxuser, using the ACOD will bypass NARS and BARS settings and should allow the call to go out unimpeded.