CALLER I.D. FOR ACD PHONES 1

[hillrd]

I am running Symposium Express 2.0 at a Hotel that I manage. They just converted from the M2250 consoles to the M3904 to handle there incoming calls. The problem I'm having after installation is that when a call comes in on the ACD phones, and the operator transfers the call to an extension, if that extension has an FDN (ring no answer)0 or covered by the operator, the dispaly on the M3904 (used as ACD phones) does not show that the orginating call 404-354-xxxx was Ring No Answer from ext xxxx when the call comes back to an agent. The display only shows the originating call and the skillset name (404-354-xxxx Hotel_Main). I tested this situation using an in-house phone and it works perfect. Can someone help me out here?

Thanks for any help.

 

[bigindian65]

might want to post a TNB printout of each set involved in the call flow, and your CDB

Mato' Was'aka

 

[GHTROUT]

Sometimes a combination of allow/deny of these does the trick

CLS CNDA = Show who is calling
CLS DNDA = Show was being called

Most users should be CNDA DNDD. But a coverage position often just needs DNDA to know "who was being called so I can answer with their name".

You can them both "A" or one "A" and the other "D" to get what works best.

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[hillrd]

Thanks guys for replying. I have tried allow and denied CLS DNDA and DNDD and the problem still stands. I think this problem is only for incoming DID calls that ring back to the operator. I took an in-house phone and called the ACD CDN for the operator, had them to transfer to an extension that was call forwarded to the operator and the caller i.d. worked just fine. I'll try to the print out posted.

 

[hillrd]

Hey guys I attached a copy of the CDB, ACD_CDN programming and the TN printout. Let me if you're not able to review these files. Thanks again.

 

[GHTROUT]

There is no TN in that PDF. Just one ACD queue and two CDNs.

The PDF is two pages



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[hillrd]

There are or should be 3 files that come up when you click on the link. 1. ACD_CDN 2. CDB 3. TN's for ACD phones. The files were uploaded separately. They’re not all in the same pdf. If not, I will insert them individully.

 

[hillrd]

Here's the Tn's

 

[GHTROUT]

Oh, I see them. I just figured it would all be in one file. I have looked at each now.

It looks like you've tried CNDA with both DNDD/A. Did you try DNDA with CNDD?

I don't think there is anything in CDB or ACD/CDN that would affect the display. Maybe someone else has an idea.





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[telebub]

Because those calls are coming through CDNs and Skillsets in Symposium, the "Phonesets Displays" of Symposium are controlling what the Operator sees on her display. What you could do is program a unique DN on the ACD set(s) and make the FDN/HUNT of the other sets to that DN. This way the return call bypasses Symposium and comes directly to a DN key on their phone. DNDA/DNDD may come into play in this setup. You may have to toggle that setting to see what you get.



War Eagle!
Lions Baseball '09!

 

[GHTROUT]

See, there you go. There's something doing this a long time never solved - knowing that new 'puterized stuff! Thanks!

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[hillrd]

Thanks everyone for your help. I'll let you know the outcome.

Ray

 

[hillrd]

Here's my closing info:

Extension 2999 is used as an LDN for the Attendant Consoles. This number is also programmed as the FDN for users that have “ring no answer” set to the operators. In the customer data block, out the LDN and replaced it with 2998. Programmed ext. 2999 as a DN on both ACD phones used by the operator; key 04. Changed the HUNT 0n on both sets to ext. 2225. In the event that the operator goes on break, calls will be forwarded to the front desk when the set is placed in MAKE SET BUSY mode.

Does a console need a LDN?

 

[bigindian65]

When I have used 2616's and 3904's for Operator, I have never set the LDN

Mato' Was'aka

 

[GHTROUT]

I believe it is safest for a console to have an LDN. However, you can make it anything you want. If for example you needed a number that was already an LDN, you could just replace it with some other obscure number (the same digit length).

In some systems, LDN0 determines DID digit length, so keep it the same number of digits...

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[bigindian65]

You can have 4 LDNs per customer btw

Mato' Was'aka