Calls getting disconnected when transferred

[pc468]

The receptionist gets an outside call and transfers the caller to a cdn. But the caller says they hear 2 rings and gets disconnected. This happens intermittently. Under what conditions would an outside call get disconnected? What are the proper procedures for transferring a call to a cdn? Any help is appreciated. Thanks.

 

[senk1s]

call you call the CDN from an extension without any problems?

 

[pc468]

Can't call the cdn directly because we have a BCM. Calls have to connected to a trunk in order to go to a cdn. Or at least that's my understanding.

 

[senk1s]

you must be able to call the CDN

 

[pc468]

The cdn is an auto attendant. Can't call the cdn directly. It just rings. The caller has to be on a trunk to get connected.

 

[senk1s]

in my understading, CDN is associated with Call Centers ...
and they are dialable numbers

i dont know what you are trying to do ...can u explain ur setup a bit more

 

[biv343]

CDNs are associated with call centers, but cannot be dialed internally on the BCM/Norstar CC platforms (as they can on the Meridian). In the BCM world, all calls to a CDN must originate on a trunk.

I would check to make sure that the CDN in question is a B1 DN and not a B2 DN - that could cause the problem you're describing.

 

[senk1s]

thanks for correcting my mistake biv343... must have had an M1 dream. thats the beauty of these forums !!

 

[biv343]

No problem trust me, I'd take ACD on a M1 versus a BCM any day....