Can't reach Phantom ID 43901

[gopalmohan]

We have RTD Real time display in ACD environment. When we need to talk to agent at their desk we usually call phantom dn eg. agent is logged in with 3901 id and we want to get hold of him, we dial 43901 and talk to them when he is not ready. I can reach most of them but couple of them I can't reach and get fast busy signal instead.

I checked phone setting and call presentatiion in sysmposium.
Have anyone experience similar issue and what should I do to fix this out please?

Regards.

Gopal

 

[pronei]

what DN's are programmed on the sets?

what DN's are programmed as phantoms?

are the phantom DN's DCFW to a Symp/CC acquired CDN?

are you using Queue to Agent scripting based on dialed DN?

 

[gopalmohan]

ACD sets has a place where we have position id and place. Agent logged in with 3901 id to take calls.

In the switch we have 43901 programmed as phantom Dns to get hold of agent when they are not ready or idle to switch them to outbound or inbound as per operational requirments.

3901 is agent id which he used to log in from his desk which has position id and extension.

 

[captaingadget]

Could this be secondary DN blocking which is a parameter set against the default queue configuration in overlay 23??

 

[pronei]

Print the TNB for the Phantom 43901 and paste please.

 

[gopalmohan]

Thank you Pronei, I did prt in ld 20 and got SCH0881. I got associated TN with other phanton DNs.

What is fix for this one please..

 

[pronei]

Do this,

LD 20
req: prt
type dnb
DN 43901

Paste results

 

[gopalmohan]

I am sorry pasting two of them to compare.

REQ PRT
TYPE:
TYPE DNB
CUST 0
DN 43901
DATE
PAGE
DES

SCH0881

NO ACT SINCE NO DATE



REQ PRT
TYPE:
TYPE DNB
CUST 0
DN 43614
DATE
PAGE
DES

DN 43614
TYPE L500
TN 096 0 08 06 MARP DES PAGNT

 

[yyrkroon]

looks like someone forgot to build 43901 in the pbx or it was deleted...

that would explain the fast busy

 

[pronei]

There is your problem, DN 43901 doesn't exist. Therefore if you call, you will get a fast busy every time.

 

[gopalmohan]

Thank you so much, any quick cheatsheet how to add one please.. I was trying to add it and got stuck with DES and FTR. Do I enter FTR or accpet default?

Regards.

 

[yyrkroon]

des is designator (name) up to 6 character.
ftr dcfw 4 xxxx (where xxxx is your target number)

if in doubt, print the tnb of a working set, like 96 0 8 6 from your printout above

 

[gopalmohan]

I tried but it does not accept FTR CFW 4 XXXX and gave me SCH0355 any suggestions please..?

 

[yyrkroon]

dcfw not cfw

 

[pronei]

You should call your vendor for help before you mistakingly damage your switch.