I have an Option 81C 25.40 with Symposium Link. We have phantom TN's established which forward the calls to our 3rd party IVR, this is an ACD queue consisting of Line Side T1 ports. These ports are controlled by Symposium Link (AST). The IVR answers and queues the call, the call is then presented to an agent set (transferred) via a DN that is controlled by Symposium Link (AST). The agent sets have FND (Forward No-Answer Denied). Periodically the 3rd Party softphone application locks up, in this situation the call should ring continously at the agent set until answerd, but the call will some how route to the Operator. I am assumming it is some type of intercept treatment directing it to attendant but not sure.
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CTI calls routing to Operator
- Thread starter schasak
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check you rdr data, and the acd group to see what happens to an unanswered call, presented to an agent. The switch will not let it ring forever. it's tying up to much cequ.
ld 21 prt rdr.. changes in ld 17 ld 23 for acd print and change..
john poole
bellsouth business
columbia,sc
ld 21 prt rdr.. changes in ld 17 ld 23 for acd print and change..
john poole
bellsouth business
columbia,sc
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