Dial skill set CDN internally: How do I set this up? Please help...

[sant4954]

Hello all,


I am working with a call center that has a 800# receive target line for skill set 1 along with a CDN $.

If I transfer calls that were public inbound calls to the CDN internally, CSRs' phones that are in that skill set ring.

If I try dialing the CDN # from an internal phone, it just keeps ringing and it never rings on the CSRs' phones that are in skill set 1.

Is there ANY way to dial the CDN # so that it behaves just like the transfer and the CSRs phones ring regardless if it's a transfer or a direct call from an internal phone?

I have heard of it being possible with doing something with trunk routing, but I need someone to describe what needs to be done.

I really appreciate your help, thank you. Happy Holidays!

Regards,
Bill

 

[sant4954]

Pardon my typo, I meant CDN # in the first sentence.

 

[Dasheen]

Could be wrong but I don't think u can call the CDN internally.

 

[curlycord]

Can you use Hunt Groups with ACD?
The Hunt Group DN can be called Internaly.

 

[Dasheen]

Defeats the purpose of having call ctr. Wouldn't have skillset mailboxes, wait time set, etc

 

[curlycord]

Not if you point the HG's to the Skillsets?

 

[curlycord]

Disregard, same problem.

Bottom line is you cannot call the CDN but you can transfer a call to it.

 

[sant4954]

Thanks for the replies guys. So, based on your responses, there is no way to share an internal extension (using a CDN) with a numnber that has a public line linked to it as well to the extend that you can either transfer to the extension or transfer it?

I need to have one extension, for example 123, that I can transfer to and directly call and be routed to a skill set. The only other option I've explored is using a seperate extension with a hunt group using a broadcast ring, but that's more of a bandaid for what I want to achieve, if it's at all possible with BCM 400.

Are there any other creative methods of getting it to work using BCM 400?

 

[curlycord]

Well thats what I was thinking of, call the HG DN and have the group over flow to the CDN....unless you can just add the CDN DN as a member of the HG.

I think your question is you need to call it interanly, we already know you can transfer a call to it.
I gather you need an internal q?

 

[sant4954]

Pardon my lack of explaining things well, but yes, transfers to ext. 123 work, but if I try to dial it, it just rings and rings.

I'm trying to come up with a method of accessing a skill set using its CDN from an internal phone.

 

[BOBROW]

I think you can call forward to a cdn also , so you could set up a spare phone in the swithroom that is hard call forwarded ( or cfna) to the cdn , then have people dial that number internally....

 

[sant4954]

Thanks for your suggestion BOBROW, the call forwarding trick works if I forward the call to the public #!

 

[curlycord]

try the HG too if you have time.....would be intresting and nice to see if works for those who dont have a spare set.
Cheers