Forwarding ACD calls to external Number

[lexer]

Hi

A customer with a Meridian 11c rls 25 has an ACD group with 3 agents, I want to configure the ACD for forwarding calls to an external number when all agents are busy or logout.
I set the IFDN and the NCFW parameters in the ACD to go to another ACD that has the external number in the NCFW, when I call to the ACD and all Agents are busy or logout the call doesn't forward to the external number.
checking the PBX programming I see that the customer has and ACD number 0123 that points to a CDN number 0105 and the CDN has DFDN that points to ACD group 7123 where the ACD agents login, here the configuration:

This is the ACD number 0123 where people calls:

>ld 23
ACD000 p
MEM AVAIL: (U/P): 1201935 USED U P: 104406 69914 TOT: 1376255
DISK RECS AVAIL: 414
ACD DNS AVAIL: 217 USED: 83 TOT: 300

REQ prt
TYPE acd
CUST 0
ACDN 0123

TYPE ACD
CUST 0
ACDN 0123
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 21
FRT 2
SRRT
NRRT
FROA NO
NCFW 0105
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
CCBA NO
IVR NO
CWNT NONE

the acd 0123 points to a CDN number 0105, CDN points to ACD 7123 parameter DFDN:

REQ prt
TYPE cdn
CUST 0
CDN 0105

TYPE CDN
CUST 0
CDN 0105
FRRT
SRRT
FROA NO
MURT
DFDN 7123
CEIL 2047
OVFL NO
TDNS NO
RPRT YES
AACQ NO
CNTL YES
VSID
HSID
CWTH 1
BYTH 0
OVTH 2047
STIO
TSFT 20

CNTL YES
VSID
HSID
CWTH 1
BYTH 0
OVTH 2047
STIO
TSFT 20

This is ACD group 7123 where agents login, the ACD 7123 has NCFW and IFDN points to ACD 0129 (forward to external number) and OVTH 0:

REQ prt
TYPE acd
CUST 0
ACDN 7123

TYPE ACD
CUST 0
ACDN 7123
MWC NO
DSAC NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 0129
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 0129
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
CCBA NO
IVR NO
CWNT NONE


This is the ACD 0129 that forwards calls to a external number 2271594:

TYPE ACD
CUST 0
ACDN 0129
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 92271594
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
CCBA NO
IVR NO
CWNT NONE

I tried to create an ACD group with one agent and set NCFW and IFDN parameters to points to ACD that forwards to external number, the agent can login on this ACD but I call to ACD DN the receive a busy tone.
Please, any ideas?

 

[SSJVirus007]

CDN 0105 is for Contact Center/Symposium, do you still have it? If not, you can bypass the CDN. Here is an ACD that forward to external #.

TYPE ACD
CUST 0
ACDN 8000
MWC YES
MAXP 7
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 30
FRT 16
SRRT 12
SRT 40
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 5998
FNCF NO
FORC NO
RTQT 5
RTQO NRD
SPCP YES
OBTN NO
RAO NO
CWTH 1 <-----------------------------Adjust per your need from this line down
NCWL YES
CWLF 2
CWLW 3
BYTH 0
OVTH 1
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 5998 <--------------------- all agents busy
BUSY BSY BSY SRC BSY <---------- This matter
AENI YES <---------------------- turn IFDN on/off
OVBU LNK LNK LNK LNK
EMRT
MURT 8
RTPC NO
STIO
TSFT 60
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

-------------------------------
DES PHANT
TN 252 0 00 01 PHANTOM
TYPE 500
CDEN 4D
CUST 0
MRT
ERL 00000
WRLS NO
DN 5998 0 MARP
CPND
NAME
XPLN 23
DISPLAY_FMT FIRST,LAST
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
XLST
SCI 0
SCPW
CLS UNR DTN FBD XFD WTA THFD FND HTD ONS
LPR XRD AGRD CWD SWD MWD RMMD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXA ARHD OVDD AGTD CLTD LDTD ASCD SDND
MBXD CPFA CPTA DDGA NAMA MIND
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
CWND USMD USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTC
CDMR PRED MCDD T87D SBMD PKCH MPTD ELCD
PLEV 02
PUID
UPWD
AACS NO
MLWU_LANG 0
FTR DCFW 12 918885551212
DATE 12 OCT 2010

 

[lexer]

Thanks for SSJVirus007, The customer had an old version of Symposium (now Symposium is not working), as I mentioned I tried to bypass the CDN creating a ACD group and I direct the calls to that ACD, agents can login to ACD but when I call to the ACD I receive a busy tone

 

[lexer]

I forgot to mention that the customer has defined SCB in Ld 23:

ld 23
ACD000
MEM AVAIL: (U/P): 1201156 USED U P: 104962 70137 TOT: 1376255
DISK RECS AVAIL: 414
ACD DNS AVAIL: 215 USED: 85 TOT: 300
REQ prt
TYPE scb
CUST 0

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 0
EHR 23
DOW 1
RFRQ 1
SFRQ 1
ROPT 1
PRIO
PAGE NO
AID YES
IDLB 0001
IDUB 9999
LOG 30
SRPT NO

 

[SSJVirus007]

on your ACD 7123, where does NCFW and IFDN 0129 goes?

 

[trvlr1]

Have you aquired the new number in Symposium? May have to be a CDN for that.

 

[lexer]

The NCFW and IFDN on Acd 7123 goes to another ACD 0129 that dials the external number 2271594 (NCFW)
The customer is not using Symposium anymore

 

[lexer]

I created a phantom DN 0109 that forwards call to the external number, Now the ACD group 7123 (IFDN and NCFW) goes to phantom DN 0109, When all agents are logout calls forward to external number, but if all agents are busy calls stay in queue and if an agent get idle receive the call. here are acd group 7123 and phantom DN 0109:

TYPE ACD
CUST 0
ACDN 7123
MWC NO
DSAC NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 0109
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 1
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 0109
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
CCBA NO
IVR NO
CWNT NONE

MEM AVAIL: (U/P): 1199983 USED U P: 105589 70683 TOT: 1376255
DISK RECS AVAIL: 413
ACD DNS AVAIL: 214 USED: 86 TOT: 300
REQ end

Phantom DN:

>ld 20

PT0000
MARP NOT ACTIVATED

REQ: prt
TYPE: 500
TN 61 0
DATE
PAGE
DES

DES DN
TN 061 0 00 00 PHANTOM
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 0109 0 MARP
CPND
CPND_LANG ROMAN
NAME DesvioAcd
XPLN 24
DISPLAY_FMT FIRST,LAST
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST 0
SCI 0
SCPW
SFLT NO
CAC_MFC 0
CLS UNR DTN FBD XFD WTA THFD FND HTD ONS
LPR XRD CWD SWD MWD RMMD SMWD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXA ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA UDI RCC HBTD IRGD DDGA NAMA MIND
NRWD NRCD NROD SPKD CRD PRSD MCRD
EXR0 SHL SMSD ABDD CFHD DNDY DNO3
CWND USRD CCBD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTU
PLEV 02
AACS NO
MLWU_LANG 0
FTR DCFW 16 92271594
DATE 19 AUG 2014

 

[SSJVirus007]

change your ACD 7123 OVTH=0