How to determine where "0" is routed. 1

[fataldata]

Good Morning,
Call comes into Nortel 81c v.3 to an ACDN on a system with Contact Center integration so the nite destination is Call Pilot where the number is an SDN. The SDN is processed by an app with a menu where one option is transferred to "0" (zero). I have received complaints that calls to this option are not being answered so I'm trying to track down what happens to 0 on this system.

LD 21

TYPE ATT_DATA
CUST 00
OPT AHD BIND BIXA BLA
    DNX IC1 XTG IDP XLF XBL
    FKA MWUD LOA
    REA SYA ATDA
ATDN 0
NCOS 4
CWUP NO
CWCL 1 3
CWTM 10 20
CWBZ NO YES
EFLL 0
MATT NO
RTIM 30 30 30
ATIM 0
AQTT 0
AODN
SPVC 00
  SBLF NO
RTSA RSAD
SACP NO
ABDN NO
IRFR NO
XRFR NO
IDBZ NO
PBUZ 02  10
ICI 00
ICI 01
ICI 02
ICI 03
ICI 04
ICI 05
ICI 06 LD0
ICI 07 DL0
ICI 08 RLL
ICI 09 INT
RICI

One 2250 on the system with no DN and does not respond to an IDU on the TN. (not sure if it should just thought I'd mention that I tried.) So where do 0 calls go on this system or is there somewhere this can be configured in Call Pilot.
TIA

 

[yyrkroon]

When you dial 0, what do you get?
When you zero out in CP, what do you get?
Are the result the same?

If the console is not working, system is always in nights.
Yes, zero out in CP can be change to any DN, whether it's valid or not.

 

[fataldata]

When you dial 0, what do you get?

Ringing

When you zero out in CP, what do you get?

Ringing

Are the result the same?

Yes

It is because all I get is ringing that I need to track this down from the configuration.

Yes, zero out in CP can be change to any DN, whether it's valid or not.

To be clear I'm looking to find where a Transfer Block in my (Application Builder) application which Transfers to "0" will be delivered not where pressing "0" in a Voicemail box will go. Thank you for the reply.

 

[yyrkroon]

Go to LD 21 and prt out the NIT data and look at the NIT1 prompt. This target is what dictates what happens when a user dial 0 and the console is in night mode.

In CP, in every app, at the bottom, there's a rotary section...within it, there's an attendant xfer block. Also every menu block has a zero out, follow the line. Or just simply open up every xfer block and see what the target is and dial each one to see if it's valid.

 

[yyrkroon]

Forgot to mention that the attendant xfer block is set to system default unless a DN is specified...this is the default setting.

The system default is undefine, you'll have to define what the system default is within CPMGR. This is under Messaging-Messaging Management-Special DN...enter a value for the Revert DN. This will set the default value for all mailboxes...including appbuilder. Generally, the revert DN is set to 0 and the xfer block in appbuilder is define with another DN.

 

[fataldata]

Ugh,

First let me say thank you for the help with this matter and the education. The entire thing appears to be functioning properly but the personnel was not answering the phone. Below is just a synopsis of what I have found.

Main number(5600)is an ADCN which is NCFW to Call Pilot where it is processed by an application where one of the xfer options transfers the call to "0". Call Pilot-Messaging Management-Special DN is "0". LD 21 NIT1 is pointed at 5600. I have found the console and all is working properly it's just the person is not answering the calls.

I'm still struggling to understand how pressing "0" ends up ringing at the console and doesn't just get re-processed by the ACD again.

5600 > ACDN-NCFW > Call Pilot SDN > Xfer Block to "0" > 5600 > Rings Console?

 

[yyrkroon]

When CP xfer to 0 - it rings the console and will keep ringing the console until answered/abandoned, unless the console is configure to dump the all somewhere else (alternate answering position). The only time NIT goes into effect is when the console is in night mode, or it's broken/disabled.