How to forward a ringing ACD phone to another DN 1

[techdgrubbs]

I have an odd request to add external "work from home" users to our Help Desk on our CS1K ACD phones. Apparently our hospital has so many agents out with COVID, that it's causing problems. I searched this forum and found a few relative posts.

I do not know what NCFW means, or how that feature actually works. I just don't want to create problems while trying to solve one. lol.

I noticed that our previous ATT contractor had tried to find a solution before, as CFXA was enabled on the phone sets. I logged in as an agent, but the phone would not forward, even when call forwarding was active, and the phone was actively ringing. I'm thinking you can't MARP an ACD phone and that's why it won't forward. I understand that making any changes to the ACD set can result in corruption from what I've read, and to make any changes you would need to out and rebuild it. We also have an Avaya Red phone system with Equinox soft phone clients available, and I can use on a laptop over a VPN connection to get it connected from the outside. The problem is, getting the call from the ACD helpdesk que to go to that sip phone. Any ideas on a possible solution?

 

[bignose21]

Like you say ACD will ignore forwards on phones, NCFW is when a ACD is out of service (in night because no one is logged in), you could send it over to the Red or use 2050 soft phones on the Blue ACD. You could set the NCFW to an external number (on the Red system) and it would be used if there was no one logged in or no one associated with the ACD. You can use more basic features like Phantoms forwarding to external numbers and put those phantoms in a hunt group. Or like you say some kind of group on the Red system with the equinox clients in it and forward the calls over.

As mentioned to forward the calls over you could just remove the ACD phones from the group and NCFW the ACD, or remove the ACD and put in a phantom.

 

[techdgrubbs]

Hi Bignose, so if I use overlay 23, and program a Night Call Forward on say ext 1222 (acd phone) to a red phone, will it work for just that phone set when logged out? Or will it affect all phones on the ACD group?

 

[bignose21]

Alterations to NCFW are for the ACD group all calls overflow. With ACD you cannot really do a single agent as any forwarding is ignored as its against the IDN not the "ACD in calls key". I think if you want ACD investigate soft phones on the Blue (2050), or send it over to the Red and do your Queuing there, or a Hunt Group on the Blue with phantoms in it sending the calls to Red/Mobiles/Etc.