NCFW ISSUE?

[shug1]

Guys, I have an acd queue that has a holiday message that we use during the holidays. The ACDN below when a user gets into the holiday message, and has an emergency they dial 0 and it forwards to the # below, but it only connects 1 out of three times. Any idea where I can look to see why it is only getting through 1 out of 3 times?


TYPE ACD
CUST 0
ACDN 7500
MWC YES
MAXP 15
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 15
FRT 10
SRRT 18
SRT 60
NRRT
FROA NO
NCFW 918778002***
FNCF NO
FORC NO
RTQT 0
SPCP YES
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 39
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[johnpoole]

look at the acd agents in mail.. looks like the press 1 is hitting the next ava agent in the mail que, one or more of them may have a ncos or cls that will not allow them to make the 9plus1877 call... that would my 1st place to look

john poole
bellsouth business
columbia,sc

 

[johnpoole]

ncfw just works if all agents are logged out and can be blank

john poole
bellsouth business
columbia,sc

 

[shug1]

The NCFW # is the one that the ACD Que forwards to, and gets dropped 1 out of 3 times. So when the ACD 7500 has to forward to the NCFW# the 877# it only connects 1 out of 3 times?

 

[Slackliner]

shug1...

One way you can test your theory is to log every agent (assigned to queue 7500) OUT. then dial 7500 and see if it still fails 1 out of 3.

I agree with John - When troubleshooting this one, try stepping back from the 7500 queue and look at the auto-attendant and/or the auto-attendant (meridian mail) queue.

 

[lretrievers]

I am assuming you are going off switch as a NCFW since it is a 9 + number? If this is true, trying putting the ACOD of the route + the number dialed in the NCFW prompt and see if that works more effectively. I would put an ACOD*NPANXXNNNN there; the * gives a pause.

 

[johnpoole]

the star works as a dial string? i thought , was a 2 second pause, you can get a pause after the acod, just not after the ac.. i put some pauses in one for overhead page access, worked great.. if opt is cfo, then the inbound trunk ncos has to have permission to make the call.. but that is for dialing ac1 (9).. the acod will bypass ncos and just look at a tgar/targ block

john poole
bellsouth business
columbia,sc

 

[lretrievers]

The * is a pause; When using the ACOD, I always put a pause in there to give the PBX a chance to seize the trunk.

 

[johnpoole]

used to need a lot of pauses back in the ground start days when 9 was mostly an acod, and your right about the *, the comma is AT command set for modem string pause...

john poole
bellsouth business
columbia,sc

 

[shug1]

Let me know if this is right guys? If not can you guys show me an example of what I need to do?

NCFW acod*918778002***

 

[Reusser]

try NCFW acod9*18778002***

You might want to Trace your calls each time. See if you see a pattern when it works and does not.

Does it only fail when "0" out from Voice Mail
or does it fail if you dial 7500 from another phone.
Or does it fail if you dial from an outside trunk?

could be a SCN mismatch on Voice Mail. Could be a NCOS/TGAR on voice mail ports, Could be trunk to trunk connection problem, could be a time out issue if end of dialer is reached before all you disgits are entered. If you have a PRI you can look at DCH messages

 

[johnpoole]

with pri i haven't needed a single *delay in forever, unless your using spn bars, the switch should be quicker then that.. by using enl msgo x you can at least determine where the call is blocked.. ncfw has to use the ncos of the trunk, acd dn does not offer that prompt.. by having the app dial the acd dn, that means (?) the mail rpl and ncos is out of the picture... try this, change the option to dial your set.. test, forward your set to the 9 plus or acod plus.. test,, 1st internal then external...

the hardest part of some problems is pin pointing the point of failure... without breaking this one down into steps, we may be chasing out tails for a while

john poole
bellsouth business
columbia,sc

 

[lretrievers]

If you are dialing the ACOD + 1NPANXXNNNN, you do not need to put a 9 for as the ESN access code.