Norstar ACD

[djjack]

Can anyone please help me in finding out how the ACD is setup for our customer. They have a MICS with a NAM. They have a target line set that is being answered by voicemail but when the caller does not input any digits on the AA, the call goes to their customer service acd group. Customer said that they used to dial an extension example 2330 internally and call goes to the customer service acd group. now when calling that 2330 call just keeps on ringing. found out that 2330 is connected to a port in the KSU, P0514. I was thinking that this 2330 is forwarded to the ACD queu but don't know how to find out what DN is that? I'm new to Norstar, been working more on Meridian PBX. I was thinking that like on a Meridian you would have and ACD Group DN. Is there such a thing in Nortsar ACD? How do I get the ACD Group DN and can I dial that DN internally?

 

[FletcherP]

Is there a RAD on system ?
PRI or T1 on system ?
Ver of software 4.0 , 4.1 , 5.0 , 6.0 , 6.1 XC ?
BBU on system equipment ?
What kind of ACD (Minuet, Prelude, Cinphony I II etc.) ?
Do they have Infocus ?
Have you made any software, hardware, changes lately ?

 

[djjack]

Yes, there is a RAD and PRI on the system. Just didn't get the ver of the the software. I'll try to check that and so with the BBU and Infocus. I think they have a Prelude as I remember seeing this on the Monitor connected to the NAM. I really appreciate your reply. Thanks.

 

[FletcherP]

If this is a transfer DN on the ACD then they will need to release for the transfer to work. They cannot hold for answer and expect it to work. Is this a B2 DN. (2330)

 

[Syphis]

Do you know what type of ACD you are working with? Prelude, minuet of cimphony?
It sounds like 2330 is your Queue DN. On Norstar you can not dial the ACD DN and get answered, a call has to presented to the ACD, either manually or blind transferred.
If you have a monitor connected to the Nam, it likely is either prelude or cimphony. If not it is the minuet, which you can preview the programming through the set. Do this via F920- F921.

 

[djjack]

Thanks Syphis. They are using a Prelude. 2330 is a B2 DN as it has a station port, P0514. Just don't know how it was working before as the customer insists that 2330 is the number they are dialling internally to transfer calls to the call center. I only found out that their system experienced a Power down and so don't know if 2330 is call forwarded to a ACD DN and was removed when the system went down. How can I look at the transfer DN on the Auto Attendant/CCR since when you call their 1800 number when the voicemail answers and you don't input anything the call transfers to the call center. maybe it is that transfer dn that I need to get inorder to call forward 2330 to that dn.

 

[luv2ski]

first let me stress that you can not internally call the tranfer dn for a cintech acd will not work/has never worked...dont care what a customer says...now you may transfer a external call...either incomming or outgoing...the operator dn off the AA is the acd transfer dn..so now go to site call your significant other and transfer her to the acd dn...if that works fine...if not... on the acd screen for the group in question right there in front of your nose is the promt for transfer dn..if its blank then put the dn 2330 back in..last but not least tha acd is a computer...computers dont like to be disconnected from power without a little notice...you may want to reboot...reboot in this order...shut down acd...shut down vm...shut down switch....count to 30...now turn on switch...after system is up turn up vm ...after you can access vm turn up acd..there that is all i got to say

ski season has started

 

[djjack]

Thank you all. Finally was able to convince customer that you cannot call internally the Transfer ACD DN. Made an external call and had it tranferred to the Transfer ACD DN and it worked. Wow! don't know this. Thanks again to everyone who helped out.