Novice needs suggestions on routing issues

[tahki]

We have a 61C which had 2 ACD groups (WPC & WES) set up for incoming client calls. The ACD groups were changed to MCR groups as the department requested. WPC calls are rolling over at times to PHX DN (an existing MCR group), WES calls are rolling over to WPC DN. WPC has local phone numbers and an 800 number pointing to an internal DN, this DN is programmed as MCR on users phones. WES only has an 800 number pointing to an internal DN, again which is programmed on users phones. PHX comes through on local POTs lines to an internal MCR DN. The only changes on the RDBs are the changes on the ATDN in LD 14 to reflect the new MCR DN.

Any suggestions? Really appreciate the help!
Laura

 

[acewarlock]

When you say MCR do you mean (Multi Call Ring Key)?

 

[tahki]

Yes - sorry I should have stated that.
Laura

 

[acewarlock]

Check the HUNT and FDN to see if they are pointing to the other group.