Outbound CLID on ACD set 1

[MagnaRGP]

Here is a brain stumper for me:

CS1k 5.0 SA. CC6. both patched to current(ish).

example ACD set has key 0 ACD 4000 1 4364 and key 1 scr 3245 1

I have built CLID tables such that entry 0 = 416XXXYYYY and entry 1 = 866XXXYYYY.

The problem. When an ACD user places a call using their key 1, it displays the CLID from entry 0. When a non-acd user places a call with their DN key that has the same CLID entry (1)assigned, the outbound CLID is correct.

Does the CC6 control the outbound CLID? If so, how do I go about changing it? If not, then what am I missing?

TIA.

 

[pronei]

When programming a phone. The phone's CLID will display the first valid CLID entry it finds in order.

Example, Key 0 SCR 1234 1 (CLID entry 1 will be displayed no matter WHICH key you dial from)

 

[pronei]

Generally I program:

Key 0 ACD 2600 D 771234
Key 1 SCR 1234 0
Key 2 SCR 71234 D

This will send out CLID 0 for all outbound calls placed from this phone.

 

[MagnaRGP]

pronei: Unless you use key X scr YYYY D, the outbound CLID will be whatever entry is assigned to that key.
Key 0 MCR 1234 0
Key 1 MCR 1234 1
key 2 MCR 1234 2
key 3 MCR 1234 D

In that scenario above, if you dial a call using key 0, 1 or 2, the outbound CLID will be from the table entry assigned to that key. If you use key 3, it will take on the first valid CLID entry. It works for SCR/SCN too.

In my problem site however, I changed to entry 1 on key 1 and found that it works on a NON-ACD set, but not on an ACD set. If ACD set, CLID sent is CLID entry 0 when key 1 is used. If non-ACD set, CLID sent is CLID entry 1.

 

[pronei]

If you change CLID entry on your ACD key to D, that will solve your problem.

 

[MagnaRGP]

Why would changing it from 1 (the entry that I want used) to D make a difference?

I'll give it a try and see what happens.

 

[pronei]

Dont change your SCR Keys from 1, just change the ACD Key 0 ONLY to a D not any other keys.

The way Triton explained it to me is that on an ACD phone, if you assign the ACD key a CLID, that key will act as default for all keys on that set. If you change the ACD key to a D, you should be able to use your other CLID's on your SCR/SCN/MCR/MCN keys as you see fit.

 

[MagnaRGP]

I see. But since it is already assigned the CLID of 1 which is the entry that I wish to use, and is still displaying the CLLID entry from 0, I'm not sure it will have any effect.

Still, nothing ventured etc etc etc

 

[pronei]

I apologize, I read your initial post wrong, you have CLID 1 on ACD & SCR key.

Sorry for the confusion. I royally confused/screwed this by misreading, however... Some more troubleshooting

1. Do you have a separate local & LD route?
2. Are you having CLID outpulsing problems on both local and LD routes?
3. Are you using CC for Outbound call campaigns?

 

[MagnaRGP]

Answers to 1 & 2 are No. CLID problem only occurs on ACD sets. Tested this with the customer up and down and confirmed it. More testing will be done tomorrow to see if it is limited to TDM sets or if IP sets are affected as well. I suspect there will be no difference.

Answer to 3 is yes. The CC has acquired sets which are used to place calls as well as take inbound Call Center calls. This is why I am wondering if CC has some sort of control over that.

 

[johnpoole]

i have a simular setup.. synposium sets key 1 scr xxxx 2, but it works.. outbound shows the right number from the clid table... i looked at my scripts in sympsoium.. i don't see how i could change or mask a clid there... everything i look up is just inbound...

this does work on non acd sets? try a non acd without a marp on key 0... just to test, make key 0 a dig, see if key 1 will show the correct clid...

is the problem just acd sets or any set without a dn marped on key zero..

john poole
bellsouth business
columbia,sc

 

[MagnaRGP]

John:

I'll give it a go. At this point, the only issue I am aware of is ACD vs NONACD. I'm testing in about 2 hours with this customer (Trying the suggestion from pronei about key 0 acd 4000 D XXXX), so I'll try your's and report back.

Thanks.

 

[MagnaRGP]

Update:

Pronei: key 0 ACD 4000 D XXXX does not change the situation. Still displays CLID entry 0 when calling from Key 1 scr 3245 1

John: my customer nul'ed his key 0 for me and created key 1 scr XXXX 1 and it functioned correctly.

So, I think that it's safe to say that the issue is related SOLELY to ACD sets.

Any other thoughts?

 

[pronei]

Hmm, is there an entry in LD95 for the acd group, that might happen to be the phone number instead of a name? Maybe ACD group 4000 has a name defined in CPND that happens to be a number instead of a name.

Something to check, although highly doubtful that will result in anything that could help.

I've seen stranger things!

 

[MagnaRGP]

Ok, so I found the solution to the problem, but I'm not telling you what it is!

Just kidding. As it turns out this customer was formerly 2 companies, now merged into one. The 2 old companies each had their own PRI, accessible via AC1 and AC2. It turns out that one of the PRI spans disallows custom outbound CLID, while the other does not.

So, nothing systemic wrong. it's telco. Star for Pronei for the telco suggestion.