Phantom ACD - Incorrect CFW

[Arugg]

I'm new to the Meridian systems. I have 2 Phantom ACDs setup that are supposed to forward calls. However they periodically forward calls to the receptionist instead. I have found no pattern as of yet to the cause. Anyone else experience this?

 

[coniglio]

what is the NCFW defined for? maybe that NCFW DN goes to your receptionist on a no answer.

 

[Arugg]

Thank you, Coniglio.

Actually the NCFW is what forwards the calls. Here is a PRT of the ACD....

TYPE ACD
CUST 0
ACDN 7999
MWC NO
DSAC NO
MAXP 10
SDNB NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 96102630611
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 10
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT

----

I have increased the CWTH to 10 in the hopes that it would help but has not.

 

[coniglio]

I may be misunderstanding you but if this is a phantom ACD DN then you have no phyiscal agents answering this ACD queue, correct? If so, why is your MAXP set to 10?

 

[Arugg]

You are not misunderstanding. The tech prior to me had set this up, with the MAXP=10, I believe to try to remedy this exact CFW issue. Needless to say it still happens.

BTW, the ACD is used to cover Fax machine calls. A call comes in and is forwarded to a fax-server system with 2 T1s to cover calls.

 

[Nortellian]

Do both internal and external calls to this number forward?
Could some calls to this number be coming in on a different route?

 

[Arugg]

Thanks Nortellian.

Actually I have yet to duplicate the issue. I have tried with internal and external calls and its worked perfect every time. In fact I have done as many as 5 calls simultaneously and had it work. There is no pattern to the CFWs other than they are fax machines calling the ACD DN.

 

[coniglio]

is the ACD DN a DID? If so, do all calls to this DID come in over one T1? this is a long shot but do you use an IDC tree at all? If you have IDC and more than one incoming route for these calls maybe you need to allow IDC on one of the routes.

 

[sandyml]

Check the settings for FOPT in the customer data block in the TIM section. It is likely set to default of 14. (This is the number of 2-second intervals that a CFW should be suspended on a set that has just forwarded a call off-node.) Set it to 0 to disable and see if this helps.

LD 15
REQ: CHG
TYPE: TIM
(hit enter until you get to FOPT)
FOPT 0
(hit enter until you get out)

 

[Arugg]

Coniglio,

The ACD is a DID and is coming in on a set of T1s. As for the IDC I do not know if we are using one or not. What is an IDC and how do I check it?

 

[Arugg]

Sandyml:

Could changing this effect anyone else? If so how? And how do I check the current settings without using initiating a CHG?

 

[johnpoole]

ld 49
prt
idc

(incoming digit conversion)

john poole
bellsouth business
columbia,sc

 

[johnpoole]

you will not notice an effect on users under noral conditions, if your using answering services off site, it should be set per sandy's req.. question, you are receiving a did and forwarding it out to a 10 digit number, when it goes to the att what is on her display? rdr is sending the call to her but you need to trac a failed call to see why, except for the maxp 10.. if call a goes they all should, if your going out over a pri, check to see if vsel is vce or vod, changing that may surprise you.. i have seen some fax machines (older ones) that would work over one but not the other.

john poole
bellsouth business
columbia,sc

 

[Arugg]

Here is my IDC:

REQ prt
TYPE idc
CUST
SCH0274
CUST 0
DCNO

DCNO 1
IDGT CDGT
1100 7000
1101 7000

As for what the att sees...she sees the number followed by the DID/ACD ext followed by CFW like this, "xxxyyyzzzz 7999 CFW Facsys"

 

[johnpoole]

all that idc does, if it's on the rdb is convert 1100 and 1101 to 7000 inbound... not a part of this problem..

john poole
bellsouth business
columbia,sc

 

[Arugg]

JOhn:

Do you have any other thoughts as to what might be causing the periodic CFWs?

 

[johnpoole]

point a dsc, tsc or lsc to the route and make that your ncfw, that 9 digit number may be the cause of your trouble, timing may be off with that many digits

john poole
bellsouth business
columbia,sc

 

[sandyml]

Arugg, have you tested after making that change to FOPT?

 

[Arugg]

JohnPoole:

Sorry to be dense, what is a DSC, TSC and/or LSC? And how do I set them up?

 

[johnpoole]

ld 87 distant, local or trunks steering codes, just points a number or group of numbers to a route.. used to send ext number over a tie trunk.. i send all my 5000 numbers to a remote switch, they send all of their 6000 numbers to me. if i lose my did trunks (18 t1's) i still have inbound did on 1000 numbers...

john poole
bellsouth business
columbia,sc