"Destination Busy" message instead of going to VM

[Phantom7]

Hello,

I have recently been dropped from a great height into the abyss that is our telephone system and expected to make everything work sweet as a nut...however this is not the case =8( My issue is with our ACD phones which have been acting up since our Symposium Express installation. When an agent is on the phone to a customer and I call them, I get "Destination Busy" instead of being forwarded to their mailbox. This did work before but I am unsure if Symposium is the issue as we upgraded to Succession 3.0 just before and we lost all ACD phones due to incorrect AST settings (one to watch if you are planning this upgrade1) and they had to be rebuilt by copying a working ACD TN. I have played around with the CLS settings to no avail. HUNT and FDN are set up correctly.
Appreciate any ideas from this talented lot =8)

Phantom7

 

[81Charlie]

Phantom7 wrote, "they had to be rebuilt by copying a working ACD TN"

Copying ACD phones can cause a myriad of problem.
Try building a NEW ACD phone.

 

[Phantom7]

Thanks...but I was hoping there was a CLS setting I have missed or similar. I have a lot of phones to rebuild if this is the only way to make it work.

 

[jimeec]

Never,Never copy ACD sets as 81charlie said above.It Will most likely cause corruption.I hope your Vendor did not do that-they should have known better.Unfortunantley I would recommend printing the sets and re-building new Because now you have no way of knowing if its the symp. or the prog. of the sets.

 

[mikeyb123]

check the SDNB setting in the acd Q - thsi will allow calls or block calls to a secondary DN whilst on a acd call

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[Phantom7]

Yip...it was the vendor (C&W)...I will rebuild one of the phones and if it works well I guess the path is laid out before me..cheers people for your input.

 

[Phantom7]

Just to let everyone know: I resolved this issue by setting the LHK to the main DN key. This had been altered as the CPY TN did not have the correct setting for the phones they were being copied to. Thanks again for your input.