Removing Direct Line from ACD

[Xandar]

We've been having some trouble as of late with some of our toll-free lines. One line is set to connect to a cinphony ACD while the other is supposed to bypass the primary acd menu and go directly to the selected extensions. The second toll free is set to ring on line 126 for all designated extensions.

Lately the direct line is connecting to the ACD menu instead of ringing straight through.

Does anyone have any suggestions on how to remedy this situation? This is my first time administering a phone system and it's been a crash course in nortel. Any help would be greatly appreciated.

 

[telgirl]

Hey, here are some things you may want to check, this may help in determining what is going on...

Could your toll free line be tied to a local number that is being answered by the ACD? (This could be a new change)

Are your lines ringing to a Voicemail Auto Attendant first?

Check the line programming for 126.

Has this configuration worked before? And it stopped working or is this something you have recently changed?

 

[Xandar]

Telgirl-

The toll free is in fact tied to a local line, but was never supposed to be routed through the ACD.

The line settings and programming have not been actively modified. All is as it was when it functioned, except for whatever caused it to be routed in this fashion.

This occurred only about 4 days ago.

 

[telgirl]

Was the toll free number changed or worked on by the telco at all 4 days ago?I am wondering whether there was some work done recently (4 days ago) by the telco that may have re-routed the toll free number to a different local number which is being answered by the ACD.
For example, could both of the toll free numbers be pointed to the same local number?

Does the toll free number ring on line 126 for sure?

Is line 126 the line programmed on the telephone sets?

 

[Xandar]

I've called the company that provides the toll free to see if any work was done, and I also called the local provider. I've met dead ends on both fronts.

Line 126 is the one that is programmed to ring to all sets.

It just seems coincidence that when our other toll free started to experience problems, this line began to show some as well.

The line still rings directly through to the extensions, however if unanswered it gets routed to the ACD.