I have a user with some interesting programming.
Help Line phone, primary DN 5511, appears to be set up with AHNT and AFDN to an ACD number (6739021) that's NCFW to an after-hours answering service. I'm not familiar with AHNT nor AFDN. Is this "After hours" HUNT and FDN? There must be a time table created somewhere that defines after hours for this purpose? Is there a special CLS to allow it?
Anyway, I'm not sure if this is working as calls to the help line (different DID) are ICD'd to another DN (5594) which is an SDN (service directory number) in Call Pilot for a voice app that routes the calls to x5511 during business hours (M-F 8 am - 5 pm) and to the same ACD (and, thus, the answering service) after hours and holidays. So the voice app is redirecting the calls after hours before the call every hits x5511.
They didn't know (or more likely forgot) they had either of these features as they've been manually forwarding the phone to the answering service at the end of the day for a long time.
Any way, they now want to cut down on the calls going to the answering service and they are staffing someone, at least for some "shifts" to answer the Help Line calls. I can modify or eliminate the voice application in CallPilot. But I'm not sure what I'd need to do with the phone programming to eliminate any time of day treatment on the phone itself. Here's the TNB:
DES A53
TN 200 0 05 14 VIRTUAL
TYPE 3904
CDEN 8D
CTYP XDLC
CUST 0
ERL 5
FDN 4170
TGAR 5
LDN NO
NCOS 4
SGRP 0
RNPG 77
SCI 0
SSU
LNRS 16
XLST
SCPW 0000
CLS CTD FBD WTA HPR PUA MTD FNA HTA TDD HFA GRLA CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NIA OLA VCE DRG1
POA DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUA DPUA DNDA CFXA ARHA FITD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID RNGI AGRD MOAD
AHA DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDA RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR PRED MCDD T87D PKCH
CPND_LANG ENG
RCO 0
HUNT 4170
LHK 1
LPK 1
PLEV 00
PUID
DANI NO
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
MLNG ENG
DNDR 0
ARTO 0
AFD 6739021
AHNT 6739021
KEY 00 SCR 5511 57 MARP
CPND
NAME HELP LINE
XPLN 13
DISPLAY_FMT FIRST,LAST
01 SCR 7511 57 MARP
CPND
NAME HELP LINE
XPLN 13
DISPLAY_FMT FIRST,LAST
02 MCR 5578 57 MARP
CPND
NAME VOLUNTEERS
XPLN 13
DISPLAY_FMT FIRST,LAST
03 SCN 7757 0 MARP
04 ADL 16
05 ADL 16
06 ADL 16
07 ADL 16
08 ADL 16
09 ADL 16
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 4170
17 TRN
18 AO6
19 CFW 16 5447
20
21 PRK
22 RNP
23 SCC 3578
24 PRS
25
26
27
28
29
30
31
DATE 6 JUN 2012
Any suggestions?
Help Line phone, primary DN 5511, appears to be set up with AHNT and AFDN to an ACD number (6739021) that's NCFW to an after-hours answering service. I'm not familiar with AHNT nor AFDN. Is this "After hours" HUNT and FDN? There must be a time table created somewhere that defines after hours for this purpose? Is there a special CLS to allow it?
Anyway, I'm not sure if this is working as calls to the help line (different DID) are ICD'd to another DN (5594) which is an SDN (service directory number) in Call Pilot for a voice app that routes the calls to x5511 during business hours (M-F 8 am - 5 pm) and to the same ACD (and, thus, the answering service) after hours and holidays. So the voice app is redirecting the calls after hours before the call every hits x5511.
They didn't know (or more likely forgot) they had either of these features as they've been manually forwarding the phone to the answering service at the end of the day for a long time.
Any way, they now want to cut down on the calls going to the answering service and they are staffing someone, at least for some "shifts" to answer the Help Line calls. I can modify or eliminate the voice application in CallPilot. But I'm not sure what I'd need to do with the phone programming to eliminate any time of day treatment on the phone itself. Here's the TNB:
DES A53
TN 200 0 05 14 VIRTUAL
TYPE 3904
CDEN 8D
CTYP XDLC
CUST 0
ERL 5
FDN 4170
TGAR 5
LDN NO
NCOS 4
SGRP 0
RNPG 77
SCI 0
SSU
LNRS 16
XLST
SCPW 0000
CLS CTD FBD WTA HPR PUA MTD FNA HTA TDD HFA GRLA CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NIA OLA VCE DRG1
POA DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUA DPUA DNDA CFXA ARHA FITD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID RNGI AGRD MOAD
AHA DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDA RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR PRED MCDD T87D PKCH
CPND_LANG ENG
RCO 0
HUNT 4170
LHK 1
LPK 1
PLEV 00
PUID
DANI NO
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
MLNG ENG
DNDR 0
ARTO 0
AFD 6739021
AHNT 6739021
KEY 00 SCR 5511 57 MARP
CPND
NAME HELP LINE
XPLN 13
DISPLAY_FMT FIRST,LAST
01 SCR 7511 57 MARP
CPND
NAME HELP LINE
XPLN 13
DISPLAY_FMT FIRST,LAST
02 MCR 5578 57 MARP
CPND
NAME VOLUNTEERS
XPLN 13
DISPLAY_FMT FIRST,LAST
03 SCN 7757 0 MARP
04 ADL 16
05 ADL 16
06 ADL 16
07 ADL 16
08 ADL 16
09 ADL 16
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 4170
17 TRN
18 AO6
19 CFW 16 5447
20
21 PRK
22 RNP
23 SCC 3578
24 PRS
25
26
27
28
29
30
31
DATE 6 JUN 2012
Any suggestions?
