Transfer calls

[bgilges]

we have opt 11. clients/members call in on a 800 line. call center is having trouble transferring a call to a single user. I tried to transfer an outside call from my desk phone and it worked. but when i tried calling the 800 number and having them transfer me to that same user it did not work. multiple call center people have had this issue with this user. any ideas?

 

[johnpoole]

post the class of that user

john poole
bellsouth business
columbia,sc

 

[bgilges]

how do you do that

 

[johnpoole]

ld 20
prt
tnb
x x x x



john poole
bellsouth business
columbia,sc

 

[bgilges]

so i enter the TN of the user then how do I post the class? sorry new to this tyring to figure this out without any documentation.

 

[acewarlock]

Copy the TNB and paste it here.

 

[bgilges]

NACT
REQ: prt
TYPE: tn
TYPE TNB
TN 007 01
DATE
PAGE
DES

DES X3610
TN 007 0 00 01
TYPE 3903
CDEN 8D
CUST 0
FDN 4495
TGAR 1
LDN NO
NCOS 7
SGRP 0
RNPG 10
SCI 0
SSU 0000
LNRS 16
XLST
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFA MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHA CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
AHA DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN

CPND_LANG ENG
RCO 0
HUNT 4495
LHK 1
LPK 0
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 SCR 3610 0 MARP
CPND
NAME CARRIE RIORDAN
XPLN 27
DISPLAY_FMT FIRST,LAST
01 SCR 7610 D MARP
CPND
NAME CARRIE RIORDAN
XPLN 27
DISPLAY_FMT FIRST,LAST
02 ADL 16
03 ADL 16
04
05
06
07
08
09
10
11
12
13
14
15
16 MWK 4495
17 TRN
18 AO6
19 CFW 16 4495
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 15 JUL 2004

 

[acewarlock]

Have you tried doing a trac on the original agent phone when tring to do the transfer to see if that gives you any info.

 

[bgilges]

no i don't know how to do that, how could i do that.

 

[acewarlock]

LD 80
TRAK xx xx DEV TN of the agent set that is trying
to do the transfer

 

[bgilges]

does the agent did to be on trying to transfer at the time? and the 4 x's you have there that is where i need to enter the TN

 

[bgilges]

>ld 80
TRA000
.trak 013 00 dev

TN 013 0 00 00
KEY 0 ACD IDLE
KEY 1 ACNT IDLE
KEY 2 DWC IDLE
KEY 3 ADL IDLE
KEY 4 SCR MARP IDLE
KEY 5 ADL IDLE
KEY 6 ADL IDLE
KEY 7 NUL IDLE
KEY 8 MSB IDLE
KEY 9 NRD IDLE
KEY 10 EMG IDLE
KEY 11 SUP IDLE
KEY 12 NUL IDLE
KEY 13 NUL IDLE
KEY 14 NUL IDLE
KEY 15 NUL IDLE
KEY 16 MWK ACTIVATED

KEY 17 TRN IDLE
KEY 18 AO6 IDLE
KEY 19 CFW IDLE
KEY 20 RGA IDLE
KEY 21 NUL IDLE
KEY 22 RNP IDLE
KEY 23 SSU IDLE
KEY 24 NUL IDLE
KEY 25 NUL IDLE
KEY 26 CPN IDLE
KEY 27 CLT IDLE
KEY 28 RLT IDLE
KEY 29 NUL IDLE
KEY 30 NUL IDLE
KEY 31 NUL IDLE

 

[acewarlock]

Yes that's the way to do it, but do it when your trying to transfer the 800 nu,ber

 

[bgilges]

ok how will i tell if something is wrong or where the call is going

 

[bgilges]

this is what i got does this mean anything



TN 014 0 00 11
KEY 17 TRN ACTIVE TN 014 0 00 11 INDIRECT MW_CALL
ORIGDN 3610

ORIG 014 0 00 11 17 TRN
TERM NONE
DIAL DN 4495
MAIN_PM ACD AUX_PM ACD_WAITING_HI
TALKSLOT NONE
EES_DATA:
NONE
QUEU ACD
CALL ID 0 91

COS_ORIG CTD COS_TER UNR
TGAR_ORIG 1 TGAR_TER 0
NCOS_ORIG 3 NCOS_TER NONE
EXP_ROUTE NO


KEY 0 ACD TERMHOLD TN 014 0 00 11

ORIG 002 02 TIE RMBR 1 2
TERM 014 0 00 11 0 ACD 0 8920 3905
DIAL DN NONE
MAIN_PM ESTD
TALKSLOT ORIG 11 TERM 25
EES_DATA:
NONE
QUEU 2S
CALL ID 0 737

COS_ORIG CTD COS_TER CTD
TGAR_ORIG 1 TGAR_TER 1
NCOS_ORIG 0 NCOS_TER 3
EXP_ROUTE NO

AUX

---- ISDN PRA CALL (ORIG) ----
CALL REF # = 6737
BEARER CAP = VOICE
HLC =
CALL STATE = 10 ACTIVE
CALLING NO = 7853930962 NUM_PLAN:E164 TON:NATIONAL ESN:NPA
CALLED NO = 7878 NUM_PLANRIVATE TON:UNKNOWN ESN:UNKNOWN
PDCA 1 PAD 0 0 PCML MU MU

KEY 1 ACNT IDLE
KEY 2 DWC IDLE
KEY 3 ADL IDLE
KEY 4 SCR MARP IDLE
KEY 5 ADL IDLE
KEY 6 NUL IDLE
KEY 7 NUL IDLE
KEY 8 MSB IDLE
KEY 9 NRD IDLE
KEY 10 EMG IDLE
KEY 11 SUP IDLE
KEY 12 NUL IDLE
KEY 13 NUL IDLE
KEY 14 NUL IDLE
KEY 15 NUL IDLE
KEY 16 MWK IDLE
KEY 18 AO6 IDLE
KEY 19 CFW IDLE
KEY 20 RGA IDLE
KEY 21 PRK IDLE
KEY 22 RNP IDLE
KEY 23 SSU IDLE
KEY 24 PRS IDLE
KEY 25 CHG IDLE
KEY 26 CPN IDLE
KEY 27 CLT IDLE
KEY 28 RLT IDLE
KEY 29 NUL IDLE
KEY 30 NUL IDLE
KEY 31 NUL IDLE

 

[bgilges]

ACEWARLOCK did you get a chance to look at this. Thanks.