Weird Routing

[phinneywill]

First off, I appreciate everyone's responses as they have all been very helpful. I have an extension 6779 that at one time I'm sure worked; i.e. user had a password and greeting and checked voice mails that were left for him, but now when calling the user at 6779 the number rings to him and then instead of going to a personal voice mail message it goes to a message that states please hold customer rep will be with you and then it hangs up. Any thoughts?

 

[Pir8Radio]

is it your message? "please hold ......" or have you never heard it before? Maybe 6779 is set as a SDN in call pilot/mermail and playing a greeting used for your call center?

 

[bignose21]

Would say post TNB of the set, and as above check your SDN table.

 

[phinneywill]

How can I check the TNB and the SDN table?

 

[GHTROUT]

Let's back up: Do you know how to log into the PBX?

There are a variety of guides right here:

http://www.ghtrout.com/introverlay/

~~~
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[phinneywill]

I do know how to long into the PBX, but am stumped on this issue. It's a weird hold message and it makes no sense why it's there.

 

[RyanEOD]

Go to Ld 20 and do a PRT, DNB, the # then if it is on a TN do a PRT, TNB on that TN and post it here . . .

 

[GHTROUT]

It sounds to me like one of the following:

1. The FDN is wrong on the TN for 6779

2. 6779 is Call Forwarded to the wrong place

3. 6779 has inadvertently been added to the voice mail as the DN of an announcement

If you know how to log into the PBX, then you probably know how to check the TNB. The TNB is the "Terminal Number Block" (i.e. "LD20 REQ prt TYPE tnb printout") of the phone.




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[phinneywill]

NACT
REQ: prt
TYPE: tnb
TN 012 0 4 4
DATE
PAGE
DES

DES 2W139
TN 012 0 04 04
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN 6176
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS UNR FBD WTA LPR MTD FNA HTA ADD HFA
MWA AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD CCSD SWD LNA CNDA
CFTD SFD DDV CNID CDCA
ICDD CDMD MCTD CLBD AUTU
GPUD DPUD DNDA CFXA ARHD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID
DDGA NAMA
USRD ULAD RTDD PGND OCBD FLXD FTTC
CPND_LANG ENG
RCO 0
HUNT 6176
LHK 1
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
DNDR 0
KEY 00 SCR 6779 0 MARP
CPND
NAME Tom Jones
XPLN 15
DISPLAY_FMT FIRST,LAST
01 SCR 6779 0
CPND
NAME Michael Burgess
XPLN 15
DISPLAY_FMT FIRST,LAST
02 ADL 16
03 ADL 16
04 TRN
05 AO6
06 CFW 16
07
08
09
10
11
12
13
14 MWK 6176
15
DATE 29 SEP 2008


NACT

 

[GHTROUT]

Looks like the problem is in voice mail.

PS: If you didn't edit that printout and the same number has two different names, than you have bigger problems.

What was the point of that?

KEY 00 SCR 6779 0 MARP
NAME Tom Jones
01 SCR 6779 0
NAME Michael Burgess





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[bignose21]

Now prt the dnb for 6176 (The place the call goes on Busy/No answer) if it is a set prt post the tnb.

 

[GHTROUT]

The assumption is 6176 is the mail system, since there is a "KEY 14 MWK 6176". But I guess we can't assume anything.




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[bignose21]

If yer right (odd number) and 6176 is the Mail ACD Queue then what is 6779 is the callpilot a mail box or SDN?