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Home > Forums > Wiring Closet > Telephony > Nortel: Symposium call center solutions Forum

Agent display shows 2 different CDN'sHelpful Member! 

thread959-1682476
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Imstillhere (IS/IT--Management)
7 May 12 14:02
For some reason intermittently an agent will answer a call and see this on the display:
DS_JRH_Dx
DS_Portsmouth

Agents typically only show one line of display so they know how to answer the call..In this case they're not sure.

So far all the calls that do this have been coming from the DS_Portsmouth line and they are not being transferred from other agents.
 I have an 81c on 6.0, CP 5.0 and CC 7.0
 I've checked in the App Builder and the scripting and don't see anything out of line... but im not an expert either..
  There are 20 or so apps like these 2.
 Depending on which toll free number is called, The caller gets a greeting specific for that "site".
 Each App then has 2 cdn's on the menu to choose from. Pressing 1 or 2 is what transfers the call to individually named CDN's and into the master script then to a secondary script.
I can email a picture of the display, if needed.Thank you in advance for any suggestions.
 
Helpful Member!  hached (TechnicalUser)
7 May 12 15:50
In CCMA, what is setup under Configuraiton\Phoneset Displays?
Imstillhere (IS/IT--Management)
7 May 12 16:22
ITS SHOWS 1*24 & 1*18
Line 1 is SKILLSET
Line 2 is DNIS

I looked at the DNIS and CDN in CCMA configuration and some are missing from DNIS that are in CDN.  CDN looks to have more numbers programmed than DNIS. Both DNIS and CDN should be the same list..I will add the ones i find missing..
how does it default to Skillset
DS_JRH_Dx when the DNIS is from DS_Portsmouth

 
 
Imstillhere (IS/IT--Management)
7 May 12 16:27
Oops...after i thought about it a second..The DNIS list will be smaller than the CDN list due to the 2 cdn's being in one application, I will make sure the DNIS to the application JRH is in the DNIS list.
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