ACD ringing on phone instead of headset

[Zenoxious]

I've had a lot of problems with this particular users phone, but I've no idea why as his config/set-up seems to be exactly the same as everyone else's. First for some reason it wasn't routing calls to him from the queue and now the phone is ringing rather than the headset that's connected. I've tried 2 different phones and 2 different headsets the old headset which came with the phones initially and a brand new Plantronics CS530A handset both ring the phone rather than the headset and obviously they were both connected to the headset port on the phone. The phones are the call centre M3905's and so don't have an actual normal headset/ringer.

I've tried everything obvious and now I've run out of ideas other than perhaps swapping the port anyone got any ideas on what to check next?

Phone set-up shown below:

DES M3905
TN 008 0 00 03
TYPE 3905
CDEN 8D
CUST 0
FDN 777
TGAR 0
LDN NO
NCOS 7
SGRP 0
RNPG 7
SCI 0
SSU 0010
XLST 0
SCPW 317
SFLT NO
CAC_MFC 0
CLS TLD FBD WTA LPR PUA MTD FNA HTA TDD CRPD STSD
MWA RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDA
CFTA SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHA FITD CNTD CLTD ASCD
ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTA AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN
FDSD NOVD
CPND_LANG ENG
RCO 0
EFD 777
HUNT 777
EHT 777
LHK 1
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 645 0 8317
AGN
01 SCR 317 0 MARP
CPND
CPND_LANG ROMAN
NAME Callum Blaydon
XPLN 27
DISPLAY_FMT FIRST,LAST
02 DSP
03 SSU 0010
04 RDL 16
05 RDL 16
06
07
08 MSB
09 NRD
10 EMR
11 ASP
12
13
14
15
16 MWK 700
17 TRN
18 AO6
19 CFW 16 600
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 15 NOV 2012

 

[RickyPone]

What is homl in the acd database?

 

[Zenoxious]

Unless I'm going blind there is not reply button for your post.

I confess I'm not totally sure what you mean? The MSB is set to key 8. There is a default button for headphones on the left hand side which when pressed highlights:

http://www.silvercom.com.au/productimages/m3905_bb66.jpg

 

[KCFLHRC]

There are headset settings in the Options Setting on the phone itself. Check there.

 

[RickyPone]

Print the acdn in ld 23. Look at the homl prompt and let us know.

 

[Zenoxious]

ACDN 645

TYPE ACD
CUST 0
ACDN 645
MWC NO
DSAC NO
MAXP 18
SDNB YES
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 700
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 0
NCWL NO
BYTH 0
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO 4
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
CWNT NONE

 

[tgolds]

ALl you need to do is Chgange the Class Of Service CLS from BUZZ to RNGB.

 

[Zenoxious]

Thanks for the response tgolds, but shouldn't the switch be RNGI?

 

[one234]

Hi,

Set FITD to FITA


Marc D.

If Bill Gates had a nickel for every time Windows crashed... Oh wait, he does...

 

[Zenoxious]

one234 I'm afraid to say that changing that didn't work.

 

[Zenoxious]

The solution to this was that there is a setting in the phones options menu "Headset Port Ext Alerter" if this is set to on, it allows the phone to ring through the headset.