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Call Forward by call type....."I think" 1

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armytechie

armytechie

IS-IT--Management
Mar 17, 2005
175
US
I have a primary DN of 2286 (3904 acting as console) when called it just rings out, you can hear the hesitation in the transfer but no voice mail.this happens when left with the default programming of FDN 1295 (VM DN) and a CFW of 7410 (which is a Call Que).

When I take the cfw off and put 1295 it routes the call to the VM prompt which is the one we want to use. The thing is the 7410 is actually a ACD group as well as a CDN the DFDN is 4010.

My question is: "Why didnt it forward to voicemail prompt I wanted if theoretically no agents are logged in?"

I can vaguely remember call forward by call type. but I think its in the callpilot somewhere as well we are currently running 1.07 my techie just left and he was stumped. As the quick fix we changed the CFW from 7410 to 1295 but I still want to know why it doesnt work. It's driving me nutz. Thanks in advance and good luck TEXAS
 
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For your ACD, what is the NCFW set to?

If no agents are logged-in, the ACD is in night-mode and would route any presented calls to wherever NCFW is pointing.
 
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The NCFW is set to the VM DN of 1295, the only time routing change takes place is when I change that CFW. So all know I usually good for these kinda "BLACKHOLE" questions. As I was once asked "what the H*ll do you have over there that you have these type of issues" That comment itself is better than ever getting a "JOB WELL DONE" from my superiors, especially comming from the pro's on this site. I'm open to other suggestions. Thanks!
 
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Let me see if I understand this correctly...

The 3904 (DN 2286) is set to CFW 7410

7410 is an ACDN

If a call is placed to 2286, when CFW'd to 7410, the inbound call is presented to ACDN 7410

If the CFW is canceled, the call to 2286 rings x times and goes to the sets FDN --1295 (your pilot DN for Mail)

If the above is true, then a call to 2286 that isn't answered will go to mail. Mail will look-up 2286 (since that's the originator's ID and handle it accordingly. When the 3904 is CFW'd to 1299, the same thing will happen.

If you build a VSDN entry for 2286 and point it to a menu that calls to ACDN 7410, then the call will be presented to the queue.

Am I close to understanding the operating parameters?

--T1PSTN
 
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correct! Except one change I do make is the CFW of 2286 to 1295 that is when it works, when I leave it as it was originally programmed CFW 7410 it just rings no voice mail nothing, thing is....If all agent are logged off then shouldn't it go to some voicemail? Any voicemail? instead it rings out
 
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If you dial 7410 directly (from any set on your system) what happens?

--T1PSTN
 
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It goes to our general CDN mailbox. I looked at the programming for 7410 it is NCFW 1295 the OVDN is 4001 4002 4003 and the DFDN is 4010 (ACD group 10).Its just when the 2286 is programmed with the 7410 it does nothing doesnt even get picked up by the CDN VM.
 
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Like you said, "Black Hole" indeed. :)

From what you've stated, it seems that you can't forward a set to an ACDN. I'm not 100% sure of any restrictions on this, but I'm going to do a few tests of my own to check.

What release and platfrom are you running for PBX and Mail?
 
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Release 25 Issue 30
CallPilot 1.07 (Dinosaur)
 
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Well, I don't know much about pilot, but in two of my PBXs (one's 25.40b and the other 3.0) I can't CFW to an ACDN unless it's a MWC (message center.) Again, I don't know where this is barred, but it neither PBX seems willing to let me CFW to a queue-- Even from a CLS = UNR CFXA set.

I'll keep digging.

--T1PSTN
 
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I appreciate it much, be nice if some fresh thinkers would step in I'm two days deep and frustrated, Again thanks so you know its just for an FYI. but it does drive me nutz
 
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you would have to add the console dn as a voice service dn, the mail looks at the original dialed dn, the cdn sends it to mail but the mail doesn't see the cdn, it sees the number the user or route called.. are you trying to give two different voice mail treatments to the 2286 number.. i'm slow, explain what result you need and i'll help, a long way from a fresh mine, but old and stuborn can work sometimes

john poole
bellsouth business
columbia,sc
 
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