No forward on external calls

[brewerdude]

In our call center we have several "Sales Rep" and "Sales Assistant" groups. In order to provide coverage, we have a default setup where if the Rep doesn't answer his/her phone, all calls forward to the assistant. If the Assistant doesn't answer, the call goes to the Rep's voice mail. This is pretty much your basic boss/secretary relationship. In order to enable this, we set the FDN and Hunt on the Sales Rep's phone to the Assistant's DN. On the Assistant's phone we put SFA in the class of service. This has been working well, except for one issue. When receiving an external call if the Sales Rep places his/her phone on Make Busy, the call will foward to the Assistant as expected, but if the Assistant doesn't answer the call, it never forwards to voice mail (just rings). If it's an internal call, the call fowards without issue. We're a little perplexed on this one. Printouts of the phones are below:

Option 81C, S3.0
3123 is the DN for our voicemail

Sales Rep Phone
DES S3022
TN 028 0 02 07
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 5292
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITA CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 5292
LHK 2
LPK 1
PLEV 02
SPID 4158
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6740 0 4908
AGN
01 SCR 5959 0 MARP
02 SCR 7138 0 MARP
03 NRD
04 MSB
05 DSP
06
07
08 AO6
09 TRN
10 CFW 4
11 ASP
12
13
14 MWK 3123
15
DATE 10 NOV 2004


Assistant Phone
DES S3021
TN 020 0 06 04
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 3123
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFD
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 DNDD CFXD ARHD FITA CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 3123
LHK 2
LPK 1
PLEV 02
SPID 1937
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6740 0 4292
AGN
01 SCR 5292 0 MARP
02 SCR 7292 0 MARP
03 NRD
04 MSB
05 DSP
06
07
08 AO6
09 TRN
10 CFW 4
11 ASP
12
13
14 MWK 3123
15
DATE 1 OCT 2004

 

[coniglio]

Check your RDR_DATA in the CDB. If you have CFO try changing it to CFF.

 

[brewerdude]

Interesting...


We are currently set to CFF, which I gather, means that the pbx will look at the Assistant's phone to figure out what to do. Since that's where the SFA is, shouldn't this work properly?

Also, FNAD, FNAT, and FNAL are all set to FDN. Which logically, seems to be where they should.

 

[johnpoole]

i wouldn't expect that to work without sfa in the secondary forward station. in this switch without sfa the caller would end up in the voice mail for the pa, not the original called station

john poole
bellsouth business
columbia,sc

 

[brewerdude]

So I need to put SFA in the Sales Rep phone too?

 

[johnpoole]

yes i would put it their, your post heading says external calls, without cfta (call for by type) int and ext should get the same forward, cfta will give you additional prompts for int and ext forward

john poole
bellsouth business
columbia,sc

 

[brewerdude]

CFTA? Where's that?

 

[johnpoole]

class mark on the set, allows seperation of internal and external forwards, some depts here have internal going to voice mail on busy (hunt) and external calls going to a group ringer for call pickup.. external call on the suicide prevention line don't get voice mail...ever

john poole
bellsouth business
columbia,sc

 

[brewerdude]

CFTA did not work. Neither did SFA on the Sales Reps set.

Any other ideas?

 

[johnpoole]

your block may be in the symposium.. or the acd group, it's not on the set

john poole
bellsouth business
columbia,sc

 

[brewerdude]

I rebuilt the phones as Non-ACD and it still didn't work.

I also changed MWFB to yes in the CDB, but that didn't help either...

 

[johnpoole]

post one of the phones you've rebuilt

john poole
bellsouth business
columbia,sc

 

[brewerdude]

Actually, spoke with a Nextira tech just a few minutes ago- apparently it's a bug in Succession 3.0. I opened a ticket to get the patch.

Argh!

 

[Stagemusic]

Your Vendor is absolutely correct. This is a known problem with Succession and there is a patch for it. In upgrades to Succession, there are a few instances in which Symposium will not carry digits forward to Voicemail. It will take the caller to the main prompt and not the user mailbox. We had it happen on two successive upgrades with Symposium. However, the problem does not show up in any of our non-Symposium sites.

 

[johnpoole]

current patch load on 3 with mer mail and no symposiumn

PAT# PRS/CR PATCH REF # NAME DATE FILENAME
00 MP05829 ISS1:1of1 Core 30/10/04 p12511_1.cpt
01 Q00464575 ISS1:1OF1 BRIL/BRIT 30/10/04 p16540_1.cpt
02 Q671307 ISS5:1OF1 QSIG 30/10/04 p17448_5.cpt
03 Q00689616 ISS1:1OF1 ACD/NACD 30/10/04 p17512_1.cpt
04 Q00665199 ISS2:1OF1 CDR 30/10/04 p17559_2.cpt
05 Q00702474 ISS1:1OF1 CORE 30/10/04 p17571_1.cpt
06 Q00709405 ISS1:1OF1 Symposium 30/10/04 p17643_1.cpt
07 Q00712182 ISS1:1OF1 Group Hunt/PLDN 30/10/04 p17790_1.cpt
08 Q00349307 ISS1:1OF1 CORE 30/10/04 p17820_1.cpt
09 Q00724590 ISS1:1OF1 TAURUS 30/10/04 p17823_1.cpt
10 Q00757690 ISS1:1OF1 Meridian Mail 30/10/04 p17825_1.cpt
11 Q00748087 ISS1:1OF1 Core 30/10/04 p17845_1.cpt
12 Q00753247 ISS1:1OF1 CORE 30/10/04 p17853_1.cpt
13 Q00743283_ ISS1 1OF1 CORE 30/10/04 p17889_1.cpt
14 Q00743414 iss1:1of1 CORE 30/10/04 p17890_1.cpt
15 Q00749407 ISS1:1OF1 CORE 30/10/04 p17891_1.cpt
16 Q00755208 ISS1:1OF1 Core 30/10/04 p17893_1.cpt
17 Q00761422 ISS1:1OF1 core 30/10/04 p17895_1.cpt
18 Q00660652- ISS1:1OF1 Taurus Sets 30/10/04 p17897_1.cpt
19 Q00761893 ISS1:1OF1 Core 30/10/04 p17899_1.cpt
20 Q00754053 ISS1:1OF1 Core 30/10/04 p17922_1.cpt
21 Q00771896 ISS2:1OF1 CORE 30/10/04 p17946_2.cpt
22 Q00775297 ISS1:1OF1 Core 30/10/04 p17960_1.cpt
23 Q00743121 ISS1:1OF1 CORE 30/10/04 p18024_1.cpt
24 Q00573831 ISS2:1OF1 CallPilot 30/10/04 p18025_2.cpt
25 Q00755955- ISS1:1OF1 Core 30/10/04 p18028_1.cpt
26 Q00779816 ISS1:1OF1 ACD/NACD 30/10/04 p18040_1.cpt
27 Q00735881 iss1:1of1 CORE 30/10/04 p18043_1.cpt
28 Q00769104 ISS1:1of1 CORE 30/10/04 p18051_1.cpt
29 Q00782006 ISS1:1OF1 ACD/NACD 30/10/04 p18066_1.cpt
30 Q00790668 ISS1:1OF1 QSIG 30/10/04 p18081_1.cpt
31 Q00767458 ISS1:1OF1 CORE 30/10/04 p18090_1.cpt
32 Q00792920- ISS2:1OF1 ACD/NACD 30/10/04 p18123_2.cpt
33 Q00798017 ISS1:1OF1 GF 30/10/04 p18163_1.cpt
34 Q00773689 ISS1:1OF1 Core 30/10/04 p18229_1.cpt
35 Q00828559 iss1:1of1 CORE 30/10/04 p18242_1.cpt
36 Q00783145 ISS1:1OF1 p18250_1 30/10/04 p18250_1.cpt
37 Q828904 ISS1:1OF1 QSIG 30/10/04 p18305_1.cpt
38 Q00744653 iss1:1OF1 Core 30/10/04 p18380_1.cpt
39 Q00792601 ISS1:1OF1 Symposium 30/10/04 p18387_1.cpt
40 Q00811297 ISS1:1OF1 CORE 30/10/04 p18393_1.cpt
41 Q00861684 ISS1:1OF1 QSIG 30/10/04 p18433_1.cpt
42 Q00859329 ISS1:1OF1 Symposium 30/10/04 p18444_1.cpt
43 Q00850201 ISS1:1OF1 CORE 30/10/04 p18446_1.cpt
44 RAJARSHI H ISS2:1OF1 ACD/NACD 30/10/04 p18677_2.cpt
45 Q00834606 ISS1:1OF1 p18739_1 30/10/04 p18739_1.cpt
46 Q00800638 ISS1:1OF1 p18875_1 30/10/04 p18875_1.cpt



john poole
bellsouth business
columbia,sc