Ran Route

[LCUDK]

Hello,

We have a ran route listed in one of our ACD's of 16. The voice announcer is not functioning. Is there a way to verify that it is working? I believe I have seen a AT&T tech call them.

Thank You,

Doug

 

[johnpoole]

prt the route, dial the acod

john poole
bellsouth business
columbia,sc

 

[LCUDK]

Thanks John

What LD do I go into to prt the route?

Thanks,

Doug

 

[johnpoole]

ld 21
prt
rdb..

if you don't know the route number.. either ld 21 ltm or if you know the tn, print that and look at the rtmb (route member)

john poole
bellsouth business
columbia,sc

 

[LCUDK]

Sorry, John I figured it out. Now I just have to figure out why it isn't working. Here is the print out of the ACD...any ideas? The route 16 is working.

TYPE acd

CUST 0

ACDN 2095


TYPE ACD
CUST 0
ACDN 2095
MWC NO
DSAC NO
MAXP 8
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 16
FRT 18
SRRT 16
SRT 46
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 2218
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 2
CWLW 3
BYTH 0
OVTH 2047
TOFT 110
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 20
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

 

[johnpoole]

one ran.. route 16.. what are the symptoms

john poole
bellsouth business
columbia,sc

 

[johnpoole]

if you print route 16 then dial the acod what do you get? if you get a busy, post the rdb

john poole
bellsouth business
columbia,sc

 

[johnpoole]

ld 21
ltm
0
16

john poole
bellsouth business
columbia,sc

 

[johnpoole]

then ld 32 stat x x x x ... against the tn

john poole
bellsouth business
columbia,sc

 

[LCUDK]

John,

If I call the acd I get through to the digital announcer. If I stat the route if comes up idle.

Here's the rdb:TYPE RDB
CUST 00
DMOD
ROUT 16
DES RAN ROUTE 1
TKTP RAN
NPID_TBL_NUM 0
VTRK NO
NODE
RTYP DGT
GRD PLAY
REP 1
POST ATT
RANH
STRT DDL
WAIT RGB
BDCT NO
ASUP YES
ACOD 7116
TARG
CDR NO
MUS NO
RACD YES
TTBL 0
OHTD NO
ALRM NO
SGRP 0
ARDN NO
AACR NO

Thanks,

Doug

 

[johnpoole]

if i call the acd group and an agent is logged in and all logged in agents are busy.. i should get that recording.. what do you get from that test

john poole
bellsouth business
columbia,sc

 

[LCUDK]

Hi John,

Here's an eplanation of what's going on. We have an ext. 2118. That is a phantom extension of type 500.

DES ADMIN
TN 064 0 00 00 PHANTOM
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 2118 0 MARP
CPND
NAME COMPUTER DEPARTMENT
XPLN 27
DISPLAY_FMT FIRST,LAST
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST
SCI 0
CLS UNR DTN FBA XFA WTA THFD FNA HTD ONS
LPR XRD AGRD CWD SWD MWD RMMD SMWD LPD XHD SLKD CCSD LND TVD
CFTD SFA MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXA ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA DDGA NAMA MIND
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
CWND USMD USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTU
CDMR
RCO 0
PLEV 02
CSDN
AACS NO
MLWU_LANG 0
FTR DCFW 4 7220
DATE 26 JUL 2006

Somehow that transfers to ACD 2095. We hace that acd set up to NCFW to ext 2218 which appears on a 2008 so it can be forwarded to a cell phone if everyone is out.

The announcer use to pick up however here is what happens. If you call 2118 it appears in the queue (disp queue button on 2616) and rings and rings and rings. If you dial the true acd, 2095 it goes to the NCFW of 2218.

I can completly redo this if I need too. If seems like over the past years we have had different phone vendors through here that keep changing it.

I need an acd queue, 2118 that can put people on hold until people are free, and ncfw to various cell numbers.

Thanks for all your help,

Doug

 

[johnpoole]

i would not use the phamtom.. i would out that and put it back as a maxp 1 acd ncfw to the que.. if there is a reason for that dn not to be the acd-dn..



in the cdb, ld 21 prt ftr_data.. opt cff or cfo... if that is set to cff the ncos of the phantom needs to be high enough to all the call to the external cell.. that may have been that to add an ncos to the call.. if that option is cfo, then the inbound trunk provides the ncos.. but with cfo if you dial the 500 dn internal, the ncos of the calling station allows of denies the cfxa..


are inbound call hitting the acd via a did.. then use an idc if your inbound trunk can have an ncos high enough to cover any ncfw target..

john poole
bellsouth business
columbia,sc

 

[johnpoole]

not all vendors and not all techs are equal.. i would document my call path, and dare anyone to adjust it without clearing it with you..

john poole
bellsouth business
columbia,sc

 

[johnpoole]

1 never add a step you don't need.

always provide supervision to an acd call.

if ncos 3 is needed on site for a local call, then my inbound did's will be ncos 3. IF i want to forward anything external..

i usually make my ncfw a 500 IF i need to use rcfw to change the forward dn.. if not i send ncfw to a voice mail application.. it can transfer to a local exchange.. i can add options and it has a clean set of rpl's..

john poole
bellsouth business
columbia,sc

 

[LCUDK]

John,

Thank you for all of your help. I understand 75% of what you are saying. We need the end user to be able to forward the call to whatever their personal cell number is.

If I created 2118 as the actual acd with a NCFW to the 2008 ext of 2218, with the correct ran routes, would this work to allow the calls to be forwarded when all of the agents are logged out?

Thank You again,

Doug

 

[johnpoole]

yes, if your ftr option is set to cff and the 2008 has cfxa fna and an ncos that would normally call that number

john poole
bellsouth business
columbia,sc

 

[LCUDK]

John,

One more question, before I change all of this. If I remove the phantom, is there a way to have the name appear on the caller's display when they call in internally on the ACD?

Thanks John,

Doug

 

[johnpoole]

yes you can name an acd dn just like an ext

john poole
bellsouth business
columbia,sc