Transferring to a NAM?

[JBRAM]

How do or can you transfer a live answered call to the NAM via DN? <FYI Nortel MICS 6.1XC; Cinphony I ACD>. Right now we live answer via an ISDN console which is seperate from the MICS and transfer to a DID which is routed through the MICS and distributed by the NAM. Our goal is to remove the ISDN consoles and live answer with sets off of the MICS & hopefully transfer via DN within the MICS. I am hoping someone can point me in the right direction. Thanks in advance.

 

[ptstechnician]

Sounds like you need to just transfer the call to the NAMs voicemail port. If you do a Feature 985, it will tell you the main voicemail port.

 

[JBRAM]

We actually have a Call Pilot installed as well. F985 shows its VM DN.

 

[Bob3470]

Whats wrong with F 986 and the mailbox number? Most systems have the DN and the mailbox number match so that would make it easier.

 

[jsaad]

you would have your phone lines go straight to your norstar, get rid of ISDN terminals. answer a call, then to able transfer a caller to the ACD queue, you must know the DN for the ACD skillset.

 

[JBRAM]

jsaad- that sounds like terminology used in Call Center programming within a Call Pilot. We are just using our CP100 for mailboxes and a backdoor AA. I do not think skillset is an option on the NAM.- Big question is how to determine the DN for the NAM? Right now everything is transferred to a DID, which is set up under Configuration via DID/DNIS then routed to a Group.

 

[ptstechnician]

So you want to transfer calls to the ACD? If so, its somewhere in the ACD setup.