When dialing an ACD it gets dead air 1

[Mulderfox1976]

Hi all,

quick question, when I dial an acd I am getting dead air,

it appears to be happing to all of them,

any ideas?

regards
Mulder

 

[Johnthephoneguy]

Could it be your music source is not connected? If you stay on the line do you get through to an agent or is your call not connecting?

Do you have someone logged in?

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[johnpoole]

prt the group, post it if you need. froa =yes? then your 1st ran route is down.. does is go to an agent if you just stay on the line... i would ld 21 ltm and find then print my ran routes and try dialing the acod.. is your moh working? that may help decide ran or mus problem

john poole
bellsouth business
columbia,sc

 

[TAnselm]

Go to ld 80 and trace the call to see if you are actually connected to an agent. We had a problem at one of our site where Agents would walk away from their phone without hitting the Not Ready key and call would end up on their phones.

 

[Mulderfox1976]

Hi all,

thanks for your input, but the problem is we have them setup to dial out to a mobile or landline number not an agent, if that makes sense,
so if i wanted to call someone who is based in germany i would dial 2116 - which goes to their direct number,

regards
Mulder

 

[SpelingChampeon]

So, you are using a NCFW XXXXXXXX number? Its pretty straight forward.. first off, I would make sure your MAXP is 1, and then change the NFCW to another extension in your building.. just change it to a phone in your office and test it that way. If you dial the ACD NCFW and it rings on the phone in your office, then you can assume you either have an issue with the calls going off premise. Then you should check your TGAR and/or NCOS (its been a while) on your routes. It might help if you post your ACD DN that you are using, and possibly the route(s).

 

[johnpoole]

so your not using it as a group, your using it maxp 1 ncfw to germany.. very common.. so print the acd dn and look at the ncfw... that is either ac1 (9) plus the country code plus the number or the acod plus the number.. print the acd and try dialing the ncfw to isolate where it's broke

john poole
bellsouth business
columbia,sc

 

[Mulderfox1976]

Hi John,

Cheers for the feedback,

I checked that out and no joy,

I even created a new ACD and used my mobile number as the NCFW and it still has dead air when dialling,

regards
Mulder

 

[johnpoole]

cna you make it work internal? and what is you opt's cff or cfo?

john poole
bellsouth business
columbia,sc

 

[acewarlock]

Don't make us guess, please post 1 of the ACD's that don't work so we can see what your doing.

 

[jamie2]

Its always easier to guess on Mondays when the brain is fresh... By FRIDAY, its lights out!

 

[Witchaven]

We had a similar problem today and our support tech had to initialise the system to get the ACDs with NCFW to work again.

She reckons it might be a software bug so they may be a patch for it, but our system is on an old release (23) which isn't supported any more.

She has suggsted that if it happens again, we use phantom DNs with DCFW set, instead of using ACDs with NCFW.

Hope this helps.

-
Dave

 

[acewarlock]

I guess he got it fixed, it's been 12 days since last post.

 

[Mulderfox1976]

Hi all,

sorry I was away there for awhile,

thanks for all the feedback on this

we went with a reboot of the PBX and this seems to have help resloved the issue.

again cheers for the feed back
Mulder

 

[acewarlock]

When all else fails "REBOOT

 

[johnpoole]

that is never a valid choice.. always a lot of fun when you do a reboot and she lays over and plays dead for a day or two.. the 1st thing you do on the server farm but not a perfered practice in the nortel world.. i had a friend that would ini at the drop of a hat... he is selling used cars now.. seems he ini'ed one to many.. the next morning when i got to the site, smoke was coming out of the switchroom.. weak ps on an old nt..

had to be the company law firm, working switch, one station would not un-forward.. 18 hours down time.. the forward problem was due to the dn being marped on an analog for rcfw use.. the new user was trying to use the cfw key on an qpc-60... long story but it's friday

john poole
bellsouth business
columbia,sc

 

[TAnselm]

Funny John...

That exact scenario happened to a Tech in my old company. Didn't realize that after you INI an Option 11, 3 times in a row the switch will do an automatic SYSLOAD. Knocked down the company president with a VERY important client and they could not get dial tone back for a couple of hours (kept getting failures on reboot.

 

[johnpoole]

complimentary restart, love that term

john poole
bellsouth business
columbia,sc