Not knowing your exact situation - here are some examples of handling 800 numbers
Premise: call is delivered to switch as (4 digit) 2233
Phantom to SCR/MCR 1. Create a phantom for 2233 or IDC in [LD 49]**(see note) 2233 to a phantom.
2. Create a phantom similar to this:
Quote:
TN 100 0 04 12 PHANTOM
TYPE 500
CDEN 4D
CUST 0
DN 2233 0 MARP
CPND
NAME 800 # Transfer
XPLN 27
DISPLAY_FMT FIRST,LAST
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST 0
SCI 0
SCPW
CLS ....
...FTR DCFW 4 7699 (where 7699 is an SCR or MCR appearance on all (3) 2616's). Personally - I would make it SCR with a lot of roll up lines. |
With that said - if you have 7699 and 4 roll up lines- the 5th caller would be handled by your HUNT feature (most like Voicemail) and calls not answered would be handled by you FDN setting.
ACD to SCR/MCR... This is very similar to the above settings - It's an ACD but will alwasy be in NCFW mode....
Quote:
ACDN 2233
TYPE ACD
CUST 0
ACDN 2233
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 6
FRT 36
SRRT 8
SRT 10
NRRT
FROA NO
NCFW 3872 [where 3872 is your SCR/MCR DN on your (3) 2616's]
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
DAL NO
RPRT YES
IVR NO |
True ACD (requires that agent's logon)....
The same as above acd
but program the (3) sets as ACD sets.
Quote:
TN 092 1 02 11
TYPE 2216
CDEN 8D
CUST 0
AOM 0
FDN 7111
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST 0
SCPW
CLS ....
CPND_LANG ENG
RCO 0
HUNT 000
LHK 9
LPK 9
PLEV 02
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
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 3872 0 3702
SPV
01 NRD
02 MSB
03 SCR 3802 0 MARP
CPND
NAME Private DN
XPLN 27
DISPLAY_FMT FIRST,LAST
04 OBV
05 TRN
06 AO6
07
08
09
10
11
12
13
14
15
DATE 14 OCT 2003 |
With only (3) agents and the small number of expected incoming calls - I wouldn't suggest the 3rd option. Also with 2616 sets - if the agent(s) aren't using headsets with ACD and they hangup - they are logged out and will not accept any calls.
***
Note's about LD 49. ...It's a great way to create a Dmarc between your Local Carrier Toll Free provider and your switch...Example: say you get a trouble report that the Toll Free number is constantly busy...
In Load 49
IDC 2233 to your maintenance set number (4444). Dial the toll free number - If you're still getting busy (you have a carrier problem or incoming trunk problem) if it rings through then you have a switch related problem. I have 36 toll free numbers and I use LD 49 to isolate troubles all the time....
Good Luck