CDN does not route to the correct destination - PBX Info Forum | Telephony Resource Tech Tips Community for Avaya, Nortel, Cisco, Panasonic, ShoreTel, Asterisk and more...

ell · 07-08-2009

Hi

We have created a new CDN which has identical settings to a current working CDN. This CDN has been configured in Symposium and should to a symposium script and then be presented to an available agent in the relevant skillset. This works fine from any phone within the business, however when reception attempt to dial the CDN it does not route correctly. When dialled from reception, the call seems to be going to the default ACD queue 29000 and is therefore presented to any Symposium phone....

Is there a routing table on the PBX where I will need to configure this CDN to work from the reception console?

Hope this makes sense...

shankar · 07-08-2009

Can you post the TNB of the reception phone and CDN......
Did u check if there is any pre transulation used....

ell · 07-08-2009

Hi

Yes it is definitely aqcuired in Symposium and works fine when you dial the CDN from any other phone except for the reception console. This is the PRT of the CDN...

TYPE CDN
CUST 0
CDN 292530
FRRT
SRRT
FROA NO
MURT
CDSQ NO
DFDN 29000
NAME NO
CMB NO
CEIL 2047
OVFL NO
TDNS NO
RPRT YES
AACQ YES
ASID 17
SFNB
USFB 1 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 2 3 4 5 6 8 9 10 11 12
CNTL YES
VSID
HSID
CWTH 1
BYTH 0
OVTH 2047
ACNT

Rachelle · 07-08-2009

How is reception attempting to call this CDN? Are you placing these test calls yourself or are you relying on someone else to do this?

When they call, could they be calling the entire number, as if from the outside world? If so, could you have an IDC that is coming in to play?

Is the CDN in the MASTER Script?
Is the correct application assigned, in the MASTER Script?

Those are the first questions that come to my mind.

rlc

ell · 07-08-2009

I have tested dialing just the CDN number from the reception myself, but I just get through to random Call Centre Agents. Dialling the entire number externally works, as I have added the entry to the IDC table.

The CDN is definitely in the Master Script and the correct application has been assigned. Am I right in saying this would not work from any phone in the office, if it had not been defined correctly and acquired in Symposium?

I have compared the CDN to another one that actually works from reception, but I have been unable to find any difference in the configuration.

I believe that the CDN has been configured correctly, but I think this issue is more to do with the reception console using default routing, as it has been tested and it works from any other phone within the office.

ell · 07-08-2009

This is the prt of the reception console, which does not work!

NACT
REQ: prt
TYPE: tnb
TN 21 12
DATE
PAGE
DES

TN 021 0 00 12
TYPE 2250
CDEN 8D
CUST 0
SGRP 0
SETN 021 0 00 13
ANUM 01
IADN
ALPD NO
SSU 0010
ICDR ICDD
ABAN ABDD
CPND CNDA
PRES 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19
AADN
DNDI DNDA
DAPC DAPA
LANG 00
KEY 00 BVR
KEY 01 BKI
KEY 02 DPS
KEY 03 DPD
KEY 04 EES
KEY 05 RDL
KEY 06 PRK
KEY 07 SSC 0010
KEY 08 MTM
KEY 09 MDT
KEY 10 PRG
KEY 11
KEY 12 ADL
KEY 13 ADL
KEY 14 ADL
KEY 15 ADL
KEY 16 ADL
KEY 17 ADL
KEY 18 ADL
KEY 19
DATE 10 AUG 2007

This is the prt of my phone, which does work.

DES 011000
TN 007 0 00 06
TYPE 3905
CDEN 8D
CUST 0
FDN 7000
TGAR 1
LDN NO
NCOS 7
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
SFLT NO
CAC_MFC 0
CLS CTD FBD WTA LPR MTD FNA HTA TDD CRPA STSA
MWA LMPN RMMD SMWD AAD IMD XHA IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFA MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD MCTD CLBD AUTU
GPUA DPUD DNDA CFXA ARHA FITD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTA AHA IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USRA ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
FDSD NOVD CDMR
CPND_LANG ENG
RCO 0
HUNT 7000
LHK 0
PLEV 02
CSDN
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 MCR 2277 0 MARP
CPND
CPND_LANG ROMAN
NAME Elliott Butler
XPLN 24
DISPLAY_FMT FIRST,LAST
01 MCR 2277 0
CPND
CPND_LANG ROMAN
NAME Elliott Butler
XPLN 24
DISPLAY_FMT FIRST,LAST
02 ADL 12
03 ADL 12
04 MCN 3334 0
CPND
CPND_LANG ROMAN
NAME IT Service Desk
XPLN 24
DISPLAY_FMT FIRST,LAST
05
06
07
08
09
10
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 4 7000
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 18 JUN 2009

not sure if this helps at all.

ngensys · 07-08-2009

This is indeed strange. It should not be treating the console differently unless you have stated so in the script.

Try to test one thing. In the Master Script, where the CDN is mapped to an application, route it to an extension instead. Just to make sure the call is really entering the Master script at all.

ell · 07-09-2009

Hi

Yes that is a good idea. Currently the entry in the master script is set to...

VALUE 292530 : EXECUTE SCRIPT Third_Party_Insurers

How would I route this to just an extension number? I have tried just typing the extension, but the validation failed.

VALUE 292530 : 2277

ngensys · 07-09-2009

The syntax should be:

VALUE 292530 : ROUTE CALL 2277

ell · 07-09-2009

Okay that definitely works

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