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| Tags: attedant, auto, help |
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 08-17-2004, 03:43 PM | #1 (permalink) | ||||||||
| Guest
| Hello all. I have a acd queue that has an auto attendant built on it. Works fine except for one minor issue. When you call the queue from the outside world, the auto attendant menu picks up and works fine. But when you call the queue internally, the call goes right into the queue and does not get the auto attendant menu. Could this be an IDC issue or is there a simple fix for this? BTW we are using Meridian Opt 11 w/ Succession 3.0 and SECCS 3.0 + Mermail 13 Thanks | ||||||||
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| 08-18-2004, 10:02 AM | #3 (permalink) | ||||||||
| Guest
| If I understand you correctly you have an auto attendant that front ends the acd queue. Caller gets auto attendant then chooses an option which directs the call to the queue. If thats the case then we need to look at the difference between the way external calls and internal calls are routed. How are the external calls presented to the switch? toll free w/ DNIS, DID, COT w/ auto terminate? For example.. let say you have a queue 4000 which is a DID number in your system. A DID call comes in as NPA-NXX-4000 and has IDC set up on the route that converts it to 2000. 2000 is directed to voice mail (acd ncfw to v/m or phantom dcfw to v/m). VSDN 2000 in voice mail points to the menu sevice which gives an option to CL the queue at 4000. In this senario external calls would get auto attendant but internal calls would go directly to the queue. Post a reply if this is the case or correct me if I misunderstood the post and we can look for solutions Thanks | ||||||||
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| 08-18-2004, 05:06 PM | #4 (permalink) | ||||||||
| Guest
| HCJes here is a print out of the acd queue. TYPE ACD CUST 0 ACDN 3196 MWC NO DSAC NO MAXP 30 SDNB NO BSCW NO ISAP NO AACQ NO RGAI NO ACAA NO FRRT 5 FRT 10 SRRT 5 SRT 46 NRRT FROA NO NCFW 8191 FNCF NO FORC NO RTQT 18 RTQO MSB SPCP YES OBTN NO RAO NO CWTH 1 NCWL NO BYTH 0 OVTH 2047 TOFT NONE HPQ NO OCN NO OVDN IFDN OVBU LNK LNK LNK LNK EMRT MURT 7 RTPC NO STIO TSFT 20 HOML NO RDNA 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 | ||||||||
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| 08-19-2004, 10:57 PM | #8 (permalink) | ||||||||
| Junior Member 
Location: Houghton, NY Rep Power: 7   | When you call from a digital phone with a display, what does it read... the ACD number? Do you at least get the Music Route internally? I am thinking this may have something to do with your OVBU, something may need to be changed... so weird it works outside and not inside... | ||||||||
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| 08-20-2004, 10:52 AM | #9 (permalink) | ||||||||
| Guest
| Before we had SECCS the acd queue was 8196. Now that we have SECCS we've changed the acd queue to 3196 and the CDN of 3196 is 8196. 3196 is the In calls key that we program on the phone but when the customer is calling they are actually calling the cdn 8196. Hope I'm not confusing anyone | ||||||||
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