NCFW

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NCFW is a prompt within an ACD datablock. NCFW stands for "Night Call Forwarding", i.e. the destination a caller should be re-routed to when no agents are logged into the ACD queue.

Uses of NCFW

NCFW is commonly used for the following purposes:

• To redirect callers from a primary queue with no logged in agents to a secondary destination such as:
  • CallPilot
  • Meridian Mail
  • Internal Station
  • Secondary ACD queue
  • External destination (see Security Concerns)

• As a form of permanent call redirection, meaning a caller may dial one number, and that number will ALWAYS (100% of the time) be redirected to the NCFW destination.

Security Concerns

ACDNs may have their NCFW prompt set to an external number by adding the Access Code for BARS/NARS. This could allow any caller to the ACDN to be redirected to a great number of fradulent scenarios:

• NCFW set to 9, caller may dial any number
• NCFW set to high toll area code (i.e. 1-(809) or 1-(900))
• NCFW set to a personal number (i.e. home phone/cell phone)

The best course of action to deter from these configurations is to review the NCFW prompts of all ACDN datablocks on a regular basis and verify each destination number.

PBX Programming Examples

Basic Call Redirection

1. Load Overlay 23
2. Create a NEW ACD
3. Enter the appropriate Customer Number
4. Enter the ACDN (number you want callers to dial)
5. Set the MAXP prompt to 1
6. Set the NCFW prompt (number you want to re-direct calls to)

Example PBX I/O:

>LD 23
ACD000 
MEM AVAIL: (U/P): 2863743    USED U P: 203775 45441    TOT: 3112959 
DISK RECS AVAIL: 1024 
ACD DNS  AVAIL:   299    USED:     1    TOT:   300
REQ  new
TYPE ACD
CUST 0 
ACDN 4500
... (carriage return through)
MAXP 1
... (carriage return through)
NCFW 98448383
... (carriage return through)
REQ  

See Also

• Phantom TN

References

• Software Input/Output Administration - Document Number: 553-3001-311