sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems CP Call Center Question

Does a skill set need a physical set in order for internal transfer? Outside callers are directed to the skill set fine, internal is the problem.

Thanks,
Beth

If I'm understanding you correctly you are trying to transfer calls that have been live answered to a call center.

F70 to the Control DN of skillset.

I don't think you can call the CDN of the skillset from within the system - I tried it and it didn't work.

From the CP Call Center Set and Operation Guide (Page 47 CP 3.0):

How incoming calls are sent to a skillset

Incoming calls are sent to a skillset in one of the following ways:

•You assign a line to be answered directly by a skillset. For information about assigning lines refer to “Line administration” on page 169.

•A receptionist, agent or subscriber receives a call and transfers the call to a skillset.They can transfer the call to a skillset by pressing Feature 70‚ or TRANSFER and entering the CDN of the skillset.

The receptionist, agent or subscriber must not use the Call Pickup feature.

•The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset. For more information, refer to “Auto Attendant” on page 14 and “Custom Call Routing (CCR)” on page 14.

Thanks guys.......I have a tech going up today and will let you know how we make out.

We upgraded a MICS to 7.0 and this feature didn't follow..since we didn't touch the VM, I wasn't sure if it EVER worked.

Beth

if the cdn is not assign to a physical port you cannot transfer using feat.70 you have to do feat 986. which goes back to a quirk i hate about the nortel system where as vmail dns and system dns are independent. so quick vmail transfers using autodial buttons are forbidden.