sundance-communications.com/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems Misrouted calls

I've got a real strange one here...

Given: Copper lines go to an auto-attendant (#5), callers to that auto-attendant are given two choices: 1 or 2, which should then route the caller to Att 1 or Att 2.

Given: T1s going to Att 3. Callers given choice 1, 2, or 4, which correspond to ACD Queues.

The problem is that callers to Att 5 might press 1 and then get routed to ACDQ1 instead of Att 1. During very busy periods, agents in ACDQ1 will be flooded with calls they are not trained, paid, or equipped to handle, and so must fill out a callback for the caller.

Ran a system diagnostic, the CNF cards in Cab 1 and Cab 2 fail, the one in Cab 3 is fine. Switching CNF cards from Cab 2 to 3, the failure still is in Cab 2, so it seems the card itself is Ok.

Could the CNF cards be causing some sort of misrouting?

One of our vendors suggested it was a DTMF recorder in one of the combo cards, the suspected failed card (in Cabinet 3) was replaced with a new one, but the problem still remains. Occasionally I'll see a failure on one of the remaining combo cards, so I've been trying to busy out one or two of those ports to see if I can keep the bad DTMF receiver out of the loop....

Any other ideas what might cause the misrouting? Is the failure with the first two CNF cards something to worry about, or is it somehow "normal" (like DID cards failing the self test)?

Attendant 5 is using Scheme 4 (Attendants 1-6), so there should be no way for a call to go from that Att to an ACD Queue.

If the att digit timer runs out where does the call ring to? You can check this in the H screen or by calling into the att and press 0.

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If doing self-test the cnf cards will fail every time. This is normal.

Check the "O" destination for the att and overflow for your ACD groups.

Good Luck!!

The Digit Timeout on the Auto Attendants is 10 seconds. Timed out calls, and "0" presses ring to the operator station.

Thanks for the replies, guys!

The destination for 0 is the programmed operator console. The strangest thing is that when a caller to Att5 hits "1", instead of being directed to Att1, sometimes he gets to ACD Queue 1. Attendant 5 is on Scheme 04 "[Attendants-> 1 through 6]".

This "overflow" thing is new to me, though... Where do I check that? Also, if those are for ACD Groups, why is it that the Auto Attendant is sending calls to an ACD Queue when it's supposed to send them to another Auto Attendant?

Again, I must reiterate that it doesn't happen to every caller. I can't yet figure out what cabinet the call is coming in on, and what DTMF recorder is in use at the time.

[This message has been edited by Orac (edited January 06, 2005).]

This must be puzzling to more than just me.

Again, this morning, I received a report from an agent in ACD Queue 1 that a caller dialed our other number, pressed 1, and instead of getting his next menu selection, ended up in ACD Queue 1.

The Combo card I suspected of having a problem (based in part on the Self Test in Diagnostics) is now safely in cabinet 3 with all the DTMF recorders disabled.

Oddly enough, the "new" Combo card got a failure during the self test I performed just now. Is it really the hardware? Or is there some other CPU failure causing this?

The VCM/EVCM card also has a DTMF built into it. I have had that one fail and cause simular problems.

Good Luck!!

If the calls cant go to the expected acd grp or att the call will follow the default ring assignment for the line it came in on.Use the H screen to list what ext a line rings on

I'll look into that... unfortunately, the system self test seems to disallow testing of the VCM... I may have to do more hardware switching around.

Thanks for the reply!