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

I could see maybe the calls, if unable to go to the expected Att, would then go to the Operator, but for the calls to go to an ACD Queue instead of the Operator or Att?

I did find, after listing the Day Ring assignment for line ID 81 (the ID number of lines that point to Att 5) is x001 (the Operator station). This makes it seem that it is normal for a call that can't otherwise be routed (for example, no or mis-entered digits) to go to the Operator. It still doesn't explain why the calls, instead of going to the Operator, would go to an ACD Queue.

Is there a way to disable or bypass the on-board DTMF decoders to make it rely on the externally installed ones (on the REC cards)?

Check also the G screen, to make sure no phones are forwarded to A001 (acd group 1)

and also look in the Y-A screen for your DNIS digits to see where they are routed..

we used to use ' unused line ID's ' to ring into special applications..

also, Do you know how to get into level9?

You can then use the Ctrl-C screen and hit ' J ' for the on-line monitor to ' see ' which digits were actually received on the T-1 channels..

I liked the troubleshooting Tools built into the IDS!

There are agents (in ACD Queue 1) whose Forwarding and VMS Plans route their calls to A001 when phone is either busy or there is no answer. This is so they can give a caller their extension, so that later callers have the option to dial that extension rather than just entering the queue. If the extension is busy, it will then roll into Queue 1, and the caller can be assisted by a different agent.

This should not affect Att5, which is programmed for Scheme 4 (Auto Attendants 1 through 6.) Extensions are not allowed by that Att. The caller essentially has two choices: 1 (for Att1 and a new menu of choices) or 2 (for Att2 and a different menu of choices.) Each of those auto attendants are on the scheme to accept 3-digit ACD queue entries (not looking at the system, not sure what the scheme is.) A digit timeout or a wrongly dialed digit (for example, calling in and hitting '7' at the top level) should route you to the Operator- NOT into an ACD Queue.


and also look in the Y-A screen for your DNIS digits to see where they are routed..
we used to use ' unused line ID's ' to ring into special applications..


There are some DIDs used for some specialty applications, but that is the exception, not the rule. These do not use the auto attendants. None of the DIDs used go into auto attendants, any lines for that purpose are in standard hunt groups.

also, Do you know how to get into level9?
You can then use the Ctrl-C screen and hit ' J ' for the on-line monitor to ' see ' which digits were actually received on the T-1 channels..

Yes, I utilize Level 9 only rarely, though, such as when I busied out the DTMF recorders on the card in Cabinet 3. Usually I'm at 7, or sometimes 8 if I want to use the Diagnostics (Ctrl-C). I guess I believe in logging in the system with the lowest level I need to get my expected tasks done (sort of like how in XP I log in as a Power User rather than Administrator.) I'll try checking the ^C,J screen to see if I can find anything out there, too.


I liked the troubleshooting Tools built into the IDS!

I do, too-- but sometimes they are not enough.

I would verify that all copper lines ring to proper att and that lines don't overflow to t1. Find it hard to believe dtmf issue if in proper att would go to operator not leave att menu and decide to go to a que.

Long verified. Also, if you get to the wrong auto attendant in the first place, you would hear the messages for THAT auto attendant since they are stored on different DVAs and have different recording numbers.

Find it hard to believe dtmf issue if in proper att would go to operator not leave att menu and decide to go to a que.(sic)

I, too, would find it hard to believe, but it does happen and I could at times duplicate the issue. After switching a Combo card between cabinets and disabling the DTMF recorders on the suspected bad card, I have not heard reports of calls going to the ACD Queue inappropriately, but they still go to the operator on occasion.

Noway, to disable DTMF on VCM/EVM cards.

I would also see if you can isolate down to POTS lines that are haveing trouble. It could be a voltage issue on some lines. Had simular trouble with lines going through slick. We isolated which lines wre having trouble, had Telco change the way lines were configured (removed slick). Problem went away. This was a State agency so time was the essence. We had tried ne cnf cards, EVCM card, replaced and upgraded CPU cards. After all that it was POTS line trouble.

Good Luck!!

I figured that was the case with the built-in DTMF recorders... would have been nice if one could.

I like your thinking, and a few days ago got the same idea. When the calls misroute to the the Operator, she now not only asks the caller what number he dialed, and what options he pressed, but also writes down the number displayed on the console (for example, the caller may dial 555-1234 but it may ring in as 555-1239 from the hunt group rollover.) In this way I can see if it is some signalling problem on a particular line.

I would like to dial in to your system and see what is going on. I know I can help to figure this out. Let me know, my number is 203 2236137.

Have you any conjecture to offer on the problem as it is? I'm not yet ready to hand access to the system over to a complete stranger as yet, especially without hearing any theories from you.