sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Odd call routing

I am consistently having issues with a specific phone number not routing properly. The ACD associated with the call in question is configured to route incoming calls to a dedicated DID that is associated with a phantom extension on a desk phone. The desk phone is then configured with a programmed button to forward all incoming calls to a cell phone (Verizon cell phone). The call forwarding is only enabled for a portion of the day. All other calls route to the cell phone properly except the one. Interestingly, calls directly from the number in question to the cell phone route properly. Also, calls from the number in question route properly to the desk phone when forwarding to the cell is not enabled.

Any ideas why calls from this specific number are not routing properly to the cell phone? I did enable/disable number verification (eManager program #321)in an attempt to resolve the issue.

The system in question is a Toshiba CIX670. The desk phone is a Toshiba DKT2020-SD.

Is the phone with the phantom an ACD ext. that logs in and out?

Taking the ACD out of the equation, have you tried calling the DID directly? The way I read it, the ACD is just forwarding a caller to a phone number, not to an ACD phantom, correct?

I had a strange issue recently with forwarding. At one office several people forwarded their desk phones to their cell phones. For some reason forwarding would not work with people with Sprint cell phones. I changed the phone number to a land line or another mobile service and it worked. Changed it back to a sprint phone number and the caller just heard ringing, but the cell phone did not ring. You could call the mobile phone directly with no problem.

I put it on the local carrier to look at the problem. I am not even sure what happened. Normally the carrier spends a short amount of time looking at a problem then blames the PBX.

Yes, the phone with the phantom in question does log into an ACD via its PDN.

Yes, I had the caller call the DID directly. The call routed fine.

The ACD (when disabled) routes the call first to a DID number associated with a phantom on the user's phone. The user then has CF-ALL enabled on the phone. When forwarding is enabled, the call is configured to route/forward to a Verizon cell phone.

If I read this right you are CF-ALL the PDN but the DID rings to a Phantom on the PDN's telephone in which it is the owner?

You're not CF-ALL the Phantom only the PDN.

I don't see clearly what it is you are trying to accomplish, maybe you can go over that and we can develop a resolution.

Thanks Toshiba Bob for responding to my post. Below are more details.

We have a toll free line that is handled by one of our ACDs. During the day hours, the ACD routes the calls to an available agent. At night, the calls are routed to a DID via the ACD’s “Reroute when disabled” programming. This DID points to a phantom extension on a desk phone. When the department logs out of the ACD, the department personnel then press a button on the desk phone in which the phantom extension is programmed. This button in question is configured as a CF-All button to Verizon cell phone. This then ensures any calls to the desk phone are forwarded to the Verizon phone. We have this odd programming in place due to the department needing the flexibility to forward calls to an alternate cell phone when needed.

I just realized one thing, that one call is using up 4 trunks at once:
Call comes into the ACD - 1 trunk in
ACD forwards when disabled, - 1trunk out
Call comes into DID - 1 trunk in
Then forwards back out to a cell phone - 1 trunk out

I am not saying that this is the problem, but couldn't you just forward directly to the phantom DN instead? Or are these 2 different phone systems?

I would see if it routes to the cell phone on a cf no answer, you can make the timer what you want. Many times call fwd always calls don't work do to timing issues.