sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Nortel MICS Cinphony ACD issue

The issue is actually with a DID, not the ACD system. The ACD is an Application Module with Cinphony ver 3.60

I know how to program a PRI DID on a Nortel MICS using Target Lines. I have done this many times, but no matter what I do, the ACD system keeps grabbing the incoming call and puts it into the ACD Queue.

This is the only Nortel ACD I have worked on, but I was able to figure out that the ACD system is a connected to extension 237, the ACD backup station. The private direct DID number for extension 228 (the new person) is not set to appear or ring on extension 237 (the ACD backup station). I set the Target line as a private line for ext 228, and the prime set to 228. The ACD still grabs the call.

There were lines configured in the ACD. I assume that this site used to have analog lines at one point. I deleted all the lines in the ACD line configuration. DNIS info for the main number is configured in the ACD.

It works sometimes, but about 90% of the time the call goes into the queue after it rings just one ring on ext 228

I'm real fuzzy on remembering but I believe you will find PRI programming in Cinphony were the DID has been assign, right now the 2 systems are fighting each other for the number.

Thanks. I thought maybe the ACD is taking over the call for some reason. The only DNIS entries in the ACD are for the main number, and toll free. It seems that all DID numbers are being grabbed by the ACD.

I also was not sure if I have to restart the ACD after deleting the Line configuration.

I found a manual. I did not check DRT, but I thought I had all the programming for the Target line done correctly, including setting the extension as the prime extension for that target line. I am not sure what I am missing.

Configuring PRI Channels in ACD:
PRI configuration within ACD depends on your environment.
NI2, 4ESS, and 5ESS Environments

If the PRI channels are coming from a NI2 environment, the received digits are not assigned to target lines in the Norstar; but in Trunk/Line Data, the Prime Set is assigned to the ACD Backup Station Set, and the same received digits are entered on the Destination Number Configuration screen. In Norstar Programming, DRT is set to "YES". Do not assign the PRI channels to the ACD in Line Configuration

I would make some test calls while monitoring Cinphony and see what group is answering the call on the DID and back track if from there in the setup.