We are having a strange issue on 2 seperate phones that I have not been able to resolve.

Here's the issue...

First off - IDS 432 - Eclipse 2.0.1

- If an ACD call comes in and needs to be transferred to one of these two extensions instead of the call transferring to the extension it ends up in one of two unused ACD groups and just sits on hold.

Here are the things I've tried and determined so far...

- Completely cleared and reprogrammed all keys on the phones in case some older programming was 'stuck' (I swear a tech mentioned this trick to me at one point)

- Checked to make sure everything was programmed properly on the G Screen (Forwarding/VMS)

- Determined that each of these phones was on a different station card - so don't really think it's specificially a bad port issue - same behaviour on 2 seperate ports on 2 seperate cards - both of these extension are in cabinet 2

- Replaced the physical phones for both

- Looked through the B Screen (System Programming) to see if there was anything that may point to the issue there and did not find a thing.

Sort of at a loss as to where to turn next. I have not moved the respective phones to new station card ports since this is happening on 2 different station cards but could do that pretty easily if necessary. I think I'm probably missing something here but not sure what it is.

Any suggestions would be greatly appreciated. Thanks!

-Geoff

Have you checked G screen night mode settings? Are you transferring via std TRANSFER + EXT + hang up? Have you watched this happen in C screen? What are extension numbers involved?
Mike

Mike,

First of all thanks for the reply and apologize it's taken so long for me to respond. I was on vacation for a while and unfortunately it's over.

We have checked the G Screen in night mode and all is set properly. Transfer is happening using TR/Con + Extension + hang up. I've watched this in the C Screen and you see the call ready to be transferred and the go to an incorrect and unused ACD group instead of transferring to the extension dialed. The extensions that are doing this are 3830 and 3827. I'm still stumped on this end.

-Geoff

Two things to look at.
1. Check the Y C screen and make sure that "active" is set to N (unless you use transparent intercom dialing)
2. Just send the two usused ACD groups to the correct destination via the sequence.

Mike

What acd groups do the call end up in. Is it the same group all the time?

mforrence - We don't use Transparent ICM Mapping and all 10 pages are basically blank - at the top of the page Map enabled is set to No

Not sure what you are stating in #2

Frankiephones - Each of the extensions ends up in a different ACD group but it is the same for group for each of the extensions every time.

Thanks both for your replies

check your ' higher ' "unused line ID's "

(we,You know who) used to do some funky stuff in there...

also, I'm trying to remember, isn't there an option for ' transfer to non-acd ' or something like that?

I assume the call is being trasfered by the operator that has a console. If she is hitting 2nd transfer 830 (since the operator only has to dial the last 3 digits) the call would then be transferred to ACD Group 30 not to ext 3830. To solve this go into the Y B screen (digit traslation and swap the digit 8 with say the digit 9, then reset the system. Any system code that used an 8 as the leading digit will now use a 9. Are these the only 2 exts in the 3800 range?