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Joined: Aug 2005
Posts: 215
Member
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Member
Joined: Aug 2005
Posts: 215 |
First off here is my setup:
main line rings to CCR tree 2:
menu option
1: xfer- 2421 (skillset 1)
2: xfer- 2422 (skillset 2)
agents for skillset 1:
1,2,3,4,5,7,8
agents for skillset 2:
2,4,5,8,9
Problem:
Agents (1 and 3) are NOT in skillset 2 but are receiving calls when caller presses option 2 (skillset 2). I have verified they are not in this skillset, I logged them out and back in, I have rebooted the system....I'm at a loss. Please help...
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Joined: Aug 2004
Posts: 1,760 Likes: 49
Admin
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Admin
Joined: Aug 2004
Posts: 1,760 Likes: 49 |
I've seen weird call center issues where I had to delete skillsets & start over to clear it up...
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Joined: Oct 2008
Posts: 240
Member
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Member
Joined: Oct 2008
Posts: 240 |
Answer DNs, FNA or busy; overflow from skillset one to two?
Yes, I'm a frenchie; have a problem with that?? Well, I do!!
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Joined: Aug 2005
Posts: 215
Member
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Member
Joined: Aug 2005
Posts: 215 |
I have verified overflow; it goes back to the CCR tree.
I have verified stations are set to only fwd to v.m. and do not have answer DN's.
I just deleted all agents and skillsets and rebuilt with the same results.
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Joined: Aug 2005
Posts: 215
Member
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Member
Joined: Aug 2005
Posts: 215 |
I just fixed it!!
I found the Intelligent CLID/ DNIS had routing 6711 set to skillset 1; thus any inbound call to the call center would jump to that skillset as a priority. I could kick someone's @55 for that. Thanks for your all your help guys.
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