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Joined: Oct 2005
Posts: 23
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OP
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Joined: Oct 2005
Posts: 23 |
Hello,
Does anyone have any clue on why a call agent that is not logged into the ACD would still get external calls (work related) that would have the internal call ring pattern?
Does it sound confusing? LOL
Can you point me in a direction to look?
Thanks!
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Joined: Aug 2002
Posts: 4,925 Likes: 1
Administrator
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Administrator
Joined: Aug 2002
Posts: 4,925 Likes: 1 |
My guess would be a transfered call by another user. Or maybe logged into a 2nd group.
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Joined: Sep 2005
Posts: 2,049
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Member
Joined: Sep 2005
Posts: 2,049 |
SSPhone In my opinion has solved your issue . It's not a system related ACD trouble but a call handling/user training related problem . 
Let It Be , I live in a Yellow Submarine . SCCE
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Joined: Aug 2003
Posts: 1,281
Moderator-Telrad
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Moderator-Telrad
Joined: Aug 2003
Posts: 1,281 |
Check to see if the EXT is in a MDN group or Hunt Group. They still can get a regular call by dialing there EXT, They probably gave that out. If there not logged in then they won't get ACD calls. Check a Supervisor phone to see if there logged in.
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Joined: Oct 2005
Posts: 23
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OP
Member
Joined: Oct 2005
Posts: 23 |
Originally posted by tony3866:
Check to see if the EXT is in a MDN group or Hunt Group. They still can get a regular call by dialing there EXT, They probably gave that out. If there not logged in then they won't get ACD calls. Check a Supervisor phone to see if there logged in. Thanks everyone. The thought of someone transferring the call is what I thought the problem was as well. They have sent out an email saying not to do it but people are not following directions! I just wanted to put the question out to the experts. Whoever is transferring should definitely stop...if I find out who it is they are definitely in trouble!
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Joined: Jun 2006
Posts: 1
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Joined: Jun 2006
Posts: 1 |
you know you can just stop the transfers using the class of service
You can establish up to four ICM (intercom) groups. An ICM group is a restricted internal calling group.
or it might be easier to call forward all internal calls to said extension to the ACD
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Joined: Aug 2002
Posts: 4,925 Likes: 1
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Administrator
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J5
Welcome to the board. As you can see this post is a few months old and looks to be resolved. But thanks for it insight and happy posting.
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