ACD call's to incorrect agent

[TrunkMan]

I have a problem where a new ACD queue was created with new ACD handsets and ACD Agent ID's. Problem is that when the ACD handset numbers were assigned, one of them was "accidentally" taken from an existing user who has nothing to do with ACD. So we renumbered one of the ACD handsets, and gave that non ACD person back their number. The issue now is that, sometimes the non-acd user receives calls which was ment for the ACD agents.

Any ideas on what this could be or a way to start troubleshooting this ?

 

[LoopyLou]

Do you have access to the SMDR logs? If you can identify one of the calls you may be able to determine why it reached the user.

The single biggest problem with communications is the illusion that it has taken place.

 

[TrunkMan]

The only way I can do this is by asking the user to tell me when the fault occurrs and then I can log in and do a logs read smdr.

I guess Ill have to wait until this happens.

 

[kwbMitel]

You "renumbered one of the ACD handsets, and gave that non ACD person back their number"

Did you Remove ACD progamming associated with the Non-ACD set?

Renumbering will not remove functionality.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrunkMan]

Yes, in multiline IP set config ACD = no

 

[surferx0]

Are these ACD agents also reachable from the outside by extension? Maybe they aren't actually getting ACD calls but instead getting call backs intended for the previous agent who mistakenly had that extension.