ACD calls to superconsole

[natemgt]

My customer has a SX-200ICP software release 5.0.2.3

They are complaining that some of their ACD calls have rung on the superconsole. They said only 2 agents were logged in. I checked all the programming (nothing changed) the overflow point goes to another agent group and the interflow point goes to voicemail. Of course I can't duplicate the problem and I can't be sure of what number customers are calling them on.

If agents are logged in but on DND will calls go to the console or will they sit in queue? I have it checked for when no agents are logged in it will immediately interflow to the voicemail.

I know if a call comes down the PRI and the system doesn't know where to translate the call it will end up at the console.


Thanks

 

[kwbMitel]

Best guess is dial zero after interflow

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

 

[natemgt]

I just checked there isn't a tenant assigned to that ACD path. So it shouldn't have the option for a dial zero. I did make a call into the ACD and when I was in queue I dialed zero, the system said please hold you are being transfered to the operator and then disconnected the call.

 

[kwbMitel]

After interflow, it is no longer an ACD call. If the voicemail can dial zero then it will go to zero

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

 

[natemgt]

never thought of that.

thanks for your insight