ACD Queue Overflow to External Number

[djjack]

Please Help. We have a customer with a BCM 3.6 with a Call Center Pro Software. The call routing during the day is for incoming calls to distribute to the agents for 10 seconds and then after that it will be transferred to an external number using a pool number or dial 9 to an external number. Customer only have 3 agents, during test calls the first 3 calls goes to the agents, the 4th call goes to the external number but the 5th call rings 2x then gets the recording saying "exiting the system, goodbye" then disconnects the call. tried doing other changes using a timer in the overflow for calls to go to the external number but still getting the exiting the system recording.

 

[3Sixty]

How many channels have you dedicated for your voicemail in the MSC config on the BCM?

How many channels have you reserved for the Call center on the call pilot.

I would check both of the above

 

[djjack]

In the MSC, I have a minimum of 2 and max of 6 for Voice Mail-ACD ports and a max outcalling of 4.

 

[3Sixty]

What is the BCM config?

How many extensions?
How many Lines?
How many applications?
How many voicemail users


I would think that you could have problems in the amount of ports you have allocated to the call centre/ voicemail.

I would try increasing the MSC config on the BCM to 12 port of VM/ACD on the system.

Have you checked the call pilot reports for port usage?