ACD_DN_Application

[DonBab]

We are having 1-5 calls a day going into this application. We cannot figure out why those calls are going there.

Is this application necessary? Can it be deleted?

Here is what we have checked:
1. Mer-mail from end (voice menus)
2. Mer-Mail agent mailbox reverts
3. Set OTM to capture internal CDR to see if transfers or dials are happening.

All those things show nothing. Our call center manager will not let this issue drop. She wants to know why this/these calls are happening. She also will not let 1-5 calls a day slip through by on the custom reports we have written.

Can someone shed some light on this?

 

[DonBab]

Forgot to add - this is SECC 4.2

 

[djwht]

no you cannot get rid of it.
this is the application that all defaulted calls goes to.
the calls could be defaulted or someone dial the acddn directly.

 

[Milesprower]

Ideally, the number of calls pegged in the ACD-DN application is ZERO. This application pegs calls that are routed by an ACD (not a CDN) to an acquired phoneset.

So, if you are getting calls here, one of two things are happening: 1) someone dialed the ACD, not the CDN. 2) The script did not handle the call so the switch took over and routed it via the default DN in the CDN.

Since this is SECC and the wizard writes the script, I'm assuming a bum script is not the issue, but that you have someone in your operation who is dialing the ACD number and not the CDN. Since there is not Call by Call reporting on SECC, you'll have to ask agents to try and see if the phoneset display shows any information (an ACD call display will be different than usual) to track down the culprit(s).

A few calls a day is not critical. However, once this behavior becomes common, you could be in for trouble. ACD calls are routed by the switch and they take priority over SECC CDN originated calls. So if the number increases, your call routing will be impacted as well as the reporting.

 

[DonBab]

The problem is we don't know where the call is coming from. No one will own up to transferring the call. All the ACD and CDN are not reachable except internally (No DIDs used)

I set up OTM (Optivity Telephony Manager) to capture all call data internal and external. Did not see the default ACD number called or transfered to by any extension.

 

[djwht]

watch the agent rtd. anyone that takes a call from the acddn application will show up on the rtd as ACD instead of skillset call.

either that or run an agent application report and see which agent are getting the acddn call and ask them.

the only way a call can get there is the cdn defaulted or it was directly dialed. since its an internal only number, someone could also conference/xfer/dial this number by mistake