Agent Taking Loop Calls not in their assigned skill

[Bennie47250]

Using an Avaya S8500 with Call Center enabled. Not sure of the version we are running but I believe it is version 5 (not sure how to check).

I have an agent who has been receiving calls for a skill they are not assigned to. Checked all the things I know to check and everything seems OK to me. Any suggestions?

I have checked the usage for the hunt group
I have verified the agent logged in with the correct agent number
I have checked the vector
I have checked the usage of the vector

The agent suspects it is because there are no agents available for the skills he is not assigned to and the system is forwarding them the calls as they are the only one available (thou not in his hunt groups) Don’t think this is possible but throwing it out there.

Thanks Bennie

 

[kyle555]

Sure, vectors can have stuff like go to step 10 if agents staffed in skill 1 = 0. Step 10 says route to the VDN/vector for skill 2. That's the basics of overflow!

 

[Bennie47250]

Thanks for the suggestion Kyle555.

When I performed the List Usage Vector 903 (the vector assigned to his skills) only shows up one time and it is in the proper place.
When I performed the List Usage Hunt Group 16, they only show up in vector 903

He is receiving calls for a variety of Hunt Groups.

 

[kyle555]

vdn 9903 uses vector 903
some other vector says route to 9903 if agents in skill 2=0

Those would be considered 'flow out' calls of the VDN the arrived at, but your agent in hunt 16 will always show all his calls were handled on hunt 16.

 

[Bennie47250]

Kyle555, If I understand what you are stating correctly, I would find the handoff to skill 16 when I performed a list usage vector 903 correct? Skill 16 can only be found in this vector. While it has been quite some time since I designed the vectors and to the best of recollection I did not build this into them "route to xxxx if agents in skill 2=0". We make the callers hold till they get someone with the skill they selected or they opt out by leaving a message or simply hanging up.

 

[kyle555]

Either you got something changing that agents queuing, or calls are finding their way to hunt 16.

CMS reports on hunt 16, and the vector, and the vdn should help - as in, hunt 16 took 101 calls but the vector only took 100
Flowin/flowout might help prove something came in there. Maybe list usage digit-string and the vdn that goes to vector 903? List usage vector 903?