Attendant Console

[Guest_imported]

We are running a Definity G3R v6 switch with an ACD environment. Calls to various VDNs seem to intermittently be getting diverted through to the Attendant Console. This only happens with ACD calls and the caller is definitely dialling the correct VDN number. We are using ISDN 30 trunks and the vectors are fairly simple containing a series of queue to, wait-time and announcement steps. The trunks are not getting used to capacity but it is close.

Also, incoming calls to the attendant console seem to be locking up the call appearance, the operator is not able to answer or get rid of the call. It seems the call appearance is only freed up when the calling party hangs up. This again is only happening intermittently. On the console
display when this happens the letters 'na' or just 'n' appear in the right hand side. Having looked this up in the manual both of these indicate the console is in night service, but the night service button on the console is not active and this is the only place night service is controlled from.

If anyone could provide any help on the above it would be greatly appreciated.

 

[linesclan]

Hi Greggs

I also manage a very similar set up. What used to happen on my site was that when we were very busy and all of our incoming lines were full we had an overflow at the external exchange that directed the call traffic to our main office number. This meant that the consoles would recieve the traffic intermittently.
Check with your service provider to see if you have a divert on busy set up on your lines.

Cheers
Linesclan

 

[phonepd]

Do any of your hunt groups have a night button with the night destination as the console? Agents are good at finding ways to divert calls. They may be taking a break and pressing this button to send the calls to the console.