BCM Call Center

[RYLSFAN]

I have a BCM that was 3.7 we upgraded to 4.0

The call center has been working for about 4 months since the upgrade, however it has decided to quit. I haven't lost any programming, i can build and edit skillsets, add and edit agents, but when the cdn is called, the caller gets ring no answer.

any ideas?

thanks.

Thats not my fastball, thats my hurry up and get by you pitch... Satchel Paige

 

[DBrewsky]

Ok, stupid question.. Are you dialing the CDN from an internal extension or are you transferring the call to the CDN? Also, did you recently change the resources for vm/acd?


--DB

 

[RYLSFAN]

We are dialing internally and trying to call from the outside and use the ccr tree.

I didn't change the vm resources, but i noticed in the bcm monitor that the channel allocation had changed.

what now?



Thats not my fastball, thats my hurry up and get by you pitch... Satchel Paige

 

[DBrewsky]

The system may have allocated the CDN for another resource. I have had this happen in the past. This may sound unconventional, but go ahead and completely delete the skillset and try another CDN and see if it works. If it does, then find the CDN in the Application DNs and change it. Then recreate the skillset with the old CDN and see what you get.


--DB

 

[RYLSFAN]

i don't see any cdn in the call pilot. i see the voicemail dn, but no cc dn.

Thats not my fastball, thats my hurry up and get by you pitch... Satchel Paige

 

[DBrewsky]

The CDN is the extension used for Call Center Skillsets. Each skillset must have one DN (directory number) assigned.





--DB

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