BCM Skillset Mailbox 1

[pc468]

I'm new to the BCM/Callpilot world and need help.
Internal callers try to dial the CDN for a skill and it just keeps ringing. There is a mailbox set up and somehow they get messages. Agents are also logged in. But if they don't answer, it should go to the skillset mailbox. What can I check or change? Thanks.

 

[danthephoneman]

pc468, You cannot call a CDN directly, the skillset will not see a direct intercom call. By default the skillset mailbox will receive messages if no agents are logged in. I would check to see how your Day routing and night routing is set up. Also check your overflow setting.

 

[pc468]

Now I know. But how does someone call or transfer a call to the skillset with agents logged in? I was able to transfer a caller by calling out and then back into the auto attd and entering the cdn. Is there another way to transfer a caller to a skill?

Thank you for your help.

 

[biv343]

All calls to a BCM ACD CDN must originate on a trunk (analog, digital or IP). If a call comes into the system, any phone can transfer it to the CDN.

Only way to call a CDN internally (that I've found) is to have a handful of IP trunks, then loop the calls back into the system. It works, but it's not very efficient.

 

[pc468]

Thanks biv343. I was hoping there was another way other than looping the calls in/out the system. Appreciate everyone's help.

 

[acewarlock]

If you have any spare ports on a trk card you could make a dummy route with 2 trunks and use 1 to call the other and theres you in and out.

 

[pc468]

Thanks for another option. Unfortunately, the system is pretty maxed out and quite a few calls required transferring. Will be looking at another system soon.