Call center calls being intercepted by CallPilot?

[TelecomGuyUT]

Hey guys,

I have been chasing this problem around for 2 weeks now. I have a CS1000e r on release 5.5 with CCMS6.0 and 201i CallPilot on version 5. Sporadically calls being routed from a hosted IVR will be intercepted by menu that is running on my CallPilot. This is a problem because some of the calls are being branded incorrectly. ("thank you for calling x company") I've checked for duplicates in my CallPilot SDNs, Master script in CCMS, can't be duplicated in the IDC table...

Any ideas?

 

[Supernn]

Were you able to trace the call via CbC? maybe this can give you an idea where this goes wrong.
Also posting the scripts IDC table settings and the call flow involved would help (the last 2 just as a summary).

 

[TelecomGuyUT]

Hi Supernn,

Thanks for the response.

I actually figured this one out the other day. It came back to the way that the route was configured for the circuit that the toll free numbers were terminating on... The first PRI was configured for NI2 and the next one in the trunk group was configured for D250. It was based on call volume, so after the first circuit was full, calls that were sent to the second circuit were getting default treatment in the Master_script.

Had to go back to basics on this one.

 

[sandyml]

Good catch, TelecomGuyUT. Thanks for posting the resolution for us!