Call Center MB in BCM

[pbxnkey]

I have several sites that use the call center in the BCM.
There are several skillsets that have day routing steps with no option to leave a message. There is no overflow option either. Disabled DN dialing, reduced the max msg time to 1 in COS 1, and disabled VM in system systems.
Somehow callers in que are being dumped into the skillset MB that they were in que for.
I also removed the prime set from the target and physical PRI lines.

I do not know what else to try.
The only thing I can think of is that there are not enough reserved channels for Call center greetings.
Any suggestions would be greatly appreciated.

 

[pkellow]

Are you including a goto back to a previous step, such as:
1) Greeting 1 (welcome)
2) Distribute for 30 seconds.
3) Greeting 2 (continue to hold please).
4) Goto 2

i.e. you are not just ending the call flow?
Hope this helps.

 

[snowman50]

one possibility is the caller is pressing 0 .
are you using a CCR tree to get to the Contact Centre.
If an attendant extn is set up the call will be transfered to its mailbox.

I don't think the reserved channels are an issue as the other channels will be used if free.

If you have no channels then it wont get to voicemail.

Would one of your steps have Intelligent caller input routing transferring the call to a mailbox

could be overflow set to Timer and going to a mailbox.
Is Night mode used and have options assigned,

 

[pbxnkey]

pkellow :Yes I have a goto option at the end of the routing.


snowman50: According to the messages I listened to, they state they are waiting in que and then get dumped into the MB(not sure how long they were waiting)

I am using a CCR tree to get to the CC but the Att. ext is one of the skillsets (the problem is when they are already in que--they are supposed to sdtay there until an agent becomes available)

The CC has a setting for reserved channels also. They are used when listening to CC greetings. So I was thinking because of the high flow of calls all channels for listening to a greeting are used and the callers gets dumped into the skill MB.

I checked all my steps and none have Intelligent input routing

no timer either in overflow--overflow is empty on all my skillsets

Night mode is not being used either. Not in the the CC nor through an attendant pressing a NIGHT key.

I'm stumped-But still leading to the reserved channels in the CC being the issue

Thanks for the ideas though.

 

[snowman50]

One other possibility

Check your target line you are using isn't assigned to an extn as well as the call centre.
Its possible the extn is forwarded to voicemail and the line then goes to its own skillset mailbox.

 

[pbxnkey]

Just checked the target lines and they are not assigned. They do not use VM boxes either.

 

[oldestgeek]

One possibility is all the agents are logging out, rither on purpose or accidently. That would force calls to the ss mailbox.

 

[pbxnkey]

That's what I was thinking. But I could not find anything in the manual that would state that. They did not want callers to go into any MB so I did not create an overflow rule (I left it empty).
I listened to a few of the so called messages and checked the message envelope. The messages are being left at lunch time, before and after hours and occasionally close to the end of working hours.
So I have a feeling it is what you say oldestgeek. It would be hard to prove unless I sat there all they and watched the workers.
So I think I will create an over flow that lets callers know there are no agents available in an AA greeting.
Thx
If anyone has any other ideas let me know.

 

[oldestgeek]

If no agents are logged in I believe calls will still go to the mb and disregard any overflow rules.

 

[pbxnkey]

At this point I will try anything.
thx dude