Call Centre Night Routing Issue?

[option11newby]

Hi,

BCM400 3.7, CC Pro. During the day all works fine. We have an issue in respect of Night Routing on 1 of the Skillsets. The other five skillsets are answered by Call Centre. The skillset we have an issue with is answered by an Auto Attendant. During the day, this specific skillset transfers to a CCR tree. No problems there.
At night. it is supposed to go to a specific Mailbox (SS3). When we test the Night routing, we get 'one moment please......the person is not available, exiting the system'.

We have tried this with GD enabled and disabled. Ideally, we would like this to route to the SS CDN mailbox out of hours. It just will not work. As said earlier, all the other Skillsets route as programmed.

Is there any different settings to be made for this one as it is answered by the AA.

Any help appreciated.

Cheers

 

[senk1s]

If the call doesnt enter the Call Center Queue, the night routing is NOT going to take effect.

 

[option11newby]

Thanks Senk1s,

Is there any way to get this call to route to the mailbox?

 

[gecko202002]

Setup Night routing on the skillset - with the option of the skillset mailbox. When the call is transferred after hours to the skillset - the call will go to the skillset mailbox.

 

[option11newby]

Thanks Gecko,

This is how it was setup.

Would it help if this line was answered by the CC, with an immediate transfer to the AA. Would this then force it to the skillset mbox due to the fact that CC is answering the line instead of AA.

 

[gecko202002]

Any transfer from Auto Attendant and CCR to the skillset will work, answer step 1 in your skillset with a forced announcement - there are issues with trying to just do a distribute or transfer to mailbox in step 1 - you can make the greeting "please hold while your call is transferred to voice mail" or something like that. This will actually force the skillset to take the call. Then make step 2 Transfer to skillset mailbox.
Basic question - did you set your times on the night routing in the skillset, so that it is actually kicking into the Night table? The times for the skillset are controlled by the skillset not the auto attendant.

 

[option11newby]

Yes, the original setting for this specific skillset was that the line would be answered by AA during the day, and the caller received the respective options allocated in the CCR tree.
At Night, the skillset setting was to transfer directly to the skillset mbox. This is the step that was not happening. I have dialled into the system this evening, and changed the AA line administration to answer the line with CC and the skillset number. As the premises are now closed, I was able to test the Night routing and all ok.
Tomorrow, I will changed the day setting so when answered by the SS, then send it directly to AA and test from there.

Thanks for your input.

 

[gecko202002]

Sorry to be so dense here, but something does not sound right - you keep reverting back to the Skillset transferring to the AA.
Does the call flow go as follows: Daytime - incoming call is answered with AA > drops into CCR tree with Path X = Transfer to skillset DN > call is transferred to skillset DN and routed according to Daytime routing in skillset.
Night - incoming call is answered with AA > drops into same CCR tree with Path X = Transfer to skillset DN > call is transferred to skillset DN and routed according to Nighttime routing of step 1 forced announcement then step 2 - Transfer to Mailbox = skillset mailbox.
Service modes in the skillset is configured for the appropriate time changes from day to night (24 hour box is unchecked).
In the AA table disable extension dialing is unchecked.

 

[option11newby]

Gecko,

Original setup
Daytime-answered by AA, goes to CCR tree 1, caller selects respective option and called routed to skillset ok.
Night time, call answered by AA, CCR tree 2, which is immediate transfer to skillset mailbox. This is where the call was failing to arrive at the SS mbox, we were getting a message saying 'person not available'.
All the customer wanted was the callers, ringing out of office hours, to get a message to say office closed.

We added a subscriber mbox to a phone, and set this in the CCR tree 2, and all ok now.

I appreciate your input, and I am sorry if I did not set out the problem clearly.

Thanks