Call Routing Funky in CallWorx CCV

[dkop08534]

Okay here you go...have a scenario that runs a little like this.... a call comes into our Callworx and is queued to a split. it then sits in queue and after a period of 2 minutes max it is transferred to an extension which is setup as a Transaction directory in NeaxMailAD40. Which gives option 1 or 2 for transferring to either voice mail box or continue to hold in queue. at which point it is pointed to another ccv and then call queued to another split. ... seems to work fine during business hours when we have ample staffing. here is the funky part when their is less then ample staffing available to high peak times or when there is an agent in work and not at their desk (only one on staff overnight hours)or at times when it is supposed to call forward to outside number..it just seems to randomly pick a voice mail box and send the call there.

Any ideas? the more feed back or questions the merrier..open for any suggestions or comments

 

[Fixin]

Can you post your CCV"s? I can then get a better idea of what is happening.

 

[dkop08534]

Tn# CCV Index# CCV Step# Description Argument
--- ---------- --------- ----------- --------
1 1 1 Pause (secs) 6
1 1 2 Queue To Split 1
1 1 3 Announcement 2
1 1 4 Pause (secs) 120
1 1 5 Transfer to Number 3600
1 1 6 End CCV
1 2 1 Pause (secs) 6
1 2 2 Queue To Split 2
1 2 3 Announcement 3
1 2 4 Pause (secs) 45
1 2 8 Transfer to Number 3601
1 2 9 End CCV
1 3 1 Pause (secs) 6
1 3 2 Queue To Split 3
1 3 3 Announcement 3
1 3 4 Pause (secs) 45
1 3 5 Transfer to Number 3601
1 3 6 End CCV
1 4 1 Pause (secs) 6
1 4 2 Queue To Split 4
1 4 3 Announcement 3
1 4 4 Pause (secs) 45
1 4 5 Transfer to Number 3601
1 4 6 End CCV
1 5 1 Pause (secs) 6
1 5 2 Queue To Split 5
1 5 3 Announcement 3
1 5 4 Pause (secs) 45 1 5 5 Transfer to Number 3601
1 5 6 End CCV
1 6 1 Pause (secs) 6
1 6 2 Queue To Split 6
1 6 3 Announcement 3
1 6 4 Pause (secs) 45
1 6 5 Transfer to Number 3601
1 6 6 End CCV
1 7 1 Pause (secs) 6
1 7 2 Queue To Split 7
1 7 3 Announcement 4
1 7 4 Pause (secs) 30
1 7 8 Transfer to Number 3602
1 8 1 Pause (secs) 6
1 8 2 Queue To Split 8
1 8 3 Announcement 2
1 8 4 Pause (secs) 120
1 8 8 Transfer to Number 3600
1 9 1 Pause (secs) 6
1 9 2 Queue To Split 9
1 9 3 Announcement 4
1 9 4 Pause (secs) 30
1 9 8 Transfer to Number 3601
1 10 1 Pause (secs) 6
1 10 2 Queue To Split 10
1 10 3 Announcement 6
1 10 4 Pause (secs) 30
1 10 8 Transfer to Number 3602
1 12 1 Pause (secs) 6
1 12 2 Queue To Split 12
1 12 3 Announcement 2
1 12 4 Pause (secs) 120
1 12 5 Transfer to Number 3600
1 12 6 End CCV
1 13 1 Pause (secs) 6
1 13 2 Transfer to Number 3760
1 13 3 End CCV
1 14 1 Pause (secs) 6
1 14 2 Queue To Split 12
1 14 3 Announcement 2
1 14 4 Pause (secs) 60
1 14 5 Announcement 3
1 14 6 Pause (secs) 30
1 14 7 Announcement 3
1 14 8 Pause (secs) 30
1 14 9 Goto CCV 14:3
1 14 10 End CCV
1 15 1 Pause (secs) 6
1 15 2 Transfer to Number 12011
1 15 3 End CCV
1 16 1 Pause (secs) 6
1 16 2 Transfer to Number 3770
1 17 1 Pause (secs) 6
1 17 2 Queue To Split 13
1 17 3 Announcement 2
1 17 4 Pause (secs) 60
1 17 5 Announcement 3
1 17 6 Pause (secs) 60
1 17 7 Announcement 3
1 17 8 Pause (secs) 30
1 17 10 Goto CCV 17:2
1 19 1 Pause (secs) 3
1 19 2 Transfer to Number 3761
1 19 3 End CCV

 

[Fixin]

One sugestion is to "Dequeue from split" B4 the transfer to statement. If the caller is queued to split, dequeue from split then send it somewhere else.