Call routing issues on CallPilot 150 call center

[norteld]

Hello all. I have a customer with a Call Pilot 150 on an MICS with 7.0 software and they are having an issue with the call routing on their call center. For some reason, if they have 2 or more agents logged in and nobody is on the phone, calls randomly go to an agent instead of going to the agent that has been available for the longest time. So sometimes, an agent will go over an hour without getting a call but the other agents are constantly receiving calls. In the skillset properties, I have the method set to "Least Busy" and not "Preferred", but they are still having the problem. Has anybody had this problem and/or found a solution. As always, your help is greatly appreciated!

 

[curlycord]

No sure on this one, maybe a glitch.

Try making broadcast then revert back to how you want it.

 

[jerryreeve]

try deleting the agents and then re-creating them. occasionaly this will work in the CP for mailbox glitches and it might work for you on this.

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
----------------------------
JerryReeve
Communication Systems Int'l
com-sys.com

 

[norteld]

Thanks jerryreeve. I'll give it a shot and let you know what happens.

 

[ptstechnician]

Make sure the CallPilot is on the latest software release. I have four of these without this problem.

 

[norteld]

Well I tried deleting the agents in the skillsets and recreating them, and it seems to have worked. They don't seem to be havng the problem anymore. As always, thanks for the help!