SysAdminUK
IS-IT--Management
We have just found out that our users have been transferring calls directly to skillset numbers and they claim it's been working perfectly for years.
The call has successfully been transferred to the correct call queue and answered by the right people.
Suddenly, when they ring the skillset numbers, they just ring and ring and ring and don't go anywhere, eventually cutting off.
Now, this is a shock to me, I had no idea it was possible, I have nothing but the users words that it ever worked. So I have no idea why it worked then, and I have no idea why it's not working now. If it did ever work, none of them can be called directly now, and they are saying it just stopped working in the past week or 2 weeks.
So, can anyone shed any light in this mystery?
For example:
Skillset called Support.
End users call through on a number, lets say 0800 800 800.
They are routed through to Greeting table 1
Which routes them through to CCR Tree 1
Which gets them to skillset 6001
So, our users in finance for example, who wanted to put people through to support were transferring them to 6001 and it was transferring them fine.
The call has successfully been transferred to the correct call queue and answered by the right people.
Suddenly, when they ring the skillset numbers, they just ring and ring and ring and don't go anywhere, eventually cutting off.
Now, this is a shock to me, I had no idea it was possible, I have nothing but the users words that it ever worked. So I have no idea why it worked then, and I have no idea why it's not working now. If it did ever work, none of them can be called directly now, and they are saying it just stopped working in the past week or 2 weeks.
So, can anyone shed any light in this mystery?
For example:
Skillset called Support.
End users call through on a number, lets say 0800 800 800.
They are routed through to Greeting table 1
Which routes them through to CCR Tree 1
Which gets them to skillset 6001
So, our users in finance for example, who wanted to put people through to support were transferring them to 6001 and it was transferring them fine.