Callpilot & BCM - Creating a Helpdesk

[CJO85]

Hi all,

Having a few problems trying to create a helpdesk skillset(?).

What I would like to happen is to have an inactive DN (#333) to be the internal helpdesk. When someone rings in office hours #333, Mon-Fri 9-6 it'll bounce to one of a few agents who have logged in.

Then outside office hours the external number they ring (which we'd like to be associated with the skillset) to be forwarded to a mobile phone.

I've created a skillset with these properties, logged into the skillset with the phone, but whenever I ring #333 it just rings, and nobodies phone rings though. Am I missing a setting somewhere? And how do I associate this DN in the BCM (3.7) to this spefific skillset in CallPilot?

Looking forward to your responses.

 

[CTCINY]

Have the agents logged in? Also, you cannot call the skillset CDN from an internal extension.

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[CJO85]

Do you know if there is a way of being able to ring a skillset from an internal extension? That's basically what I'm looking for.

 

[CJO85]

Forgot to say - yep the Agents are logged in.

 

[CTCINY]

No way of dialing from internal extension. Just dial the main number and the extension

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[Deweyhumbolt]

You can also be transferred in to a CDN. No direct internal dial.

Adversity is Opportunity