CallPilot skillset overflow setup

[VoiceOfJoe]

BCM400 4.0 release.
CallPilot - Contact Center - Skillset List - Overflow - Action:

What is the distinction between "Move to Skillset" and "Transfer to Mailbox" where mailbox is the CDN of another skillset that you want to overflow to?

Having trouble with "Move to Skillset". inbound calls just ring and ring... never get picked up when no agents logged in and overflow action item is encountered. "Transfer to Mailbox" works like a champ! Anyone explain this?

VOJ

 

[DBrewsky]

Are there agents logged in to the skillset where you are moving the call to?

 

[VoiceOfJoe]

Sorry for not responding to this item sooner. I worked around the issue by creating an entirely new skillset. The skillset we are moving "from" has no agents logged in, thus the overflow rule for "no agents logged in". The skillset we are moving "to" does have agents logged in... which was odd? I'm working on trying to recreate a new skillset that duplicates the problem. If I can't, I'll purge the original and start over. With 16 skillsets on our BCM400, I didn't want to have a "hole" in my skillset list.