welshwing77
Technical User
hi
on our new telephony system (s8500 with 2xG650's),
ive recently been experiencing a problem where an inbound call to an ACD queue will get connected to an agent but then as soon as the "hello's" are over the call gets disconnected and the call goes into the abandoned queue.
The only change that ive recently implemented are that i created 2 new queues and have assigned specific skills to agents,whereas before we only had one queue with one skill for all agents.
This is a new system and i have only had basic admin training so im totally stumped!
has anybody experienced this with their systems?
BTW we only have bcms for reporting and that doesnt show much.....
on our new telephony system (s8500 with 2xG650's),
ive recently been experiencing a problem where an inbound call to an ACD queue will get connected to an agent but then as soon as the "hello's" are over the call gets disconnected and the call goes into the abandoned queue.
The only change that ive recently implemented are that i created 2 new queues and have assigned specific skills to agents,whereas before we only had one queue with one skill for all agents.
This is a new system and i have only had basic admin training so im totally stumped!
has anybody experienced this with their systems?
BTW we only have bcms for reporting and that doesnt show much.....