CDN defaults to receptionist

[Instruirmi]

Hello....I have a CDN(ext.2150) When I call this from an external number I should get a recorded announcement with options. Sometimes I get the announcement BUT most of the time I just get 2 rings and then transfered to the receptionist. The CDN is acquired in Symposium and the script it points to Opens a voice session, plays a voice segment and collects 4 digits in digit collector. The call variable value is 0 so I know how it is getting to the receptionist. What I don't understand is why sometimes it works like it should and other times it does not. I hope someone can point out something I am missing......Thanks!

 

[Milesprower]

You'll need to double check your access ports and capacity end to end.

First, are the access ports acquired login?
Do you have enough ports in the access ivr acd group?

Run the IVR Queue Statistics report for the time in question and then longer (day, week month) to get trend information. This report shows calls "answered" - those are calls for which the announcement should have played and
"Not Treated" - those are calls for which the announcement did not play.

If the number of "Not Treated" is more than a hand full (say more than 10 out of 1000 offered), then you should be looking at capacity or hardware issues.

For more detail, you can look at the IVR Port Statistics report. It shows data for each port. It is possible you have 1 or more ports that are faulty. These would be recognizable because the faulty ports would show few or 0 answered calls.