CDN routing wrong.

[mattb025]

I am looking for a way to track a incoming calls from The PBX. We are a small to mid-sized call center with Symposium 5.0.

There have been issues when a call comes in is routed to a certian cdn, and ends up being routed wrong. I run a call by call report in symposium. The call comes in, I can see the receptionist answering the call, then transfering to the cdn. The intercall ID that is given can not be found any where in the report. I am under the impression that if it is not in the report that symposium quit handling the call.

So I guess the question are:
Did symposium quit handling the call?
Is there a way to track the call route on the PBX?

 

[rfwhite]

Is it an event you can create on demand or is it random? If you can create an instance then the LD 80 trace will give you lots of info. Is the CDN acquired by Symposium? Have you looked through the Symposium event logs around the time of one of the occurrences? If Symposium can't handle the call as requested it likely will throw an error into the logfile.

 

[mattb025]

I was able to reproduce the error yesterday. The CDN is acquired by Symposium. I have not looked in event logs will do so.

How do I use LD 80 to trace a call?

 

[lretrievers]

Is the receptionist in a queue and answering a call that is already in the Symposium, and then transferring to another CDN within the Symposium? Curious since you see the call being answered in Call By Call. If this is what you are doing, this can cause problems.

 

[fonchick]

Is there anything in your master script or application that the CDN is pointed to that has any thresholds, if met, get routed to the Receptionist (i.e. if skillset is out of service, route to receptionist or if expected wait time is greater than X, route to receptionist). My thought is something is going on with scripting.

 

[tntech]

We only have Symposium 4.2 but you have to make sure to enable call by call for each application under the call by call tab in historical statistics.

 

[mattb025]

All calls come into the receptionist, they route to the proper CDN (Skillset) Only way that the call can come back is if the user chooses 0. During the testing no numbers were dialed. I will doble check to make sure there is nothing in there for unavailable. There should be, but I am not sure where it goes.

As for the tip on the call by call I will look into it tomorrow.

 

[fonchick]

Matt,

Do you collect the digits in a call variable for the menu choice? If so, you need to make sure the default is not 0 if you do not want it routing to 0 if there is no choice made. I made my default value on my call variable 99 as it is not a valid option.

Good luck!

 

[mattb025]

What I have done is completely wiping out the skillset, script, cdn (symposium, and PBX). Rebuild from scratch.

So far so good.

thank you all for your help