Console getting split calls

[mcw1]

I have an attendent console that sometimes gets ACD calls??
When I run a "list trace att" It shows "split attendent"
How would an ACD call get to my console. We don't use rona in a G3R V10 EAS environment?

thanks,
mcw1

 

[definityman]

The only thing that i can think is that the calls arrives to your attendant, because the queue in your acd skill is full.
Try to see in your acd hunt group, which is the queue lenght.



Hope this helps


Mark this post if is useful please

 

[JDE]

Possibly drifting in through a full Audix mailbox - we've had this one before.
JDE

 

[g3si]

One way it could happen is if a person dials a toll number that is routed to a vdn that doesnt exist. If it is an unknown extension, at least in my company, it will default to "0". This is a setting somewhere in system features I believe. You could set it to whatever you like.