Contact Centre VMB: where are users getting in

[ShirleyMoy]

I have reviewed all of my CCR/AA as well as the properties of the actual skill set.

Though callers are still leaving voice messages on this extension:

Can anyone explain to me why or how callers are ending up in this mailbox ?

any help appreciated..

thanks

 

[teleplop]

If no agents are available, they will wind up in the skillset mailbox

Teleplop

 

[ShirleyMoy]

Is there anyway to prevent this ? I dont mind it if I could get a phone to notify / display that there is a message in the skillset

 

[cook1082]

Change the properties to not go to the SS MB when none loged in. Keep them in que.

 

[ShirleyMoy]

I cant see any where to change the properties re:" to not go to the SS MB when none logged in"

There is no option to leave a message or otherwise in:
the skillset properties
or in the properties of the day routing table

not sure if this is related:
In terms of my que though as a stop gap for an agent not picking up the set I have them in a hunt group that rings all the agents at once ( it happens at about 2 minutes 30s)

again thanks for all the help

 

[pccal]

You could try either putting more agents on duty to get the calls answered before they time out to the skillset maibox.
Either that or change your routing table so that it never routes to the maibox. A good call center is only as good as
the person who is monitoring it. You do not want people on hold forever or you could lose businness!!!!!!!!!!!

 

[Deweyhumbolt]

The adjustment your looking for is under Overflow.

Adversity is Opportunity