I have a BCM450 I have 1 main sk

[jon799]

I have a BCM450

I have 1 main skillset for our call centre. Now, i have had an issue over the weekend, during extremely busy periods when all lines are busy, and we are using all of our lines, calls are being answered by the skillset mailbox, even though the only overflow rule i have it set is 'No Agents - Transfer to 221'

I have spoken to our telco, and they basically said they don't understand whats going on. As i say it will only do it when we are extremely busy.

I am so confused.

Thanks

John

 

[cook1082]

I do believe the no agents is if none are logged in. But in your day routing where is you need to look.What is you last entry - go to, transfer?

 

[jon799]

1 Distribute For 00:10 View
2 Greeting 12, Normal, No Transfer View
3 Distribute For 00:20 View
4 Greeting 13, Normal, No Transfer View
5 Distribute For 00:30 View
6 Goto Step 4 View


Thank you