ICC not answering calls correctly

[MikeDThePhoneGuy]

I have a customer who is using their CallPilot ICC in the BCM50 to answer calls. The calls are supposed to be answered after 3 rings by the Contact Center Skillset 1

Here's the issue. The calls come into the BCM50 on line 061, ring 3 times, there is a distinct 'clicking' sound and the call rolls over to line 062, and the screen says calling 'frontdesk' which is the Skillset DN. It then rings an additional 4 times before actually playing the skillset greeting 1. it's like there is a call fwd on the line, but I have verified there are no call fwd's, no line re-directs, and no call fwd on busy on either sets, the callpilot dn or the skillset dn.

Now I have triple checked the call routing for both Day and Night, and if the agents are all logged off the Skillset goes to the Overflow rules and receives the call after 3 rings and plays the greeting. The Main extensions (221 & 222) which are the reception sets, as well as the only agents in the skillset, have the lines set for appear and ring. they are both set to call fwd no ans after 4 rings (only 221 actually has a mbox - gen dely)

so I am stumped as to why I am getting this forced call fwd when nothing is set to do it, that I can find. Any thoughts??? Thanks!

 

[curlycord]

Clicking sounds like carrier forward to me.
Did you disconnect the 2 lines and test with 2 analog sets?



=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[snowman50]

Ok I don't quite understand what you are trying to say.

If a call rings the call centre skillset directly then the call rings the agent right away.
Greetings should only be played when the call call is queuing waiting for an agent because they are busy.

Are you using a AA to answer call first.

Also remove the lines from the phones so as the call centre skillset can handle the call properly.
Line should not appear on the phones because the extn user can intercept the call before the call centre.

Clicking on the line maybe the caller Id info being sent before bcm answered

 

[curlycord]

But how do you explain the call transferring to the 2nd line? strange one.


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[MikeDThePhoneGuy]

I get what you are saying, and yes normally the Contact center is supposed to answer the call first, they are trying to do two things together, Live answer and have the CC answer if a call is missed.

Yeah, it's not the smartest of ways to answer calls. But they want the calls to be answered by the (2) agents as if they were receptionists, then if they are on calls or both busy, then the ICC grabs it, plays the greetings, and queues it. So no go on removing the line appearances.

Now that works fine if they are both busy, it hits the greeting properly, no clicking, no transfer. But if there is an available agent and they don't grab the call it doesn't get answered properly. The clicking and the transfer are the strange thing here, it's as if the CallPilot is answering the call THEN transferring it withing the system, like a line redirect, but there aren't any.

I'm not sure why it is the way it is, but they have a second site using the same method, and from what the tech on site can see, when going through the programming, it's setup the same. That's why I am having a hard time understanding why it works at one site and not this one.