Incoming calls skipping IVR

[HaierIT]

Good evening Techs, we have been experencing this strange issue on our new BCM 400 running 4.0 software.

Our BCM 400 has 1 PRI, which when customers call it enters our Call Center IVR. I started getting complains that when customers call they are not hitting the IVR and being routed straight to the operator.

I tried calling and the majority of the times I hit the IVR, but i did notice that about 10% of the times it goes straight to the operator and bypasses the IVR. Any reason why the IVR will be skipped?

This is very annoying because we get tons of calls and i will expect all calls to hit the IVR.

 

[acewarlock]

Not enough ports on the IVR? Watch the BCM Monitor to see what the number shows.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[HaierIT]

Thank you Acewarlock, we increased the number of ports and now everything is fine. Really appricate the help.