Merlin Magix - Overflow Mystery

[jonnybb1]

I have a Merlin Magix connected to a Conversant with the ESC call-center application.
I am trying to troubleshoot a couple of things:

When the operators transfer calls to the calling group (185) the Conversant Enhanced Call Center will answer, play a greeting then place the calls in a Queue, then the Conversant transfers calls to the next availible agent.

Operators are reporting that sometimes the calls ring-straight through to an agent, or that the Conversant doesn't answer, or that agents are getting calls when they are not logged in. Sounds like separate issues, but has anyone had experience troubleshooting these types of complaints? Interactive NW says it's probably at the PBX and I should trace the calls, I say it's probably at the Conversant but this computer is 10 years old and is too hard to get a trace dump on a CD!

Any ideas for this would be great!

Thanx in advance,

John B
San Diego, CA

 

[merlinman]

I would suggest printing each and every one of your agents extensions, and see if they have something programmed to ring that they should not have.

It may be easier to just do a PRINT ALL and muck through it.

But, as I said, the first blush on your description sounds like agents are getting ringing on stuff they are not supposed to.