Problems with Symposium Express

[BillDoor]

Hi

One of our agents has been promoted to supervisor, so I deleted her entry and created a new one, with the supervisor settings. She is in two skillsets at Priority 2.

This morning, when she logged in the GRTD showed that she was logged in, however anyone ringing the CDN was still getting night service.

As soon as a normal agent logged in, calls started to be delivered to BOTH the agent and the supervisor?

I had all the agents log off and only the supervisor logged on, and again incoming calls hit night service.

Can anyone think of a reason why this might be happening?

 

[sandyml]

You might get a better response if you posted this in the Symposium forum. What release of Symposium Express is it? Not sure about the newest release, but that used to be a problem with not having anyone at priority 1 logged in. Check to see if you are up to date on all your peps. Are the skillsets that she is in designated as "1" in your Call Routing Table?

 

[BillDoor]

Hi, thanks for your reply. (Didn't think to look for a Symposium forum, sorry).

We are running Symposium Express V3.00 (build 03.21.07 Rev 3).

All the skillsets are set to Priorty 1, in the routing table, though her ID is set to priorty 2 in the Skillset.

 

[sandyml]

What Service Update (SU)? SU06 is current (tho this release is End of Life as of 12/2004).
Agree that it shouldn't work that way. Do you have a priority 2 skillset assigned? You might try configuring one with just that supervisor in it (at priority 1 in skilset), and assign that as a 2 in call routing. Then your 1st overflow timer might present the call. (And in call routing, the "1" does not have an arrow next to it, correct?). Hmmmm..