FoneDude66
Vendor
We have a BCM 400 in our office. I will summarize the call flow.
Call comes into the main number. Company greeting plays and then routes call to CCR Tree 7. Home path 0, on CCR Tree 7, is set to transfer the call to 3100, which is a skillset for the Contact Center. Calls seem to be routing properly to the skillset. However, when the operator(ext 8303)is logged in(and no one else is logged in)and she is on one call and a second call comes in, the second caller hears ringing while the call is "stacking up" in the que and we need them to hear the system Music on Hold but it is not working. My settings in the skillset are: Day....Step one..."distribute for 30 seconds". Step 2 is "go to step 1". Overflow rule of "Agents not logged in" is set to transfer to 8303. Please help!!!!!
Call comes into the main number. Company greeting plays and then routes call to CCR Tree 7. Home path 0, on CCR Tree 7, is set to transfer the call to 3100, which is a skillset for the Contact Center. Calls seem to be routing properly to the skillset. However, when the operator(ext 8303)is logged in(and no one else is logged in)and she is on one call and a second call comes in, the second caller hears ringing while the call is "stacking up" in the que and we need them to hear the system Music on Hold but it is not working. My settings in the skillset are: Day....Step one..."distribute for 30 seconds". Step 2 is "go to step 1". Overflow rule of "Agents not logged in" is set to transfer to 8303. Please help!!!!!
