Skill set Mailboxes gettng VM and I don't want that

[MRBRENT]

I have Professional Call Center (BCM 400 V3.6) and I have discovered that somehow my customers are getting to these mail boxes and I'm not sure how. I have looked through the routing tables and with the exception of one skillset that I allow this, none of them have the option checked to allow the skillset mailbox. If I dial the CDN number from an internal extension it just rings and the skillset doesn't answer which I think is correct opperation. If I dial a CDN number when calling from outside the skillset answers and the call goes into the que normally. Does anyone have any ideas for me where to look?
Thanks
Greg

 

[biv343]

I ran into this once - wasn't the system, it was the attendant.

Is it possible that someone is zeroing out, or dialing a number that isn't answered by ACD, getting to an attendant who is doing transferring to the mailbox (F986) instead of transferring back to the queue? I dug high and low on the same issue, and finally figured this out by watching the attendant press the voicemail transfer button instead of the transfer button when someone wanted to go back to the queue.

If your overflow options for day or night and any intelligent caller input rules don't show transferring to a skillset mailbox, then I'd check the "human factor".

 

[DebSchwab]

Check the overflow settings on your skillset. The default overflow rules is set to send calls to the skillset mailbox during day mode if no agents are logged in. I've run into the same scenario. They were only getting a couple messages a day in that mailbox, and it was happening right at the beginning of the day or end of the day when agents would log in a few minutes after the system switched to day mode.

Debbie Schwab

http://www.telecomtrainers.ca

 

[MRBRENT]

Thanks for the pointers. Between when I posted this and now that I checked back I figured it out. The problem was that my overflow rules transferred to an extension not to a mailbox so when no one answered the extension the call went back to the original CDN mailbox. I have a Emergency mailbox that is set to dial supervisors if a call ends up there but each skill set box's are not setup to do anything because I didn't think a caller could ever get there. I was wrong and some of the messages I found were not pleasant. I guess the good news is it's fixed now and my customers should be happy from now on.
Greg