Skilled EAS Agents getting half-ring on some calls

[cpieper]

Customer has S8300 with two G700’s. Software release 3.1.2 with the most current patch 632.1

Call Center – EAS
Have a customer with a small call center set up using EAS.

One of the groups has an issue of call queueing to the correct skilled agent, phone rings half ring, then call is actually delivered to another skilled agent that answers the call.

Can’t figure out why the call is delivered to 1st agent with a half a ring and then goes on to the next available agent to be answered. Agent phones do Not have send-all-calls, do-not-disturb or call forwarding activated.

Call comes in on Trunk Group 1—CO ground start trunks, routing to a VDN, to a Vector and queueing to the skill

Agents are in Auto-In and ready to take a call. When doing “trace VDN xxx” – the trace shows that the call was delivered to Agent 1. Agent 1 is the agent that got the half ring on their phone. But when call is actually answered Agent 2 answers the call and ‘monitor bcms skill xx” shows that Agent 2 got the ACD call.

When you call the external number coming in on the trunk group, this half ring occurs. If we just dial the internal VDN#, the call routes as it should---no half ring to Agent 1 with call going onto Agent 2.

Any suggestions on what could be causing this to take place would be much appreciated?


Thanks.

 

[SF0751]

Agent phones do Not have send-all-calls, do-not-disturb or call forwarding activated.

Does the agent logon ID have a coverage path?

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[cpieper]

Yes Agent ID has coverage path to voice mail. So if call is tranferred directly to them call will route to voice mail.
Agents are getting other calls coming in on other phone numbers just fine. So feel that the Agent ID and Station are set up just fine.