Skillset error after on the second caller

[bigg3rdude24]

I have setup a 1 skillset contact center. it has its own DID and is answered by the skillset. everything is working fine on the first caller after i have enable the skillset and logged in the agents. problems is when there is a second caller, he/she hears that the phone is ringing but actually the agent's phones are not ringing.

i have browsed for patches but i cannot find anything specific related to this issue.

anyone have experienced this before?

 

[bigg3rdude24]

i have not yet tested with all the agents with the same priority but as of now it is configured with one agent having a priority of 1 and the rest with priority 2. the DID of the service desk goes directly to the agent with priority 1. i havent tested it an announcement first or going to the backdoor.

on a separate problem, all CFNA are not behaving the way they are supposed to. some calls are being transferred on a different station that is not the CFNA number. this happened after applying all available patches. this is not contact center related. i just want to share all problems this specific client has. hehe

thanks

 

[SupportDude]

I've seen problems when the first step is a "distribute", but I've not had any problems with normal "greeting" steps.

On the CFNA, I would try direct dialing the DN calls are forwarded to and see if you end up in the same place.

-SD-

http://www.mysupportguy.net