Skillset Mailbox Problems 1

[AlquestTech]

I have a Call Center Set up with 9 skillsets.
I never wanted any calls to go to voicemail but when I was setting up the skillsets, it would not let me complete a skillset until I had assigned a voicemail box for each skillset.

I have the each skillset set up to distribute for 30 seconds; play EWT Greeting table then go back to step 1 (distribute for 30 secs.)
I have no transfers and no intelligent caller input routing allowed

Overflow is set up to a hunt group.

Somehow, however, every once in awhile, a call gets through to the skillset mailbox..

Any ideas on how this is happening and how I can stop it?

 

[TLDuk]

I know call will go to the Mailbox if the Skill set is enabled but no agents are logged in, i haven't come across ant other reason yet.

 

[NeilNobles]

If that is the case then go to the overflows and change that to overflow to the gdm if no agents are signed in, by default I believe it is setup to go to the skillset mailbox.

 

[AlquestTech]

yes i did that - it goes tp a huntgroup instead

 

[BombOne]

I have the same set up, all my overflows are set to go to places othere than the skillset mailbox, we still get messages in them. I wonder if people are accedently doing a voicemail transfer (f986) instead of a regular transfer to the skill set? I havnt narrowed it down yet.

 

[gberger]

I'm wondering if the option "accept message" is available on a skillset mailbox. It comes right after you select the alternate greeting of a mailbox.
That could be a way to avoid messages in the skillset mailbox.

 

[AlquestTech]

Now there's an idea.

 

[AlquestTech]

It did let me set it up that way.
So I guess I should be ok now.
Thanks for the idea!
Though I wish I could figure out how the callers are getting to those darned boxes...

 

[bfitz8339]

Has anyone installed a call accounting package on a Call Pilot that records time/duration/agent/# called.

 

[BombOne]

I use the Reporting for call center, that records most of that, it doesnt record any numbers that the agents dial.

I am just looking into an RSI package to go with it to capture some of the other things, I dont think it will associate any agent ID's with it, but all my agents always sit at the same extension.

 

[AlquestTech]

RSI has a good technical staff and you can ask them about a package that would inlcude agent number.
We are using an RSI system that does require the entry of an auth code...

 

[gleduc]

Put your transfer call back timeout to OFF and you will not get the skillset voice mail. What happened is when it transfer to hunt group and no one answer, your transfer call back works and return the call to skillset mailbox. You only have to put it to off.

 

[AlquestTech]

Ah thank you!