Symbosium CC6

[Newbie5]

hi guys,
i am newbie in this world , would liked to get your help for this issue we have Nortel CC6 sometimes a skilset comes through another skillset ex skillset A comes through Skillset B so agents of skillset B don't know what to answer to the calling customer pelase help.

 

[bigindian65]

Are CDNs/Queues Non-DID? Would be 1st thought. Sounds more like default Queue. Configuration - Contact Types. This area of config is for a default Skillset that will take calls should a call fail at the Master Script for one reason or another. This is to prevent calls from being lost unpon a fail so that the contact still gets answered. In contact types - is there a SK defined? Is it the one getting these calls? If so, normal Call Flow.

Mato' Was'aka

 

[Newbie5]

thank you bigindian65 yes there is a skillset defined not one only 25 different skillset each for different purpose CDN are Non DIDs, Created CDN 6531 then created DID with Phantom Tn transferring calls to the CDN

 

[bigindian65]

no, in Configuration - Contact Types is there one defined there?

Mato' Was'aka

 

[Newbie5]

Yeh In configuration Contact Types there is:
Voice -Defualt skillset Default Voice contact type
email -Default
Web comunication """
Outbound

 

[Optman]

can you check the configuration of agents on the CCMA server, are they multi-skillset or mono-skillset ??

 

[Newbie5]

some are multi-skillset and other one skillset only.