symposium calls going to the wrong que

[trclubb]

a customers says they are having intermitant problems with calls being presented to a wrong que or skill set.

 

[hached]

Your going to have to give us a little bit more info here....what product are they running, versions, what skillsets and CDN are affected etc...

 

[mlgmartin]

Normally you would start from the customer hotline number. If you have a phone tree, make sure the options were forwarded correctly. Are your CDN acquired? If not, it will forward to your DFDN (basic ACD). Check if the skillset has option to overflow to another skillset.

"It is an equal failing to trust everybody, and to trust nobody.