Symposium Express call distribution question

[MPH123]

All,

I have limited knowledge of Symposium, so pls bear with me...
Calls are routing OK (via Time of Day/Menus etc) except that instead of calls routing to the skillset assigned to the CDN, it appears that calls are being presented randomly to any agent within the ACD group.

We had de/reaquired the CDN without any change in call handling.

Any ideas pls?

Thanks
Jimbo

 

[ewaver]

Check what skillsets the agents are assigned to - they are allowed to be in more than skillset, eg, 1) French, 2) Bilingual

 

[DancingDave]

Also check that all CDNs are accounted for or you have a default script otherwise they calls can get queued to the default ACD.

DD

 

[sergio2003]

What versions of symposium are you utilizing?

 

[kat6]

Jim:
Could anyone be routing directly to the ACD DN number? To see if that is happening bring up the real time display and watch for skillsets. If you see anything listed with the ACD DN number then somewhere someone got ahold of the number and are by passing the SCCS.