We have only one of many toll-free skillsets reporting periodic 'dead air' calls. When we take those call examples and look at the raw data in the TM, we find the call. When we take those call examples and look at the CCM 6.0 Call by Call, we can't find the call anywhere. The TM data shows the call going to the dialable DN of one of our other locations. This is the only location currently working on this campaign.
Why do most of the calls work but, a select few are open air?
Why do none of the reported calls show up in the CCM Call by Call records but, they are found in the TM, CDR?
How do calls know to go to the dialable DN of the CCM but, do not post to the Master Script?
We have a meeting on 11/24 and they are expecting us to explain our findings. I have more questions than I do answers. Anyone have any experience with this?
rachelle
no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.
Why do most of the calls work but, a select few are open air?
Why do none of the reported calls show up in the CCM Call by Call records but, they are found in the TM, CDR?
How do calls know to go to the dialable DN of the CCM but, do not post to the Master Script?
We have a meeting on 11/24 and they are expecting us to explain our findings. I have more questions than I do answers. Anyone have any experience with this?
rachelle
no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.