Transfers to call center all messed up

[jjohnston7]

I have two buildings, each has its own Mitel SX-2000. I have a call center in my main building. When my seccond building gets a call for the call center, they transfer them to 5 which is a speed dial for the main building three digit code, followed by the ACD group queue extension. The main building has two ACD groups. When building two sends a call to 5 it is supposed to go to the ACD group 2. The main building calls go directly to ACD group 1.

The problem I have is, sometimes when we transfer a call from Building 2 over to speed dial 5 it gets messed up, and goes to ACD group 1 not 2. I have had various phone venders out to look and all have said it looks correct and should not be doing that. However it continues to happen. I know the SX-2000 we have is over 20 years old. There has to be a way to fix it isn't there? I mean when the systems age, do they start doing this type of weird thing?

I checked the ACD groups, and deleted any line not associated with an agent. Because I know the default on our system is, if it doesn't know what to do with a call, it sends it to ACD group 1. So it almost seems like the system gets confused, so sends calls from Building 2 into the ACD group 1 because it doesn't know what to do. But I am trying to figure out how to fix it...

Any ideas or things to look at would be greatly appreciated!!

Thanks in advance!

 

[kwbMitel]

the SX2000 does not allow Speedcalls that are followed by digits before dialing.

I suspect you have a timing issue where people are dialing the 3 digits before the system is ready to accept them

Have you considered making a speedcall with appropriate pauses to dial the entire number?

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What's most important is that you realise ... There is no spoon.

 

[jjohnston7]

So our people just press transfer, then dial 5. the speed call is programed to dial the 7 digits (3 digit building code and 4 digit extension) Do you mean I may need a pause after the 3 digit building code? and how to you program a pause in the speed call? do you use a p? like if the building code was 123 and the extension was 4567 would I make the speed call 123p4567

 

[kwbMitel]

it very much matters how the 2 systems talk to one another.

The pause may not be required if you are using ARS networking.

What I was hearing in your original post was that the speed dial sent the 3 digits and the user input the 4 digits. I now understand that the speedcall sends all 7 digits.

Have you been able to duplicate the issue?

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What's most important is that you realise ... There is no spoon.

 

[jjohnston7]

Not really. It is very random.

 

[kwbMitel]

At this point I'd be looking for something the users could be doing wrong.

Also, I'd be looking at how the call gets to system 2, as in does it come in through system 1 sometimes and would that possibly make a difference.

You might want to look at your intercept routing as well. ACD 1 might be a destination for an intercept.

**********************************************
What's most important is that you realise ... There is no spoon.