Call has been transfered in the queue without any selection

[dd2maker]

here is kind of situation I'm running into: we're using IPO 500 v2 and vmPro and set up an Operator group to pickup all incoming calls. no over flow, no fallback. some customers complain when they're waiting in the queue, they had been transferred to other Dept. which is not they want to go. How could this happen? Thanks in advanced.

 

[dd2maker]

Also I used XIMA's cradle to grave report and found one of call was staying in the queue for 90 seconds and then was talking to another Dept. which is not customer's destination.

 

[AACon]

Check your queued start points for that group. Maybe it's going to voicemail as well?

-Austin
ACE: Implement IP Office

 

[dd2maker]

No vm enabled for that group.

 

[derfloh]

Check what's happening during the call with SSA or better with SysMon. It will tell you why the call is led to another destination.

 

[derfloh]

Hmmm... Is it a trunk overflow at the provider's side?

 

[dd2maker]

Can't find any related helpful info from SSA but will try monitor. there are still some channels has not been using for last few days so trunk is fine.

 

[dd2maker]

It is possible: if someone made call by using smartphone or iPhone which has been affected by virus (autodial or shutting down).
during queuing, phone dialed extension # without notice the owner.

 

[tlpeter]

Why don't you ask the one who set this system up?


BAZINGA!

I'm not insane, my mother had me tested!

 

[IPGuru]

user doing pickup any?

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[dd2maker]

We maintain the system by ourselves for years and just feel this thing is kind of weird. not only one customer complaint about this and called XIMA support they can't explain why the report didn't show the reason.

 

[Gunnaro]

No vm enabled for that group.

That's not the place to look.
Go to Hunt Group> Annoncements, see if anything is ticked there.

If yes, look at the Queued or Still Queued for that HG in VMPro + check the default start points as well.

If Xima don't see it, my guess is that the transfer takes place in VMPro.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[dd2maker]

Thanks for your info, Gunnaro. I double checked the both queued and still queued but can't find anything related to the wrong destination. I may try to find something from Avaya monitor.

 

[Gunnaro]

That, and the Dbgview, should give you the full picture.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam