Calls show skillset that doesn't match dialed 800#

[m0zart01]

Ok, now that Avaya resolved the issues for the announcements, there are two reps that are receiving calls incorrectly:

The phone display shows a skill set they cover, but the customer says they called an 800# that should have routed them to another skill.

I verified the agent-loginid is correctly setup.

Are there known issues around this and what to check?

Thanks again for the fantastic iput and suggestions!

 

[pepinfogeh]

Have the customer verify the DNIS digits of the 800# with their vendor, and make sure these digits correspond with a VDN in the PBX that routes to a vector which is programmed for the correct agent skillset. It may just be a skillset typo in the vector.

 

[elvislives]

Also look at the agent login and make sure they are part of the correct hunt group.

You can also do a list usage ext--- (the vdn) to make sure nothing else is routing to the same vdn. You can also do the same for the vector.

Elvia
PSC