HAUNTED CALL 1

[Pantnet]

Hello everyone!

I´m in a mistery-call-behaviour situation. This is a local number associated with a VDN (43725). This VDN performs some programming steps in his vector (220), and then the call is transferred to a second one (for measure proposals). This second VDN (61437) queue the call to a single skill (skill 68)and remains there.

It´s really a very simple path, but some of the calls are going from the public number to a diferent VDN (9900) and the trunks route (3) are all OK. I can´t trace the call live because this event occurs a few times over a day.

But seeing the database ECH records, the system wrote this info:

DIALED NUMBER 43725
FIRST VDN 43725
FIRST VECTOR 220
VDN2 61437 (so far so good)
VDN3 9900 (OH NO)
DISP VDN 9900
DISP VECTOR 220

At first I thought that some agent was attending the call and transferring the call to the other VDN. But the first agent with the correct skill doesn´t appear in the log as ANSLOGID.

The ANSLOGID field is the agent with the wrong skill on the 9900 VDN.

Can anybody help me out? Is it possible that an agent can transfer an incoming call without attending it?

Thank you very much for your replies.

Josh

 

[ZeroZeroOne]

Yeah, without a trace it will be more difficult.
Obligatory obvious advice: If the call routes to VDN 9900 after 61437, double check the vector associated with 61437 to make sure there aren't any steps referencing 9900.

For your skills, what is the RONA (redirect on no answer) treatment? Perhaps if the Agent does not answer then RONA directs to 9900?

Try running list usage extension 9900 to find any vector steps that route to 9900.
Run display variables to find if 9900 is assigned as a value. If it is, run list usage variable [variable] to find any vector steps.

 

[Pantnet]

Nevermind, someone put the RONA on the hunt group

 

[Pantnet]

Thanks a lot ZerozeroOne