crisponions
Technical User
Have a bit of a problem. The last few weeks, my attendants are reporting people are calling our office and are not being routed to a logged in agent.
Our softconsoles are setup so calls route to the most idle attendant, and if no one answers it goes to auto attendant after 10 rings (via a cover path). The condition that is getting reported sounds almost like the call is bypassing the logged in attendant and acting like no one is logged in. We have the main number on a time of day, so it tries to ring an attendant during business hours whether anyone is logged in or not.
What I am looking for is some way to trace incoming calls. This seems to happen maybe once or twice a day so it is hard to capture and troubleshoot. Any ideas on how I catch this in action?
Our softconsoles are setup so calls route to the most idle attendant, and if no one answers it goes to auto attendant after 10 rings (via a cover path). The condition that is getting reported sounds almost like the call is bypassing the logged in attendant and acting like no one is logged in. We have the main number on a time of day, so it tries to ring an attendant during business hours whether anyone is logged in or not.
What I am looking for is some way to trace incoming calls. This seems to happen maybe once or twice a day so it is hard to capture and troubleshoot. Any ideas on how I catch this in action?