Tracking down ACD call with CMS

[MCLowCash]

Hi, I am trying to trackdown how an ACD call is getting into
a skill afterhour. The vector should be handling the call however it appears that some calls are still getting routed into the skill. Any idea how I can find out how they are getting there?

Thanks,

Tyler

 

[frankieg]

Try display events and put vector number in, this should help.

 

[MCLowCash]

Thanks for the tip, however there are no events to be displayed.. Any other ideas??

 

[telcoadmin]

I don't know if you are in position to actually watch the calls come in, but if so, you can use a vector / VDN trace to watch the last call process. So, if you are looking for "after hours" calls (I assume you have time check statements in your vector that are supposed to direct callers elsewhere after a certain time, etc.), then just wait until after that time and start a vector (or VDN if appropriate) trace and watch the call go through. Hope this helps.

Daniel.

 

[Plumber123]

MCLOW

That's pretty broad a request... meaning there are several anomalies to consider. Check VDNs, RONAs, Auto Attendant Statemants etc.Because you specifically used the word "routed", I would begin analyzing vector steps. Sometimes we forget to edit all of the appropriate vectors.

good luck!

 

[ctr999]

Try to do a "list usage hunt xx vector", where xx is the skill number. That will show you all of the vectors in which that skill is programmed. Then, hopefully, it should be just a matter of making sure all of those vectors are programmed as you want them.

Hope that helps.