Vectoring

[berpen]

Hi, I had two different teams. Let's say team A and team B.. Both teams have become one team A. Now the issue I have is how do I change the Agents to reflect their new teams. I have changed their skills to reflect team A (lets call it skill 4 changed to skill 5)....Now the former team B is not receiving the calls in queue, only original team A is.....I cannot figure out why they are not getting the calls....I hope you all can I understand what I wrote...Sorry...

 

[phoneguy200111]

Do you have login / logout buttons on the former 'team b' people's phones that are still associated with the OLD skill/hunt group they were in before? Usuaully people put autodials or abbreviated dial buttons on agents phones and the autodial is simply the login or logout feature code along with the hunt group the person is logging in to. Maybe it's as simple as they just aren't logging into the right group still because their buttons are still setup to log them into the old group. Worth a look...unless you've already looked at that.

 

[jfh9219]

Depending on how you made the change, it may be necessary for the agents to log out and the log back into the switch before the changes are recognized.

 

[marcell55]

When you changed their agent ids, what did you put in for the skill level?

Basically, if the skill level is a higher number than the other agents have, then they won't get any calls unless all of the other agents are busy.

Skill levels run from 1 - 16, 1 being the most skilled. Therefore a person with a skill level of 1 for Skill 5 will get the call before before someone with a skill level of 2 for Skill 5.

I would check that out first.

 

[GMinTX]

If each team had their own vnd I would change both vdn’s to point to the same vec and put the skill in the vdn. And depending on the way the vec was set up, might have to change it to “queue to main” instead of putting the skill in the vec.