Strange Activity with call routing
Strange Activity with call routing
(OP)
Hi,
We have had a couple of scenarios now where an agent picks up a call and instead of being connected to a customer is connected to a queue in our call centre (music playing etc etc) and then connected to an agent. The CLI field will also show a number on the ,Teleset or winset, which is either a cell or PSTN number... I heard this can be linked to the switching module cards but not too sure. Anyone come across this before, if so any fixes. I know in the past Aspect just rebooted the ACD several times until it worked but surely their is an easier way?
We have had a couple of scenarios now where an agent picks up a call and instead of being connected to a customer is connected to a queue in our call centre (music playing etc etc) and then connected to an agent. The CLI field will also show a number on the ,Teleset or winset, which is either a cell or PSTN number... I heard this can be linked to the switching module cards but not too sure. Anyone come across this before, if so any fixes. I know in the past Aspect just rebooted the ACD several times until it worked but surely their is an easier way?
RE: Strange Activity with call routing
Alan
RE: Strange Activity with call routing
RE: Strange Activity with call routing
I've seen this happen on at least two Aspect systems with differents LECs involved.
RE: Strange Activity with call routing
But it was not an error in the Aspect or at the CO:
It was a customer (or somebody else) who tried to give us some fun. He called our toll-free support number, made another call to the number and then connected the two calls... bingo
Just found it because he made both calls from the same phone/line and was too stupid to supress his ANI/CLI.
Look in calldetail and sort by dial_digit and orig_time...