OOH calls appearing in SKill group reports - but not in Call type

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    This document was generated from CDN thread

    Created by: Sarah Barnes on 11-04-2013 09:23:26 AM
    Our customer has seen a number of calls delivered to skill groups ooh, and been abandoned, however they have not passed through the Call type to get to the Skill group.
    On checking the SQL for the routing of calls, that hit the call type ooh they are all being handled in the correct way, either being out sourced to a different number or playing a annoncement.
    as these calls are happening in the middle of the night, it would not be user error. If anyone has seen this before, I would be grateful if you can advise.
    Thanks Sarah
     
     

    Subject: RE: OOH calls appearing in SKill group reports - but not in Call type
    Replied by: ED VILLARREAL on 16-04-2013 05:00:59 PM
    This is just a thought, but have you considered that calls are hitting the default label?  Is there a default label for this DN?  Does the call get directed to this skill via a default label without any OOH checks?
    Sarah Barnes:
    Our customer has seen a number of calls delivered to skill groups ooh, and been abandoned, however they have not passed through the Call type to get to the Skill group.
    On checking the SQL for the routing of calls, that hit the call type ooh they are all being handled in the correct way, either being out sourced to a different number or playing a annoncement.
    as these calls are happening in the middle of the night, it would not be user error. If anyone has seen this before, I would be grateful if you can advise.
    Thanks Sarah
     
     


    Subject: RE: OOH calls appearing in SKill group reports - but not in Call type
    Replied by: Omar Abulaban on 16-04-2013 05:14:07 PM
    have you checked the script editor? where do these calls go to?
    in regards to the sql you mentioned, can you please elaborate? what type of sql did you run? did you check the tcd table?


    Sarah Barnes:
    Our customer has seen a number of calls delivered to skill groups ooh, and been abandoned, however they have not passed through the Call type to get to the Skill group.<br />On checking the SQL for the routing of calls, that hit the call type ooh they are all being handled in the correct way, either being out sourced to a different number or playing a annoncement.<br />as these calls are happening in the middle of the night, it would not be user error. If anyone has seen this before, I would be grateful if you can advise.<br />Thanks Sarah<br /> <br />