MCR Troubles
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Posted by Michael Andrews on October 4, 2006, 8:10 am
Please log in for more thread options People inside the company can call this team that shares the MCR key and all their phones ring at once. I offered to set them up on Contact Center but they declined. Anyways, the other day one of our internal people called this number (6600). No one answered so he just let it ring. Eventually he claims that the call was bounced into an actual Contact Center queue with CDN 3565. One of the people working in this queue accepted the call and got him on the line. The problem is that the group that manages CDN 3565 doesn't want calls from 6600 coming into their queue. This is understandable. However, I don't know where a setting would be that sends calls from 6600 into 3565. Frankly, I didn't think this was possible. Anyone have any idea what might have happened, or how I could find out? I would chalk this one up to user error (the original caller probably got the departments screwed up and dialed 3565) but I want to be as sure as possible before I throw it back in their laps. Thanks in advance, Mike | |||||||||||||||||||||||||
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Posted by John 807 on October 4, 2006, 9:48 am
Please log in for more thread options John 807 | |||||||||||||||||||||||||
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Posted by Michael Andrews on October 4, 2006, 1:02 pm
Please log in for more thread options Yeah, that's what I thought... alas, I can't test it until after hours.
:( Guess I'll give it a go tonight. ~ Mike John 807 wrote: > The best way is dial 6600 and see if you can duplicate it.
> > John 807 > > We have an MCR key on two dozen phones for an internal call center.
> > People inside the company can call this team that shares the MCR key > > and all their phones ring at once. I offered to set them up on Contact > > Center but they declined. > > > > Anyways, the other day one of our internal people called this number > > (6600). No one answered so he just let it ring. Eventually he claims > > that the call was bounced into an actual Contact Center queue with CDN > > 3565. One of the people working in this queue accepted the call and > > got him on the line. > > > > The problem is that the group that manages CDN 3565 doesn't want calls > > from 6600 coming into their queue. This is understandable. However, I > > don't know where a setting would be that sends calls from 6600 into > > 3565. Frankly, I didn't think this was possible. > > > > Anyone have any idea what might have happened, or how I could find out? > > I would chalk this one up to user error (the original caller probably > > got the departments screwed up and dialed 3565) but I want to be as > > sure as possible before I throw it back in their laps. > > > > Thanks in advance, > > Mike > > | |||||||||||||||||||||||||
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Posted by John 807 on October 4, 2006, 2:39 pm
Please log in for more thread options Yeah, unfortunately experience has taught me don't believe it until you see
it. Or as an engineer once told me "well that was your first mistake, troubleshooting it before you made it happen" John 807 > Yeah, that's what I thought... alas, I can't test it until after hours.
> :( Guess I'll give it a go tonight. > > ~ Mike > > > > John 807 wrote: >> The best way is dial 6600 and see if you can duplicate it.
>> >> John 807 >> > We have an MCR key on two dozen phones for an internal call center.
>> > People inside the company can call this team that shares the MCR key >> > and all their phones ring at once. I offered to set them up on Contact >> > Center but they declined. >> > >> > Anyways, the other day one of our internal people called this number >> > (6600). No one answered so he just let it ring. Eventually he claims >> > that the call was bounced into an actual Contact Center queue with CDN >> > 3565. One of the people working in this queue accepted the call and >> > got him on the line. >> > >> > The problem is that the group that manages CDN 3565 doesn't want calls >> > from 6600 coming into their queue. This is understandable. However, I >> > don't know where a setting would be that sends calls from 6600 into >> > 3565. Frankly, I didn't think this was possible. >> > >> > Anyone have any idea what might have happened, or how I could find out? >> > I would chalk this one up to user error (the original caller probably >> > got the departments screwed up and dialed 3565) but I want to be as >> > sure as possible before I throw it back in their laps. >> > >> > Thanks in advance, >> > Mike >> > >
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Posted by Bob on October 4, 2006, 6:35 pm
Please log in for more thread options
> Yeah, that's what I thought... alas, I can't test it until after hours.
> :( Guess I'll give it a go tonight. > > ~ Mike > > > > John 807 wrote: >> The best way is dial 6600 and see if you can duplicate it.
You said CDN. Do you have Symposium, or CCR? If not, did you really mean
>> >> John 807 queue? If so, turn off MCDN on the queue. Also, look at the sets, and see which one has the MARP for 6600. Where does that set hunt and FNA? | |||||||||||||||||||||||||
| Similar Threads | Posted |
| MCR Troubles | October 4, 2006, 8:10 am |
> People inside the company can call this team that shares the MCR key
> and all their phones ring at once. I offered to set them up on Contact
> Center but they declined.
>
> Anyways, the other day one of our internal people called this number
> (6600). No one answered so he just let it ring. Eventually he claims
> that the call was bounced into an actual Contact Center queue with CDN
> 3565. One of the people working in this queue accepted the call and
> got him on the line.
>
> The problem is that the group that manages CDN 3565 doesn't want calls
> from 6600 coming into their queue. This is understandable. However, I
> don't know where a setting would be that sends calls from 6600 into
> 3565. Frankly, I didn't think this was possible.
>
> Anyone have any idea what might have happened, or how I could find out?
> I would chalk this one up to user error (the original caller probably
> got the departments screwed up and dialed 3565) but I want to be as
> sure as possible before I throw it back in their laps.
>
> Thanks in advance,
> Mike
>