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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: danje on April 15, 2016, 06:06:30 AM

Title: Random ACD queue call jumping problem
Post by: danje on April 15, 2016, 06:06:30 AM

Hello all,

I have an odd problem with calls apparently randomly jumping between ACD queues.  We have a top level "options" queue with an interflow dial list which feeds into 4 other ACD queues.  Each queue has its own skill group.  We handle around 400 calls a day but every now and again (maybe 10 calls a day), a call will jump from one queue to another.  When I look at the SMDR logs I can see the call come into the options queue and then flow into another queue based on the option the caller has chosen.  Very shortly afterwards (around 10 to 20 seconds) the call will jump to another queue.  The only queue that has an interflow dial list is the first "options" queue.

Has anybody got any ideas what could be causing it?  I'm assuming it's a configuration problem but I can't for the life of me work out what it is.

We're running MCD 6.0 SP2 on a Mitel 3300 MXe-III.

Thanks for your help,
Dan.

Title: Re: Random ACD queue call jumping problem
Post by: sarond on April 15, 2016, 08:52:18 AM

Do you have CCM (Contact Centre Manager) for reporting etc...
If so I would start with reports (maybe even a life cycle report for the call)