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248 Chapter 18 Troubleshooting Call Center
P0605665 03
Calls do not distribute to certain agents
Check that the agent is logged on and available. You can view the agent in Reporting for Call
Center or supervisor monitor. Agents are automatically Logged Out or Made Not Ready if:
• a call is distributed to the agent and they do not answer the call. After the transfer callback
timer has expired, the call goes back to the skillset and the agent will be made not ready or
logged out, depending on your Call Center configuration.
• if the agent has Call Forward configured on their set (CFAC, CFNA, CFB)
Ask your administrator to check that your CDNs are valid.
Check that lines are assigned to only to one skillset. Do not assign Call Center lines directly to
sets.
Tells agents that if they use CFNA to program their telephones CFNA to the voicemail extension,
or the skillset extension if they do not have a mailbox. If agents use T7316 sets, all Call Center
Feature codes (F904, 908 and 909) must be programmed to one of the bottom five keys on each
side of the display.
Set your Transfer Callback to a higher value than the ring delay for CFNA.
Call Center never answers calls or takes a long time to answer calls
Check:
• that your skillset is enabled
• that disconnect is not the first step of a routing table
• in your skillset parameters how long your Delay Answer is
• the number of rings configured for your Call Center lines in Auto Attendant
• that you have correctly configured the CDN for the skillset
• ask your System Administrator to check that your CDN is valid:
a In Unified Manager, click the Diagnostics and MSC keys and click the DN to Port
Conversion heading.
b In the DN to convert box enter the CDN for the skillset and press enter.
Check that the port number that appears in the Device port box does not resides on BUS 1
or 8.
c Click the Resources and Media Bay Modules keys, and check all the buses until you find
your port number. and make sure the bus that your port is on is assigned to a Digital
Station Module. The only modules that a CDN can reside on are Digital Station Modules.
They do not have to be equipped but they must be programmed for BUS type: Station
Module. CDNs are invalid if they reside on any other type of module.