Hey communiteers,
.
We encountered a strange behavior today (at least for me). Call is in the queue, customer waiting and an agent (Vinayak) is on queue. We made sure the agent has all the required skill and queues assigned but still call doesn't get routed to Vinayak.
We tried re-assigning skills, languages and queues, log off and login back in, restarting the desktop app but no avail. By chance Vinayak removed his Cell Phone number from his profile which happened to be the same mobile number which we were making test calls from and everything started to work fine.
We double checked this from another user from browser instead of desktop app and behavior persists. So we concluded if you make a call from the phone number which is set as 'Cell Phone' in the agent's profile, the call will not routed to that agent.
Did someone else face this? Is it a bug or expected behavior?
#PlatformAdministration#Routing(ACD/IVR)------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
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