ISA_Flee

I keep seeing Backup ACD calls and Connect Calls on my VDN reports in CMS but I cannot see where the calls can go to either of these options. The vector is very basic (see below). Any ideas?

01 wait-time 1 secs hearing ringback
02 goto step 17 if holiday in table 3
03 goto step 17 if time-of-day is all 18:00 to all 09:00
04 goto step 17 if time-of-day is fri 18:00 to mon 09:00
05 goto step 19 if staffed-agents in skill 83 > 0
06 goto step 9 if staffed-agents in skill 1st < 1
07 queue-to skill 1st pri m
08 wait-time 10 secs hearing music
09 queue-to skill 2nd pri m
10 goto step 19 if staffed-agents in skill 83 > 0
11 wait-time 40 secs hearing music
12 goto step 10 if unconditionally
13 stop
14
15
16
17 disconnect after announcement 3803
18 stop
19 disconnect after announcement 3714
20 stop
21
22

cyberjamos

Correct me if I'm wrong, but aren't calls queued to a second skill/split deemed backup? This would explain why you keep seeing backup calls.

__________________
Cheers,

NJ

PS: If any advice that I have provided has been useful, please let me know!

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