dkahl96

We're having a sporadic issue, in which some agents can't transfer calls to certain VDN's.

I think I've isolated it to only happening during peak times for the call center.

I've checked the stations, the agent login id's, the COR's, the VDN's, the vector's, and it's driving me crazy. I've even conferenced in another engineer to go thru the switch with me and we've both come up with very little to work on.

One thing, which we did question, is the "BSR Available Agent Strategy" setting on page 2 of a VDN. A good VDN(one in which no one has ever complained about) is set for EAD-MIA. A sporatically bad VDN is set for 1st-Found.

The question we had, was:

If a VDN is set for 1st-found, and the agents for the vector in which someone is attempting to transfer to are all currently taking calls - - will it bounce the caller back to the agent? (Then giving the appearance that the transfer feature is not working??)

Hope that doesn't sound too confusing...

Thanks for anyone who can help!

ahays

Release?

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Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

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dkahl96

I know I know...sorry Al! I posted it, and then read yours...I'm getting it now...thx...

G3 V11

ahays

There's one diagnostic tool that you might try. It may, or may not, tell you what the problem is but often it will tell you where to look: "list trace station xxxx" where xxxx is the extension number of a station that cannot transfer. The trace may give you a definitive reason that the transfer is being denied.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

dkahl96

That was definitely a good idea...I just happen to not be able to transfer myself when I was on the phone and happen to run it at the perfect time! Can't get any luckier then that for an example to work off of...

It looks like it has to do with our tie lines and possibly the "Disconnect Supervision" settings between the two buildings...

Definitely not something we were looking at before...We're going to start fresh tomorrow...

Thanks for your help Al!