Confirmed that customer is logging in agent ID on this attendant and not using Attendant Vectoring, below is the vector programing which directing the calls to the attendant . If this is the only routing which directing the calls to this attendant, I would recommend you to remove step 4 which seems unnecessary.
The reason is that, from below vector steps, it looks to me like customer doesn’t
want the calls to be queued to skill 15 at all, and they want the calls to be
redirected immediately if there is no available agents in skill 15, but from below
existing configuration, the call will be queued to skill 15 first, then CM will
check if there is any available agents in skill 15, so it looks unreasonable to me
and may causes problems like they are experiencing.
Number: 107 Name: Reception Main
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 19 if holiday in table 2
03 goto step 15 if service-hours not-in table 4
04 queue-to skill 15 pri m
05 goto step 22 if available-agents in skill 15 = 0
06 queue-to skill 15 pri m
07 wait-time 30 secs hearing music
08 collect 1 digits after announcement 1401 for none
09 goto step 12 if digits = 1
10 goto step 7 if unconditionally
11
12 route-to number 1420 with cov n if unconditionally
13 stop
14
15#disconnect after announcement 1402
16 route-to number 1408 with cov n if unconditionally
17 stop
18
19 disconnect after announcement 1403
20 stop
21
22 route-to number 1409 with cov n if unconditionally
