How can I find out why my helpdesk queue is redirecting calls during business hours.

[ryoung195]

My helpdesk queue that was created before my time is set to take calls onsite during business hours and redirect to an offsite location after hours.  It seems that some calls are getting through to our offsite helpdesk during regular business hours and i dont know why.  Any ideas????

[Amer rajai Sha'er]

Hello,

Is this UCCX or UCCE ?

Amer

[ryoung195]

UCCX

*Richard Young * Telecommunications Administrator * SunGard Higher Education * Mercy College * 555 Broadway, Dobbs Ferry, NY 10522 * Tel 914-674-7412 * Fax 914-674-7514 ryoung@mercy.edu *

[Anthony Holloway]

Modify your script to set the current time in a variable, and then debug your script during a period web it's not working correctly to validate the current time in the script.

Do you know how to debug a script?

Sent from Cisco Technical Support iPhone App

[Clifford McGlamry]

First thing I'd do is check the clock on the server.  Any time based routing rules will be affected if the server time is off.  If this is UCCE, you need to check the time on all the servers and verify that they are synced up.

Second thing to check is the script itself.  It may be that you have something in the script that checks to see if there are any agents logged in, and if no one is logged in (or something like that), it may send it off site even though you are open.  If it's a UCCX script, post it here and we could look at it.

Cliff