A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent’s Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps were implemented, those customers are queuing to the incorrect group of agents.
What would be the reason for this?
VDN Override on VDN 7202 is set to no
VDN Override on VDN 7201 is set to yes
The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease
No agents are staffed in skill 1
Correct answer: A
You need to troubleshoot your Best Service Routing (BSR) polling vectors to verify that they are operating as intended.