Untitled Note

323-282-7476 > CB#3: 507222424440 | extension 408 > (323) 282-7476 heather is getting calls from CQ on ext 13 but she's not a member. 8185270474 > CB#4: 507222435617 | My test from (888) 855-0318 to (877) 550-3911 on 05/02/2024 3:25 PM did not replicate the issue so I was not able to gather the HAR files, however, the cx provided this sample: April 30th 3:34 pm PST > called: (877) 550-3911 calling: (702) 277-0527 and if you check the call logs, it rang on extension 408 before it did on the priority call queue. Escalation Template T3 ============================== #Point of Contact# Name: Heather Poelzer Email: heather@andersonbradshawtax.com Phone number: 8185270474 Timezone: PST Preferred callback method, time timezone: 8185270474 any time * UID: 393425020 * RC Case#: 23333960 #Product line# Admin Portal #Background#. Extension 408 is a member of CQ Priority ext 41000 which is in turn the overflow option for CQ PG on extension 13, extension 408 is not a member of the latter. #Problem / Issue description# Sometimes, when someone calls (877) 550-3911, the call rings on extension 408 first but it should be ringing on the call queue on extension 13 (ext 408 is not a memeber of that queue) and then on the overflow queue on extension 41000, Priority. #Affected Users# extension 408 #Troubleshooting steps so far# Checked the call sample provided, however, I was not able to replicate the issue #Steps to reproduce# 1. Dial (877) 550-3911 2. The call should ring on extension 13 first 3. It may ring on extension 408 before ringing on extension 41000 4. #Actual behavior#Sometimes, when someone calls (877) 550-3911, the call rings on extension 408 first but it should be ringing on the call queue on extension 13 (ext 408 is not a memeber of that queue) and then on the overflow queue on extension 41000, Priority. #Expected behavior# The call should ring on extension 13 not on 408 and then on extension 41000 #Workaround# N/A #Technical logs