CallType = ACD_IN

Unanswered Question
Sep 2nd, 2010
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We have ICM and CTIOS 7.2.  On the supervisor desktop monitor, we see some calls that show as ACD_IN under CallType.  These calls are landing on the default skill groups instead of the agent's respective skill group.

What kind of inbound calls or how are these inbound calls being classified as ACD_IN, instead of PREROUTE_ACD_IN or other CallType?


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