A company using Avaya Aura® Call Center Elite is experiencing problems configuring vectors. The vector is not routing calls to a particular queue. Vectors are routing calls to other configured queues correctly.
As a part of a good Global Support Services (GSS) methodology, what should the company do next?
In resolving issues with call routing in an Avaya Aura® Call Center Elite system, it is critical to first identify the components where the issue might be occurring, such as the switch, the communication manager, and the programming of the vector. Understanding the configuration and formulating a hypothesis for testing ensures that the root cause of the problem is accurately diagnosed before attempting any corrective actions. This methodical approach aligns with good Global Support Services (GSS) methodology.
Correct!