As a refresher, this is a 2-part issue:
A. Calls intended to go to a Doctor that is prepared to speak with the caller -- When CSRs transfer a call to a House Officer and think it has gone through successfully (they are not alerted on their end that anything has failed), then the call circles back around and is either answered by the same CSR or another via TouchPoint.
B. Calls intended to go to Doctor’s voicemail -- When transferred through to voicemail, they circle back around as described above.
Per Contact Center support, the solution for each would be:
A. When grad students are set up in Pinnacle by the VTH Telecommunications Unit Coordinator, they need to be assigned a phone number and have it listed as their primary in Skype.
B. Each grad student user needs to log into their voicemail once through Skype in order to properly “set up” their voicemail so we can successfully transfer to it without the risk of it circling back.