3300 MXE ACD Path Interflows

[james1982]

Hi

I have a 3300 mxe with 20+ acd paths setup.
Basically the calls arent interflowing.
The interflow is enabled and timer set to 4 mins but calls are still queuing on the path after 9+ minutes.
Is there any other programming requried?
My 3300 is on rel 8.0.8.8, cant see any known issues......
All paths are setup similar to the below:-

Path Options

Priority 64
Primary Agent Skill Group ID 2139
Recording 1: Delay to Start Time Minutes
Recording 1: Delay to Start Time Seconds 10
Recording 1: Directory Number 7181
Audio Settings
Audio Source: None
Recording 1: Embedded Music Source
Recording 1: Alternative Recording Device
Recording 1: Path Interflow Dialing List
Recording 1: Release Digit Receiver After Recording No
Recording 2: Delay to Start Time Minutes
Recording 2: Delay to Start Time Seconds 30
Recording 2: Directory Number 7183
Audio Settings
Audio Source: None
Recording 2: Embedded Music Source
Recording 2: Alternative Recording Device
Recording 2: Path Interflow Dialing List
Recording 2: Release Digit Receiver After Recording No
Recording 3: Delay to Start Time Minutes
Recording 3: Delay to Start Time Seconds
Recording 3: Directory Number
Audio Settings
Audio Source: None
Recording 3: Embedded Music Source
Recording 3: Alternative Recording Device
Recording 3: Path Interflow Dialing List
Recording 3: Release Digit Receiver After Recording No
Recording 4: Delay to Start Time Minutes
Recording 4: Delay to Start Time Seconds
Recording 4: Directory Number
Audio Settings
Audio Source: None
Recording 4: Embedded Music Source
Recording 4: Alternative Recording Device
Recording 4: Path Interflow Dialing List
Recording 4: Release Digit Receiver After Recording No
Repeat Last Recording Enabled Yes
Last Recording Repeat Interval Minutes
Last Recording Repeat Interval Seconds 30
Overflow 1 Agent Skill Group ID 2132
Overflow 2 Agent Skill Group ID 2128
Overflow 3 Agent Skill Group ID
Interflow Enabled Yes
Interflow Time Out Minutes 4
Interflow Time Out Seconds 00
Interflow Point Directory Number 5476
Allow Overflow to Interflow Before Time Out No
Path Unavailable Answer Point Directory Number 5477
Path Real Time Events Enabled Yes
Interflow To This Path Uses This Path Priority No
DTMF Receiver Unavailable Action Play RAD
DTMF Receiver Unavailable Answer Point Directory Number
Primary Agent Skill Group Overflow Timer Minutes
Primary Agent Skill Group Overflow Timer Seconds 30
Primary Agent Skill Group Predictive Overflow Average Call Duration Minutes
Primary Agent Skill Group Predictive Overflow Average Call Duration Seconds
Primary Agent Skill Group Remote Agent Skill Group Priority
Primary Agent Skill Group Remote Agent Blocking Timer 60
Overflow 1 Agent Skill Group Overflow Timer Minutes 1
Overflow 1 Agent Skill Group Overflow Timer Seconds 00
Overflow 1 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 1 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 1 Agent Skill Group Remote Agent Skill Group Priority
Overflow 1 Agent Skill Group Remote Agent Blocking Timer 60
Overflow 2 Agent Skill Group Overflow Timer Minutes 1
Overflow 2 Agent Skill Group Overflow Timer Seconds 20
Overflow 2 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 2 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 2 Agent Skill Group Remote Agent Skill Group Priority
Overflow 2 Agent Skill Group Remote Agent Blocking Timer 60
Overflow 3 Agent Skill Group Overflow Timer Minutes 9
Overflow 3 Agent Skill Group Overflow Timer Seconds 00
Overflow 3 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 3 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 3 Agent Skill Group Remote Agent Skill Group Priority
Overflow 3 Agent Skill Group Remote Agent Blocking Timer 60


any ideas

cheers

 

[Mitelmatt]

Where is the interflow going? What is 5476?

 

[james1982]

a multicall key set on a number of phones.

can you confirm what would happen, what if an user goes home but forgets to logout there phone, if a call is presented to there phone it would obviously ring.
after 4 minuted would teh call interflow to the destination or would it carry on ringing on teh logged in ext???

 

[tlpeter]

You can give the option to log out on no answer so if someone forgets to log out it will do it automaticly but the call that comes in rings the phone

User should not forget to log out !!!
Or a supervisor should notice the ringing phone but you need to have a supervisor and the right software/licenses


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ACS - Implement IP Office
ACA - Voice Services Management
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Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[kwbMitel]

Try programming a Path Interflow dialing list and enabling.

This will prove whether or not the path will transfer to the DN.

As long as the DN is valid, there is no reason it shouldn't interflow as programmed.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Mitelmatt]

Ah ok, is the path being answered by rads at all?

Does the phone actually ring for 4 mins???? Normally it would go back to the queue and like someone mentioned above (if set in the COS) the phone will auto log out on no answer.

It's called queuing for 4 mins that would follow the overflow? You could try a Test path with a test group with 1 agent in and put the interflow to say 5 secs and put the first call in and get it answered by the agent. Then make a second call and see what happens

 

[kwbMitel]

MitelMatt has a point that I didn't consider.

If agent phones are ringing and not answered the call will be "Re-Queued" for another agent.

The interflow timer will only engage if no phones are ringing and the call is properly queued.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.