ACD Calls on Hold

[audra87]

I test about 60 lines each day and one particular number holds in the queue for 30 seconds, hears an announcement to continue or press 1 to leave message and goes back to the 30 second hold step... After holding for approx 2 minutes it automatically goes into the voice mail. We are NOT pressing 1 and all other vectors (50) are written exactly like this one. Any thoughts?

 

[nath42]

could you maybe paste the vector(s) steps ?

 

[audra87]

1 goto vector 104 if holiday in table 3
02 goto step 17 if time-of-day is fri 17:00 to mon 08:59
03 goto step 17 if time-of-day is all 17:00 to all 08:59
04 goto vector 99if staffed-agents in skill 99 > 0
05 goto vector 99 if staffed-agents in skill 50 < 1
06 goto step 18 if staffed-agents in skill 11 < 1
07 goto step 18 if calls-queued in skill 11 pri m >10
08 announcement 4029
09 queue-to skill 11 pri m
10 announcement 4000
11 wait-time 30 secs hearing music
12 collect 1 digits after announcement 4001 for none
13 goto step 18 if digits = 1
14 wait-time 30 secs hearing music
15 goto step 12 if unconditionally
16 stop
17 announcement 4058
18 route-to number 3209 with cov y if unconditionally
19 stop
20
21
22
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vector 99 is an emergency vector Again, there is nothing I see that would send this to vm without pressing 1
Thank you!!!!

 

[definityandcmuk]

can you do a list trace command on the vector? (depends on what software you are running)

Have you got RONA setup on the skill?