Agent trace question. 1

[foned00d]

what could account for the "other" in this trace? It appears throughout the trace but I can't define it. Always 20 secs, and only while "Available".

2/28/06 7:39:58AM 1 AVAIL 3:05 n n n n
2/28/06 7:43:03AM 1 OTHER :20 n n n n
2/28/06 7:43:23AM 1 AVAIL 5:27 n n n n
2/28/06 7:48:50AM 1 OTHER :20 n n n n
2/28/06 7:49:10AM 1 AVAIL :30 n n n n
2/28/06 7:49:40AM 1 RING 71 :04 n n n n
2/28/06 7:49:44AM 1 ACD IN 71 36:44 n n n
2/28/06 8:26:28AM 1 ACW 71 :03 n n n n
2/28/06 8:26:31AM 1 AVAIL 8:45 n n n n

 

[id97073347]

are u using CMS agent trace? this is alot easier

 

[SF0751]

I'm guessing here, but I would suspect that the agent is going off-hook, but not actually completing an outbound call.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[foned00d]

id97073347 ,
This is part of a CMS agent trace.

SF0751,
I suspectd the same but I doubt an agent could do it for exactly 20 secs every time. This happened over 10 times through the day.

It's nice to know I'm not missing something obvious.

 

[84Mike]

How long does it take for your extensions to 'time-out'. Take phone off hook, and do nothing. Dial tone, then turkey tone, then silence. It may be 20 seconds when the port disconnects the phone due to inactivity.

 

[SF0751]

Ohhh, that's good. Under cha sys fea, check the settings for [blue]Off-Premises Tone Detect Timeout Interval[/blue]. The default is 20 seconds. Make a change and see if the "Other" time on your agent trace changes as well.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[foned00d]

That sounds like a viable possibilty. I'll change it to 25 secs and see what happens...

thanks one and all!!