Agents Available but Calls will not route

[welshboy]

We are running a multi-site set-up with SCCS 5 and NCCS 5. Basically a call arrives into Masterscript, the call is processed to it's relevant script, the script queues to network skillset. NCCS checks the sites for longest idle agent, if agent not available plays comfort message and so forth. For some reason 1 in 50 calls will stick in the application, I've noticed it happen while agents are logged into the skillset but on another call, when an agent becomes available the call just sticks in the application instead of routing to the agent.

Any suggestions?

 

[KillianK]

does the call get to the agent at all? Check your call by call data it might be a good source, run a standard call by call report for time that the call sticks? Do you use "Give Broadcast"?

Cheers,

Killian

NextiraOne Ireland

 

[welshboy]

No, the call sits there until it's abandoned. I've copied the script here, I don't write them myself it's done by another department:

GIVE RINGBACK

QUEUE TO NETWORK SKILLSET Busy_Message
WAIT 2

IF QUEUED THEN
REMOVE FROM NETWORK SKILLSET Busy_Message
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT High_gv
END VOICE SESSION
GIVE RINGBACK
END IF

QUEUE TO NETWORK SKILLSET English_CH

WAIT 2

IF NOT QUEUED THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT VOICE SEGMENT no_agents_gv
WAIT 2
DISCONNECT
END IF

WAIT 15

OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT comfort1_gv
END VOICE SESSION

GIVE RINGBACK

WAIT 20

OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT comfort2_gv
END VOICE SESSION

SECTION Repeat

GIVE RINGBACK

WAIT gv_delay_holding

IF NOT QUEUED THEN
QUEUE TO NETWORK SKILLSET English_CH
WAIT 2
END IF

IF NOT QUEUED THEN
EXECUTE SCRIPT No_Agents
END IF

OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT comfort3_gv
END VOICE SESSION

IF AGE OF CALL > gv_very_long_wait THEN
DISCONNECT
END IF


EXECUTE Repeat

 

[KillianK]

There is your problem,
"GIVE CONTROLLED BROADCAST ANNOUNCEMENT" 1 voice port = 50 calls! You need to add another port in "Global settings" make 2 instead of 1. Say you have voice 30 ports and the value in "Global settings" is greater than 30, set the value to 2. If you click on ACD-DN menu, you will see "Global Settings" Hope this makes sense?

Cheers,

Killian,

NextiraOne Ireland