BCMS Calls Waiting Problem...

[98Converter]

We have supervisors monitoring BCMS with audible alerts turned on. The thresholds are set to 1 max, 1 upper, 1 caution, and 0 for the other 2 settings.

There are 4 (ddc) agents available. If the call rings twice at the first agent - the 'calls in queue' goes to 1. And then the alert begins to sound, eventhough the call hasn't truly queued yet, but is ringing on an agents phone. The agent will answer the call after the second ring. Then the call in queue indicator goes off.

What could be causing this?

Thanks all,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[widemal]

Have you checked your settings in the hunt group?

 

[98Converter]

This is the Hunt Group...

display hunt-group 14 Page 1 of 61
HUNT GROUP

Group Number: 14 ACD? y
Group Name: HELPDESK Queue? y
Group Extension: 3033 Vector? y
Group Type: ddc
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port:


display hunt-group 14 Page 2 of 61
HUNT GROUP

Skill? n Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 30
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):


Redirect on No Answer (rings): 4
Redirect to VDN: 2026
Forced Entry of Stroke Counts or Call Work Codes? n


display hunt-group 14 Page 3 of 61
HUNT GROUP

LWC Reception: none AUDIX Name: audix



Message Center: none


display hunt-group 14 Page 4 of 61
HUNT GROUP
Group Number: 14 Group Extension: 3033 Group Type: ddc
Member Range Allowed: 1 - 1500 Administered Members (min/max): 1 /21
Total Administered Members: 20
GROUP MEMBER ASSIGNMENTS
Ext Name (24 characters) Ext Name (24 characters)
1: 2034 Test
2: 2236 Test 2
3: 2049 Test 3


Thanks,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[tiramisu]

Dear CJH:

This is completely normal because "calls waiting" is made up of 2 database items: INQUEUE+INRING. So, not only the calls really in queue but also the calls ringing at an agent's station are counted as waiting calls.

Regards,

Tiramisu

 

[widemal]

If you are trying to keep the alarm from going off, try putting a number that is appropriate for your group in the "Calls Warning Threshold" field.

 

[98Converter]

Can the INQUEUE+INRING be extended to 3 or 4 rings?

Thanks,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[98Converter]

I guess I'll try oldest call... and just play around with it.

Thanks all,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.