Busy tone and intrude on agent phone display outgoing calls

[nalleheaven]

Hi There,

We have a Mitel 3300 controller on platform CX-II. Software 4.1 sp1.

Our ACD agents have experienced an issue with making an outgoing call. When the client picks up the agent hears a busy tone and the message intrude appears on the agents phone display (5320). This is not on every outgoing call just now and again.

We have also had other issues whereby an incoming call rings at the destination phone for 3 secs then bounces to next available agent. It doesn't happen on every call so can't be forward on no answer timings. This is happening to 1 in 5 calls.

Are they related issues do you think?

Many thanks

 

[dryaquaman]

What kind of trunks? SIP? PRI?

Dry Aquaman

http://www.university-music-on-hold.com

 

[LoopyLou]

you have any overflow setup? The system can redirect a call to the next agent based on anticapated time to answer of the queue.

The single biggest problem with communications is the illusion that it has taken place.

 

[dryaquaman]

LoopyLou,
Did I misunderstand? I thought this was for an outgoing call.

Dry Aquaman

http://www.university-music-on-hold.com

 

[nalleheaven]

Trunk is PRI

and yes mainly on an outgoing call for busy tone and intrude but it has been known to happen on the odd incoming call.

I think LoopyLou response was about the incoming bouncing issue. The timer is set to forward after 12 secs but it's forwarding after 3 secs but not on every call

Thanks

 

[kwbMitel]

For the Intrude and Tone it sounds like someone is using silent monitor but the tones are active (Not silent)

Check COS Option:
ACD Silent Monitor - Notification

For the Call jumping to the next agent. How is the call getting to the agent? If it is a transfered call, the tranfering station might be pulling the call back and then transfering again.

These 2 might be related. If a machine is transfering the call and it hears the "Intrude tone" it might interpret the tone as Busy tone and pull the call back and retry.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[dryaquaman]

kwbMitel,
Good catch on the Silent monitor. I should have caught that with the "Intrude".

Dry Aquaman

http://www.university-music-on-hold.com

 

[LoopyLou]

Well done kwbMitel.

for addressing the skipping of agents. Is it possible you are using skills based routing or.

Predictive Overflow
Predictive overflow determines whether a newly-queued call to an agent skill group should be immediately overflowed or sent to the next agent skill group. The average call duration is based on the average agent talk time, including the work timer. If the system predicts that a call will not be answered before the overflow timer expires, the system places the call in overflow before the timer expires.



The single biggest problem with communications is the illusion that it has taken place.