Call Center Not Rolling

[ronnyserrano]

I have a call center setup and sending calls to Skill 60. I have 4 agents.. the first has skill 60 skill level 1, the others are skill level 2.

for some reason once it checks on skill level 1 and it RONAs, it never goes to skill level 2. My other call center setups do this fine, but I can't find what i'm missing on the configuration

Number: 252 Name: PERFECT Que NEW
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 goto step 13 if unconditionally
02 queue-to skill 1st pri m
03 announcement 1271
04 wait-time 20 secs hearing music
05 set C = C ADD 1
06 goto step 25 if C = 3
07 collect 1 digits after announcement 1274 for none
08 goto step 11 if digits = 1
09 goto step 4 if unconditionally
10 stop
11 messaging skill 99 for extension V1
12 stop
13 goto step 26 if holiday in table 6
14 goto step 22 if holiday in table 7
15 goto step 2 if holiday in table 4
16 goto step 22 if holiday in table 5
17 goto step 22 if time-of-day is all 17:00 to all 22:59
18 goto step 22 if time-of-day is sat 10:00 to sat 18:00
19
20 goto step 2 if unconditionally
21 stop
22 route-to number 5910 with cov n if unconditionally


hunt group
HUNT GROUP

Group Number: 60 ACD? y
Group Name: Perfection Stylist NEW Queue? y
Group Extension: 1060 Vector? y
Group Type: ead-mia
TN: 1
COR: 10 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:
Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:
Controlling Adjunct: none
VuStats Objective:
Timed ACW Interval (sec): 30
Redirect on No Answer (rings): 4
Redirect to VDN: 5911
Forced Entry of Stroke Counts or Call Work Codes? n
LWC Reception: none AUDIX Name:
Message Center: none



Any help would be greatly appreciated.

thank you

 

[Stinney]

Your statement is a little confusing.

I think you're saying the issue is that the agents with the skill level set to 2 are not receiving calls sent to skill 60 if the agent with skill 60 set to level 1 is not available.

But then you state that when the call RONAs it isn't picked up by agents with a skill level of 2.

So for the first part of this, calls should route to an agent with a skill level of 2 if the agent with skill level of 1 is not available AND there is an agent with skill level 2 available. If the agents with a skill level 2 have other skills assigned with a skill level of 1, those calls are going to route to them before the skill level 2 calls.

RONA is a different story.

If a call routes to the agent with skill level of 1 and they don't answer the call is going to RONA to VDN 5911, which you don't provide any information for, so I can't tell you what will happen. You need to check VDN 5911 and see where it is going.


- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... ??GI JOOOOOE??

 

[ronnyserrano]

Stinny,
Sorry for the confusion. The calls do roll correctly, it's the RONA's that are working correctly. If the call goes to vdn 5911 it never goes to the next person.

The vdn 5911 is listed below. I think I found the issue. Vector 253 it probably my issue. I'll post it also as I take a look at it I think it's just the wrong skill. let me know if you see anything else wrong.

thank you!!!
Extension: 5911
Name*: RONA_PERFECT_ALL
Vector Number: 253
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 20
TN*: 1
Measured: internal
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension*:
1st Skill*: 60
2nd Skill*: 61
3rd Skill*: 62
VECTOR DIRECTORY NUMBER
AUDIX Name:
Return Destination*:
VDN Timed ACW Interval*:
BSR Application*:
BSR Available Agent Strategy*: 1st-found
BSR Tie Strategy*: system
Observe on Agent Answer? n
Display VDN for Route-To DAC*? n
VDN Override for ISDN Trunk ASAI Messages*? n
BSR Local Treatment*? n
VECTOR DIRECTORY NUMBER

VDN VARIABLES*
Var Description Assignment
V1
V2
V3
V4
V5
VDN Time-Zone Offset*: + 00:00
Daylight Savings Rule*: system




CALL VECTOR

Number: 253 Name: RONA NEW
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing ringback
02 goto vector 199 @step 1 if E = 1
03 queue-to skill 70 pri t
04 set C = C ADD 1
05 goto step 12 if C = 2
06 collect 1 digits after announcement 1274 for none
07 goto step 13 if digits = 1
08 wait-time 20 secs hearing music
09 goto step 2 if unconditionally
10
11

 

[Stinney]

Yes, the vector is queuing to skill 70 instead of using the skills from the RONA VDN. I might be stating the obvious but, if you want it to RONA to skill 60 and any of the other skills defined in the VDN you'll need to change the Vector to route to skill 1st, then 2nd at some point and 3rd at another point, provided that vector isn't being used for other things.

You should list usage of the vector and make sure other VDNs aren't pointing to it. They may not have the skill defined in the VDN and are relying on the vector to determine the skill.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... ??GI JOOOOOE??

 

[ronnyserrano]

I think I just figured it out. I was supposed to assign skill 70 to a bunch of agents. Because we have 4 different vectors that use that RONA vector (each has it's own skill set) we wanted it to just hit all the phones if people RONA'd. I think this is probably the best solution.

Thanks for the help!