Call center RONA problem

[theericho]

Hi,

We have recently started noticing more Ronas in our call center group using CMS realtime exception logs. We're running definity G3siV12 & CMS V12. This group agents are set to auto-answr with headset buttons enabled, so not sure how they could be getting RONAs. Aren't calls controlled by Hunt-gr that is pushing to agents while looking at their state?

display agent-loginID 3570
AGENT LOGINID

Login ID: 3570 AAS? n
Name: *CALL CENTER AG TEMPLATE* AUDIX? n
TN: 1 LWC Reception: audix
COR: 25 LWC Log External Calls? n
Coverage Path: 2
Security Code:
Direct Agent Skill: 1 LoginID for ISDN Display? n
Call Handling Preference: skill-level Password:
Password (enter again):
Auto Answer: all
SN SL SN SL SN SL SN SL
1: 19 1 6: 11: 16:
2: 1 1 7: 12: 17:
3: 5 1 8: 13: 18:
4: 6 1 9: 14: 19:
5: 10: 15: 20:


****************************************************
Stations look like this

Extension: 3162 Lock Messages? n BCC: 0
Type: 6416D+ Security Code: TN: 1
Port: X Coverage Path 1: COR: 12
Name: *CALL CENTER STAT TEMPLATE* Coverage Path 2: COS: 1
Hunt-to Station:

STATION OPTIONS
Loss Group: 2 Personalized Ringing Pattern: 1
Data Option: none Message Lamp Ext: 3162
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Expansion Module? n

Media Complex Ext:
IP SoftPhone? n
Remote Office Phone? n

change station 3162 Page 2 of 5
STATION
FEATURE OPTIONS
LWC Reception: audix Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n
Bridged Call Alerting? n Restrict Last Appearance? y
Active Station Ringing: single

H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: basic Audible Message Waiting? n
MWI Served User Type: Display Client Redirection? n
Select Last Used Appearance? n
Coverage After Forwarding? s
Automatic Moves: no Multimedia Early Answer? n
Direct IP-IP Audio Connections? n
Emergency Location Ext: 3162 IP Audio Hairpinning? n

change station 3162 Page 3 of 5
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:




ABBREVIATED DIALING
List1: personal 1 List2: group 1 List3: system

BUTTON ASSIGNMENTS
1: call-appr 5: abrv-dial List: 2 DC: 15
2: call-appr 6: work-code
3: call-appr 7: abrv-dial List: 2 DC: 14
4: callr-info 8: headset
change station 3162 Page 4 of 5
STATION

FEATURE BUTTON ASSIGNMENTS

9: abrv-dial List: 2 DC: 11
10: auto-in Grp:
11: aux-work RC: Grp:
12:
13: abrv-dial List: 2 DC: 12
14: vu-display Fmt: 1 ID:
15: vu-display Fmt: 2 ID:
16: release
change station 3162 Page 5 of 5
STATION

SOFTKEY BUTTON ASSIGNMENTS

1: send-calls Ext:
2: abrv-dial List: 1 DC: 01
3: abrv-dial List: 1 DC: 02
4: abrv-dial List: 1 DC: 03
5: abrv-dial List: 1 DC: 04
6:
7:
8:
9:
10:
11:
12: abr-prog
******************************
Here is vector in question?
display vector 200 Page 1 of 3
CALL VECTOR

Number: 200 Name: RONA
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 wait-time 0 secs hearing ringback
02 queue-to skill 1st pri t
03 announcement 4113
04 wait-time 998 secs hearing music
05 goto step 4 if unconditionally
06 stop
07
08
***********************************
Could it be from the Direct Agent HUNT?
display hunt-group 1 Page 1 of 3
HUNT GROUP

Group Number: 1 ACD? y
Group Name: DIRECT AGENT Queue? y
Group Extension: 4201 Vector? y
Group Type: ead-mia
TN: 1
COR: 30 MM Early Answer? n
Security Code:
ISDN Caller Display:


Calls Warning Threshold: Port:
Time Warning Threshold: Port:
display hunt-group 1 Page 2 of 3
HUNT GROUP

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


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n
display hunt-group 1 Page 3 of 3
HUNT GROUP

Message Center: none






LWC Reception: none

display hunt-group 5 Page 1 of 3
HUNT GROUP

Group Number: 5 ACD? y
Group Name: CALL CENTER Queue? y
Group Extension: 4205 Vector? y
Group Type: ead-mia
TN: 1
COR: 30 MM Early Answer? n
Security Code:
ISDN Caller Display:


Calls Warning Threshold: 1 Port:
Time Warning Threshold: Port:

display hunt-group 5 Page 2 of 3
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec): 45
Multiple Call Handling: one-forced

Redirect on No Answer (rings): 3
Redirect to VDN: 4605
Forced Entry of Stroke Counts or Call Work Codes? y

 

[SF0751]

The settings on the agent form is the controlling factor for Auto-Answer. Do your agents use corded or cordless headsets? Cordless agents might be wandering out of range..... I would start a CMS agent trace to see if anything shows up with the RONA's.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[theericho]

We use Plantronics Vista corded headsets M12. I've thought of tracing agents, but the agents that RONA seem to be different from day to day. Could a station that is set up as a help key for call center agents, might be causing this?

**********************
display station 3157 Page 1 of 3
STATION

Extension: 3157 Lock Messages? n BCC: 0
Type: 6408+ Security Code: TN: 1
Port: X Coverage Path 1: 5 COR: 10
Name: H.A.R.T LINE Coverage Path 2: COS: 1
Hunt-to Station:

STATION OPTIONS
Loss Group: 2 Personalized Ringing Pattern: 1
Data Module? n Message Lamp Ext: 3157
Speakerphone: 2-way Mute Button Enabled? y


Media Complex Ext:
IP SoftPhone? n
Remote Office Phone? n

display station 3157 Page 2 of 3
STATION
FEATURE OPTIONS
LWC Reception: spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n
Bridged Call Alerting? n Restrict Last Appearance? y
Active Station Ringing: continuous

H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: basic Audible Message Waiting? n
MWI Served User Type:
Select Last Used Appearance? n
Coverage After Forwarding? s
Automatic Moves: no Multimedia Early Answer? n
Direct IP-IP Audio Connections? n
Emergency Location Ext: 3157 IP Audio Hairpinning? n

display station 3157 Page 3 of 3
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:




ABBREVIATED DIALING
List1: List2: List3: system

BUTTON ASSIGNMENTS
1: call-appr 5:
2: call-appr 6:
3: call-appr 7:
4: 8:

*****************
The lead agents who answer this help line just have three brdg-appr buttons that ring, with bridged called alerting set to Y on their station.

 

[SF0751]

I don't think so.... What hunt group(s) are the RONA's occuring in? Post a portion of the CMS exception log.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[theericho]

Here is a link for the realtime log

http://s636.photobucket.com/albums/uu82/eric_holl/?action=view&current=Rona021709.jpg

*******************************
change hunt-group 6 Page 1 of 3
HUNT GROUP

Group Number: 6 ACD? y
Group Name: DELINQUENT BORROWERS Queue? y
Group Extension: 4200 Vector? y
Group Type: ead-mia
TN: 1
COR: 30 MM Early Answer? n
Security Code:
ISDN Caller Display:


Calls Warning Threshold: 1 Port:
Time Warning Threshold: Port:
change hunt-group 6 Page 2 of 3
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec): 45
Multiple Call Handling: one-forced

Redirect on No Answer (rings): 4
Redirect to VDN: 4606
Forced Entry of Stroke Counts or Call Work Codes? y

hange hunt-group 6 Page 3 of 3
HUNT GROUP

Message Center: none

LWC Reception: none
*******************************
change hunt-group 5 Page 1 of 3
HUNT GROUP

Group Number: 5 ACD? y
Group Name: CALL CENTER Queue? y
Group Extension: 4205 Vector? y
Group Type: ead-mia
TN: 1
COR: 30 MM Early Answer? n
Security Code:
ISDN Caller Display:


Calls Warning Threshold: 1 Port:
Time Warning Threshold: Port:

change hunt-group 5 Page 2 of 3
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: both
Supervisor Extension:
change hunt-group 5 Page 3 of 3
HUNT GROUP

Message Center: none

LWC Reception: none

************************
display vdn 4605 Page 1 of 2
VECTOR DIRECTORY NUMBER

Extension: 4605
Name: RONA CUSTOMER SERVICE
Vector Number: 200
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 21
TN: 1
Measured: both
Acceptable Service Level (sec): 30

VDN of Origin Annc. Extension:
1st Skill: 5
2nd Skill:
3rd Skill:

Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec): 45
Multiple Call Handling: one-forced

Redirect on No Answer (rings): 3
Redirect to VDN: 4605
Forced Entry of Stroke Counts or Call Work Codes? y
change hunt-group 5 Page 3 of 3
HUNT GROUP

Message Center: none

LWC Reception: none
*******************************************
The RONA vector is 200 referenced earlier in the post. All redirect VDNS hit this vector.

 

[SF0751]

I notice that some of your skills have MCH = One-Forced (Multiple-Call Handling). Change those to either None, On-Request, or One-Per-Skill, and your RONA problem should go away. I suspect that the agents are on an ACD call when they received a forced 2nd ACD call, and the 2nd call is not being answered and is responsible for the RONA.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[theericho]

Thank you very much for your help. This was the first time I have ever posted a question on this site, hopefully I followed the proper procedures. I set all hunts that had MCH to NONE. Will see if this corrects issue.

Eric