Call Forcing not working

[JERO57]

Hi All,

I have a CCMS 6.0 connected to a CSE 1000 (OPT 81C) and is fronted by an IVR. Two of the Call Presentation Classes that are used by roughly 30 agents are set with a Call Force Delay of 2 and return to queue time of 1, both with Break Time of 2. Only a small percentage of calls are being forced in this skillset and majority of calls are presenting with "Please press any key to accept this call" repeatedly. All calls to this skillset should be forced with a delay of 2. This began after a crash about a month ago. Agent Order Preference is Longest time in idle state since status change. Any ideas or has anyone experienced something like this? Thanks in advance

Jero57

 

[bajangsa]

Are you sure it is a good idea to have a delay of 2 sec and return to queue 1?
I have no experience with it myself since very few people here use call forcing, but I would think you ought to have the return to queue time bigger hand the call force delay in order for it to work.

 

[captaingadget]

I'm tending to agree with bajangsa, it seems risky to have a return to queue time that is shorter than the delay timer. It is also bettter to have the agent order preference to "longest idle agent since last ACD call" because an agent can reset their status by momentarily pressing the DN key for example and avoid being the longest idle.

 

[JERO57]

Thanks for your responses. I will adjust both parameters but I am thinking this is more a problem with my IVR.

Jero57

 

[Milesprower]

Agree that you could have an issue with IVR. Nortel does not make an announcement (Please press any key to accept this call) during call presentation.