Call Pilot is Busy

[BobZahn]

We have recently installed two BCM 400 systems for a client. On the first BCM the agents will sometimes get 'Call Pilot is Busy' when attempting to log into the phone. Generally this occurs when the system is being hit with a sizeable number of calls but most recently we are getting this error even when call volumes are at more respectable levels.

First BCM 400 is using 3.6 and 2nd BCM is using 3.7

Any assistance would be appreciated.

 

[biv343]

How many voicemail ports are activated in the MSC profile? The default is 6.

 

[BobZahn]

We bumped it up to 16 ports as the default was creating traffic jams while callers waited to hear the greeting or IVR options. They would hear excessive ringing until a voice part became available.

This was also when we were maxing out all 69 channels across three PRI's. Now that we have installed the 2nd BCM we have spread out the volume across the two systems and are seeing line activity between 30-50 on each system.

Finally no more busy signals but call pilot is busy won't go away.

 

[biv343]

Is ACD involved here as well? A port will be used each time a caller is hearing a greeting while in queue, or any message is playing to a caller. I ran into a similar issue once with a customer who had multiple PRI's that were getting hammered, and we changed the daytime routing table to distribute for a longer period of time instead of playing greetings every 30-45 seconds. That helped things out quite a bit.

Unfortunately I'm not familiar with how IVR functions in the BCM.

 

[BobZahn]

Yes we have both BCMs setup as Call Center ACD's but the first switch has 16 ports handling greetings and the CCR trees. Is that too many? I set the distribute steps longer this morning between the announcements when callers are in queue.

I have the following:

1.'all agents are busy message'
2.followed by 2:00 distribute
3.followed by 'all agents are busy message
4.another 2:00 distribute
5.followed by 'experiencing high call volumes'
6.go to step 4

 

[acewarlock]

Add more PEC III Cards and increse you Ports.

 

[BobZahn]

Adding more PEC III cards will get rid of the 'call pilot is busy' issue?

 

[3Sixty]

How many voice ports have been reserved for the call center?

The reason I ask is, The voice ports that are reserved for the call center can only be accessed by the call center.

The other thing I would check is on the call pilot under reports, Check the port usage and see how often all the ports are busy.

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

We have 16 ports active and 3 of them are reserved for the call center. The other 13 ports say 'voice mail' on them but I can see them playing greetings and ivr options as well. The BCM monitor works great for viewing this and currently we do not appear to be maxing out the 16 ports that are there.

Should I drop it down to 12 or 10? Does it matter that I have 3 call center and 13 voice mail currently?

 

[3Sixty]

The only thing you need to watch is as you increase the voicemail ports you take them away from some other applications.I would leave it alone it should be fine.

Marshall

I have an official tool you can have if you want to put your config in and check to see how much of the resources you are using on the BCM.

It is on my website somewhere

http://www.marshallshouse.co.uk

 

[BobZahn]

I wish it was that simple. The original issue is that agents get 'call pilot is busy' when trying to log back into their phone after taking a break. This usually happens when volumes are higher (10+ in queue and we have 30+ agents logged in).

I need a solution to prevent that from happening going forward. Is it a setting adjustment or is more hardware required?

 

[3Sixty]

You can not prevent calls from going to the voice mail.The more ports you open the more calls can be answered .If you have a busy call center you could have problems.

Marshall

http://www.marshallshouse.co.uk