I have a skill group that is ead-mia, all agents are skill-level 1, and there is one agent that regardless of what I change, he will not get the next call if he has been the mia. I have removed his login, duplicated it from another, which works fine, but he still will sit in queue for 25 minutes without taking any calls, while others only idle a few minutes/seconds will take a call. He does make AUX OUT calls, which I instructed them for the past hour, NOT to allow him to do that, and see if he receives calls since he would remain idle, and it worked for about 4 calls and then he went into long available time again, not getting calls. They are all set to auto-in, phones match, logins match....simply put...HELP!
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Call Queue Issue 1
- Thread starter pkenagy2
- Start date
cms trace. it'll show what keys are pressed if he's bouncing out and in
or, just having a CMS supervisor real time report open of idle time. See for a fact that he's available >10 mins and others are getting calls being available for <10 min
or, just having a CMS supervisor real time report open of idle time. See for a fact that he's available >10 mins and others are getting calls being available for <10 min
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So here is my "theory"...he has figured out that when he is next in line to get a call, he makes an Aux Out call, which drops him back into having a recent call, and no longer the mia, correct? I have had a trace up on him the last 2 days, and that is what it looks like to me. You did make me wonder though when you said to run a real time report and look at the < o > 10 minutes if that is a cause of concern. I have not looked at that report. Would that be an "agent" specific report or a group report? ty!!!!
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Yeah. OK. So, that's 'time in current state' - so it doesnt look like hes cheating. It could be another problem. And, I'm just spitballin here, but hear me out!
Suppose that's a at-home-agent on VPN. They come in via a certain IP address for VPN different than users in the office. CM has network regions and this magical way of routing voip between networks. Suppose that this person is in a region that has no voip connection to the region the calls are coming in - maybe your calls come in 2 SIP trunks from 2 data centers and 1 data center has no connection to buddy. It's entirely plausible that he'd stay in his state of available not taking calls. CM might be thinking "ok, buddy is next up in the queue!" but the source of that call has no programmed PBX path to the destination, so it can't be routed to him and instead goes to the next person.
I'd status station "his extension" along with people not like him to see if they're alike/same office/same IP subnet/same vlan/etc.
If CM's not picking him, there's a reason. Maybe someone changes his skill level to 2 in CMS supervisor (that change happens on the fly) Otherwise, there would have to be some other underlying reason why the system can't route him that call.
Do you have any insight onto why the PBX might think buddy's any different?
Suppose that's a at-home-agent on VPN. They come in via a certain IP address for VPN different than users in the office. CM has network regions and this magical way of routing voip between networks. Suppose that this person is in a region that has no voip connection to the region the calls are coming in - maybe your calls come in 2 SIP trunks from 2 data centers and 1 data center has no connection to buddy. It's entirely plausible that he'd stay in his state of available not taking calls. CM might be thinking "ok, buddy is next up in the queue!" but the source of that call has no programmed PBX path to the destination, so it can't be routed to him and instead goes to the next person.
I'd status station "his extension" along with people not like him to see if they're alike/same office/same IP subnet/same vlan/etc.
If CM's not picking him, there's a reason. Maybe someone changes his skill level to 2 in CMS supervisor (that change happens on the fly) Otherwise, there would have to be some other underlying reason why the system can't route him that call.
Do you have any insight onto why the PBX might think buddy's any different?
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what IP does he have?
Your network region is defined a few ways. If you 'display ip-network-map' you'll see certain subnets map to certain regions. If you have an IP that is NOT defined in the map, then your phone inherits the region of the thing it registers to - which in older systems is a CLAN card (of which you'd likely have many) and in newer systems is the CM server itself.
Your network regions normally should be set up to all speak to each other and you can administer bandwidth controls so you don't send >10 calls to a site with only 10 calls worth of WAN bandwidth for voice. I'd reckon your system could probably use some rejigging! Maybe buddy's phone is on a new switch and didn't figure out the VLANs right and that's why he's defaulting to a region different than the others.
Otherwise, the quick and dirty fix if he's an IP phone is to change ip-network-map and make a new entry that starts and finishes with just his IP and say that that is in region 1. He won't need to logout or anything, CM will just consider that IP in region 1 from that point on.
Your bigger problem is what region your calls are coming from and why that region isn't allowed talking to region 4!
Your network region is defined a few ways. If you 'display ip-network-map' you'll see certain subnets map to certain regions. If you have an IP that is NOT defined in the map, then your phone inherits the region of the thing it registers to - which in older systems is a CLAN card (of which you'd likely have many) and in newer systems is the CM server itself.
Your network regions normally should be set up to all speak to each other and you can administer bandwidth controls so you don't send >10 calls to a site with only 10 calls worth of WAN bandwidth for voice. I'd reckon your system could probably use some rejigging! Maybe buddy's phone is on a new switch and didn't figure out the VLANs right and that's why he's defaulting to a region different than the others.
Otherwise, the quick and dirty fix if he's an IP phone is to change ip-network-map and make a new entry that starts and finishes with just his IP and say that that is in region 1. He won't need to logout or anything, CM will just consider that IP in region 1 from that point on.
Your bigger problem is what region your calls are coming from and why that region isn't allowed talking to region 4!
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