Hope everyone is well.
Have a weird issue with regards to our ACD path.
We have the Mitel MiVoice Business Release 9.0 SP3 and the clients are using micollab 8.1.2.104.
We’ve configured the system so a caller can only wait for a maximum of 15 minutes a RAD message is played and the call cuts out. This is done via the Interflow Time Out.
I’ve tested this by calling the ACD patch direct DDI and also from the IVR and all tested fine and behaved exactly how its been set up.
We’ve had reports on callers waiting over an hour in the last week or so. After spending some time investigating, at this stage it seems like the ACD agent may have declined the call. The caller should be placed back in the queue from my understanding, but this doesn’t seem to be the case. Has anyone else experience this?
I did check CCM reporting, and I can see the caller waited for 58 minutes.
Is there anything I need to check to ensure the maximum time a caller is waiting is 15 minutes.
Thanking you in advance
Have a weird issue with regards to our ACD path.
We have the Mitel MiVoice Business Release 9.0 SP3 and the clients are using micollab 8.1.2.104.
We’ve configured the system so a caller can only wait for a maximum of 15 minutes a RAD message is played and the call cuts out. This is done via the Interflow Time Out.
I’ve tested this by calling the ACD patch direct DDI and also from the IVR and all tested fine and behaved exactly how its been set up.
We’ve had reports on callers waiting over an hour in the last week or so. After spending some time investigating, at this stage it seems like the ACD agent may have declined the call. The caller should be placed back in the queue from my understanding, but this doesn’t seem to be the case. Has anyone else experience this?
I did check CCM reporting, and I can see the caller waited for 58 minutes.
Is there anything I need to check to ensure the maximum time a caller is waiting is 15 minutes.
Thanking you in advance