calls are not redirecting to queue agents logged in are in AUX state

[GGS2006]

Hi guys,

I am new to Avaya. I working on change a group of users from CAG to ACD, so the Supervisor can monitor. I have created the skill, huntgroup, vector and VDN. But i am struck as calls are not redirecting to the queue agents are logged in but AUX state. Was wondering if i should delete the CAG, as i have user the same VDN just changing the new vector. Really appreciate, Please HELP !!!

CALL VECTOR

Number: 103 Name: XXXX
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing silence
02 goto step 11 if G > 0
03 goto step 11 if staffed-agents in skill 73 = 0
04 queue-to skill 73 pri m
05 announcement 1901
06 wait-time 30 secs hearing music
07 announcement 1902
08 wait-time 45 secs hearing music
09 goto step 7 if unconditionally
10 stop
11 route-to number 91XXXXXXXXX with cov n if unconditionally
12 stop

 

[boristhespider2]

You need to give the agents a auto-in button in a state of Aux they will never receive a call.Also to keep it tidy you want step 9 to goto step 2 rather than 7, to ensure your routing logic stays active in case of emergency etc.

 

[GGS2006]

Yes the agents have the auto in button assigned. But my question was should i delete the CAG. There is a vector to direct the calls to CAG and other vector is queues the call to skill 73. The VDN XXXX is the same all i am doing is changing is the vector #. Am I missing any step ?

 

[smokinjoe2938]

How is the hunt group built?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[GGS2006]

HUNT GROUP

Group Number: 73 ACD? y
Group Name: XXXX Queue? y
Group Extension: XXXX Vector? y
Group Type: ead-mia
TN: 1
COR: 78 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: 1 Port:
Time Warning Threshold: 30 Port:
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):



Interruptible Aux Threshold: none
Redirect on No Answer (rings): 3
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n
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):



Interruptible Aux Threshold: none
Redirect on No Answer (rings): 3
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n

 

[smokinjoe2938]

you still should be able to queue to these agents, exactly what is happening to the call, a list trace vector should tell more of what is going on here,also on step 1 make it 2 rings to collect caller id from caller.also bcms is useful to monitor the skill and agents.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[GGS2006]

LIST TRACE

time vec st data

10:24:17 0 0 ENTERING TRACE cid 14136
10:24:17 103 1 vdn eXXXX bsr appl 0 strategy 1st-found override y
10:24:17 103 1 wait 0 secs hearing silent
10:24:17 103 2 goto step 11 if G > 0
10:24:17 103 2 variable G = [0] global
10:24:17 103 3 goto step 11 if staffed in skill 73 = 0
10:24:17 103 4 queue-to
10:24:17 103 4 queueing to skill 73 pri m
10:24:17 103 5 announcement 1901
10:24:17 103 5 announcement: board 01A05 ann ext: 1901
10:24:25 103 6 wait 30 secs hearing music
10:24:17 103 5 announcement: board 01A05 ann ext: 1901
10:24:25 103 6 wait 30 secs hearing music
10:24:25 103 6 music announcement: board 003V9 ann ext: 1970
10:24:55 103 7 announcement 1902
10:24:55 103 7 announcement: board 01A05 ann ext: 1902
10:25:02 103 8 wait 45 secs hearing music
10:24:17 103 5 announcement: board 01A05 ann ext: 1901
10:24:25 103 6 wait 30 secs hearing music
10:24:25 103 6 music announcement: board 003V9 ann ext: 1970
10:24:55 103 7 announcement 1902
10:24:55 103 7 announcement: board 01A05 ann ext: 1902
10:25:02 103 8 wait 45 secs hearing music

 

[smokinjoe2938]

Looks like it is queuing ok but what happened to the rest of the trace? also if agents are under staffed or unavailable a bail option would be good here but vecor would need to be rewritten to do this.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[GGS2006]

Thanks for your help and suggestions.
After I deleted the CAG had the agents autoin they started to receive calls.

 

[smokinjoe2938]

I still would add 2 seconds to step #1 on vector 103 (wait time 2 seconds hearing silence) to pick up any caller id

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.