Calls drop out of queue?

[oscar01]

I have CM6.3 and today was a very high call volume day. One client complained that when she called in for a couple hours most of the time she would hear the options to enter and would queue listening to hold music but half the time would eventually be dropped.

Is there something I should check to see if a limit was reached that would drop a call out of the queue? One time she said she pressed an option and got reorder tone. (Turkey tone) I'm not sure what report to run to see if this was possible.

Thanks,

Oscar

 

[ZeroZeroOne]

Unfortunately, there isn't any historical reporting on queues in CM.

Third party Call Detail Report (CDR) can be used to find the client's Caller ID and confirm the time of the call.
A Queue monitoring package (such as NFocus, Avaya CMS, or Taske) can show you some historical reports on what Agents, if any were logged in at the time of the call. The better ones can show details on the call flow and how long the client stayed at each step.

You can always review the vector to see if there are any problems with the programming. You may have to trace a call and watch what happens to try to recreate the problem.

 

[bleebrant]

You could check the events log. (display events) This is a record of all unexpected or errors that occur in vector processing. For example, it would show if any route to steps in a vector failed, if any timeouts occurred, etc. On the "Event Data 1" column the first digit is the vector number and the second number is the vector step where the error occurred.

 

[joe2938]

What is your queue limit set to on the hunt group?