Calls in Queue which are not sent to available reps 1

[klmnop]

Hi,

We've noticed this happening a few times recently. Can anyone see anything wrong with our setup?

Sales Call is answered. Rep makes determination that call should be in another queue, and transfers call (to VDN 5633, 1st skill 103).

Agents are staffed and available in skill 103 but no-one gets the call. Caller eventually abandons. (We've seen them wait up to 20 minutes, ouch).

Thanks,

klmnop


VECTOR DIRECTORY NUMBER

Extension: 5633
Name: v5633_DlrSvc Trnsfr
Vector Number: 100
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 79
TN: 1
Measured: both
Acceptable Service Level (sec): 20

VDN of Origin Annc. Extension: 5852
1st Skill: 103
2nd Skill:
3rd Skill:

CALL VECTOR



display vector 100 Page 1 of 3
CALL VECTOR

Number: 100 Name: Q_Intnl Trnsfr
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? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 goto step 12 if staffed-agents in skill 811 > 0
02 goto step 12 if staffed-agents in skill 199 > 0
03 queue-to skill 1st pri m
04 wait-time 5 secs hearing music
05 wait-time 30 secs hearing music
06 goto step 12 if staffed-agents in skill 811 > 0
07 goto step 12 if staffed-agents in skill 199 > 0
08 wait-time 2 secs hearing music
09 wait-time 45 secs hearing music
10 goto step 6 if unconditionally
11 stop
12 disconnect after announcement 5899
13 stop
14
15
16
17
18
19
20
21
22

 

[koglass]

Take a look in "Display Events" for Vector 100 and see what you can possibly see for the Vector. You may see event types repeating for that call flow. It may point you in the right direction where the vector may be failing.

 

[klmnop]

Thanks koglass.

Events does not show me anything, but one of the supervisors was able to reproduce the issue.

Long story short, agents are staying on available in this skill and leaving their desks.

Is there any way to set a number of rings so that if this happens, a call will ring x number of times, log the agent out, and go back into queue?

 

[Stinney]

Change the Redirect on No Answer (rings) field on page 2 of the hunt group.

You can also enter a a VDN in the Redirect to VDN field and then run reports on the VDN to see how many times it's going to RONA.

We have a custom report that we use to run against agent IDs to show how many calls RONAed from their login.

- Stinney

Quoting only proves you know how to cut and paste.

 

[Stinney]

Also, the reason you are seeing the calls as still in queue, is that the Calls Waiting and Oldest Call Waiting fields in the Skill reports include calls that are ringing on an agent's phone.

I customized a report that will show the 2 separate items that make up Calls Waiting (INQUEUE and INRING). This way I can see calls that are actually in queue and those that are actually no longer waiting in queue but ringing on an agent's phone.


- Stinney

Quoting only proves you know how to cut and paste.

 

[abacks]

I logged on this morning to post the same problem - simple non-EAS ucd-mia hunt group, 4 members, always logged in, vector controlled, no CMS for reporting.

When I made test calls yesterday, monitor bcms split 6 report showed me in queue when 2 agents were available, and I stayed there for more than a minute. RONA is not activated. List bcms agent reports show that 2 agents are receiving many more ACD calls than the other 2

Strange but true.

your thoughts?

Andy Backs
CBTS

 

[SF0751]

Please post your question in a new thread.

Hijacking is not polite.

Susan
You can have it all. You just can't have it all at once.

 

[klmnop]

Stinney,

THANKS!!

Best,

klmnop