Calls leaving vector unexpectedly

[3408phonegod]

I have a perplexing problem with a vector. Not sure how to go about figuring out what is wrong. I have 10-15 VDNs all pointed to the same Vector. About half of the VDNs are set up with a “Return Destination” extension that leads to a post-call survey on our IVR. The survey asks callers a few questions and then offers a chance for the caller to leave verbal comments in a voice mail box. The idea is that incoming calls are queued to our ACD agents but when the call is over, the caller is directed to the survey where they can evaluate our agent’s performance. About a dozen times a day (out of several hundred calls), a caller will leave a verbal comment (in an obviously irritated demeanor) indicating that their call went straight to the survey without them being directed to one of our agents. Obviously they don’t evaluate us very favorably. I don’t know if the call is being queued and then leaving the queue unexpectedly or if the call is never queued. There’s also the possibility, I suppose, that an agent is bungling the call answer, although this particular skill group is set up for ACD controlled “auto-answer.”

The contents of the vector is included below. It’s pretty standard stuff. The “goto” at step 8 checks to see if the incoming call is one from a VDN that gets the survey. If not, it skips the step that plays A1263 which informs the caller that there is a post-call survey available.

The question of course, is why do some calls just go straight to the post-call, return-destination extension? I have no doubt this is really happening, but I’ve made countless test calls and never experienced the issue myself. I’ve also watched countless traces of the vector and have never seen a call leave without going to an agent. Not sure where else to look here. Any ideas?

Number: 81 Name: Svc Dis Central
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 2 secs hearing ringback
02 goto step 27 if holiday in table 1
03 goto step 26 if time-of-day is all 20:00 to all 06:30
04 goto step 26 if time-of-day is fri 20:00 to mon 06:30
05 goto step 29 if staffed-agents in skill 95 > 0
06 queue-to skill 40 pri m
07 announcement 1607
08 goto step 10 if V4 <> 7700
09 announcement 1263
10 wait-time 6 secs hearing music
11 goto step 15 if T >= M
12 announcement 1202
13 wait-time 7 secs hearing music
14 goto step 12 if T < M
15 queue-to skill 69 pri m
16 queue-to skill 49 pri m
17 announcement 1607
18 wait-time 25 secs hearing music
19 announcement 1208
20 wait-time 25 secs hearing music
21 announcement 1208
22 wait-time 25 secs hearing music
23 announcement 1208
24 wait-time 25 secs hearing music
25 goto step 17 if unconditionally
26 route-to number 7290 with cov y if unconditionally
27 announcement 1235
28 goto step 26 if unconditionally
29 route-to number 1565 with cov n if unconditionally
30
31
32

 

[montyzummer]

have you got a day / time when you have had it reported if you have you could "display events" and set the logic to show day vector number ect and look to see if you can see anything that tallies


APSS (SME)
ACSS (SME)
ACIS (UC)

 

[3408phonegod]

I have numerous day/time instances where this has supposedly occurred (based on the day/time) when a caller leave us the angry voice mail message. "DISP EVENTS" does show any events for the vector. (I suspect this might be happening more often than I think. Probably a significant number of callers just hang up when they hit the survey.)

 

[montyzummer]

yes correct it does , I was hoping you may be able to identify something out of the ordinary that only happens once in a while if indeed you can tally the time of the angry response message to the events and post I can try and dechipher what is going on based on event type.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Stinney]

Agents playing games and disconnecting caller as soon as they get the call?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[3408phonegod]

If that's the reason, they better hope I don't catch them doing it!!

 

[smokinjoe2938]

one thing to look at would be the Queue limit on the hunt group for the agents, make sure it is unlimited.

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

 

[3408phonegod]

Q limit on SK-40 is unlimited and, in fact, number of calls waiting rarely exceeds 2.