Calls sitting in Queue - never ringing skillset

[Fish2172]

ok, odd item number 2.

Have several skillsets. Calls come in, hit the queue, and sit there...for up to 2900 tics.

I thought at first it was simply a case of phantom calls.

I had a reboot of the symposium server to do anyway, so, with a reset of the switch - poof.

Problem goes away. Or so I thought.

I had the supervisor attempt to recreate the issue. She did. Successfully.

In checking and rechecking the scripts, the system looks fine.

what, if anything, can I do?

Sean

 

[Jay2003]

Try running PSCAN

Open a command box and type PSCAN, If you vendor hasn't tied this down ou can check age of call etc through multiple options, Waiting, Queued, Not answered etc.

Jason

 

[Slaan1974]

can you send your script to this forum?
so we can have a look at it

 

[Fish2172]

Jay, thanks! Pscan allowed me to clear the calls, but I need to verify that the calls are real, and not phantoms.

Slaan - here it is - 2 scripts.

Auto Attendant
/*Auto Attendant 2 script skillset Created by Sean Conley 6/4/04 for CDN 8851 */

IF (DAY OF WEEK = MONDAY..SATURDAY AND TIME OF DAY = 08:00..20:00) THEN
GIVE IVR 2200 WITH TREATMENT 1112
EXECUTE Open_Business
ELSE
EXECUTE Closed_Business
END IF

GIVE MUSIC 13

GIVE RINGBACK
WHERE CDN EQUALS
VALUE 2604: QUEUE TO SKILLSET My_Imuran
WAIT 2
VALUE 2605: QUEUE TO SKILLSET My_Imuran
WAIT 2
VALUE 2606: QUEUE TO SKILLSET My_Imuran
WAIT 2
VALUE 2607: QUEUE TO SKILLSET My_Imuran
WAIT 2
END WHERE

SECTION Open_Business
IF NOT OUT OF SERVICE Reception THEN
QUEUE TO SKILLSET Reception
WAIT 2
ELSE
EXECUTE Auto_Emergency
END IF

GIVE IVR INTERRUPTIBLE 2200
WITH TREATMENT 2800
WAIT 15

SECTION LOOP
IF AGE OF CALL >300 THEN
IF NOT OUT OF SERVICE Reception THEN
QUEUE TO SKILLSET Reception WITH PRIORITY 1
WAIT 2
END IF
END IF
GIVE IVR INTERRUPTIBLE 2200
WITH TREATMENT 2801
WAIT 15
EXECUTE LOOP

SECTION Closed_Business
GIVE IVR 2200
WITH TREATMENT 1113

SECTION Auto_Emergency
GIVE IVR 2200
WITH TREATMENT 1113
DISCONNECT


and Script Number 2
/*Genzyme skillset Created by Sean Conley 6/4/04 for CDN 0598 */

IF (DAY OF WEEK = MONDAY..FRIDAY AND TIME OF DAY = 07:30..17:00) THEN
IF NOT OUT OF SERVICE Genzyme THEN
GIVE IVR 2200 WITH TREATMENT 2803
EXECUTE Open_Business
END IF
ELSE
EXECUTE Closed_Business
END IF

SECTION Open_Business
IF NOT OUT OF SERVICE Genzyme THEN
QUEUE TO SKILLSET Genzyme
WAIT 2
ELSE
EXECUTE Genzyme_Emergency
END IF

GIVE IVR INTERRUPTIBLE 2200
WITH TREATMENT 2805
WAIT 30

SECTION LOOP
GIVE IVR INTERRUPTIBLE 2200
WITH TREATMENT 2806
WAIT 60
IF AGE OF CALL >300 THEN
QUEUE TO SKILLSET Genzyme BY LONGEST IDLE AGENT WITH PRIORITY 1
WAIT 2
END IF
EXECUTE LOOP

SECTION Closed_Business
GIVE IVR 2200
WITH TREATMENT 2804

SECTION Genzyme_Emergency
GIVE IVR 2200
WITH TREATMENT 2804
DISCONNECT

 

[Fish2172]

So, after much hoopla, the culprit?

A damned PBX software patch.

Knocked em all out.

Hurrah.

Stupid non contractual obligatory idiots masquerading as sales and support for Nortel.

Grrr.

 

[Supernn]

In the loop you didn't check whether the call was queued or not. There's also no end in the loop.

Also in the top script you've set the check on time of day with an else to the closed section.
After that you've inserted CDN's which are never to be treated properly as you skip either to Open_Business or to Closed_Business.

Please look at the following (Call_Variable => Init_Skill = Skillset = Default_Skillset):
Auto Attendant
/*Auto Attendant 2 script skillset Created by Sean Conley 6/4/04 for CDN 8851 */

GIVE RINGBACK
WHERE CDN EQUALS /* The skillset are all the same and the CDN's are likelly to be internal*/
VALUE 2604: Init_Skill ASSIGNED My_Imuran EXECUTE Open_Business
VALUE 2605: Init_Skill ASSIGNED My_Imuran EXECUTE Open_Business
VALUE 2606: Init_Skill ASSIGNED My_Imuran EXECUTE Open_Business
VALUE 2607: Init_Skill ASSIGNED My_Imuran EXECUTE Open_Business
END WHERE

IF (DAY OF WEEK = MONDAY..SATURDAY AND TIME OF DAY = 08:00..20:00) THEN
GIVE IVR 2200 WITH TREATMENT 1112
Init_Skill ASSIGNED Reception
EXECUTE Open_Business
ELSE
EXECUTE Closed_Business
END IF

SECTION Open_Business
IF OUT OF SERVICE Init_Skill THEN EXECUTE Auto_Emergenbcy END IF
IF NOT QUEUED THEN
IF NOT OUT OF SERVICE Reception THEN
QUEUE TO SKILLSET Reception
WAIT 2
END IF
END IF
GIVE MUSIC 13
GIVE IVR INTERRUPTIBLE 2200 WITH TREATMENT 2800
WAIT 15

SECTION LOOP
IF OUT OF SERVICE Init_Skill OR AGE OF CALL > 3600 THEN EXECUTE Auto_Emergency END IF
IF AGE OF CALL >300 THEN
IF NOT OUT OF SERVICE Reception THEN
QUEUE TO SKILLSET Reception WITH PRIORITY 1
WAIT 2
END IF
END IF
GIVE IVR INTERRUPTIBLE 2200 WITH TREATMENT 2801
GIVE MUSIC 13/*Extra, it might have skipped the previous one*/
WAIT 15
EXECUTE LOOP

SECTION Closed_Business
GIVE IVR 2200 WITH TREATMENT 1113 DISCONNECT

SECTION Auto_Emergency
GIVE IVR 2200 WITH TREATMENT 1113 DISCONNECT


Try the same setup for the other script