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Calls stuck in queue

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tone70

tone70

Technical User
Dec 14, 2007
238
US
Hello to all. I'm experiencing complaints from one of my call centers as they're receiving customer complaints that they are stuck in queue for long periods of time without the call ever making it to an agent. When running the CMS reports or checking this particular queue in real time, you don't see any calls being queued up for any periods of time that are out of the ordinary. The frustrating thing is that I've got 2-3 other small call centers that use these same trunks, without those type of complaints. I'm having the carrier look at the trunks, which are PRI for any anomolies. Has anymore else exerienced this type of an issue, and if so, where do I begin to look for some kind of resolution? Any help at this point will be greatly appreciated. My PBX is CM 5.2.1. Thank You.
 
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do some test calls into the queue, monitor bcms skill number to see if any agents are logged in, this will also tell you how many calls are waiting. Also on the hunt group for this split or skill make sure Queue limit is set to unlimited or a high value
 
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Do you have RONA setup on the hunt-group / split / skill?
Usually this occurs when an agent steps away without making their agent unavailable. Call rings at the phone
until caller drops or agent returns.
RONA will move the agent to Aux Work and send the call back to the Queue.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]
 
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Thank you both for your responses. I'm making a change to the queue limit to see if that helps. I'll keep you posted.
 
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you can also run the "display internal-data hunt xxx" you can see if there is actually calls stuck in the queue from those pages , infact all information related to the group is on those 4 pages , so try running the command next time the issue is reported.

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.
 
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montyzummer, that command does't show up when I attempt to run it. CM 5.2.1 is my software version
 
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You would need to be using "dadmin" or Avaya services login to have access to the command.
Code: 
display internal-data hunt-group 98                             Page   1 of   4 

    HNT_GRP hnt_tbl[  98] for 00820062

type:ucd-mia num_memb:0    mbr_min:1501 mbr_max:0    ht_mbmx:7000 d1:-1 d2:-1
annc1:00000000  annc2:00000000        ncalls_qwarn:-1   time_qwarn:-1 
uid_ncalls:00000000  cid_ncalls:00000000 uid_time:00000000 cid_time:00000000
free_h:FFFFF free_t:FFFFF used_h:FFFFF used_t:FFFFF mbr_h:FFFFF mbr_t:FFFFF
ns_ext:0                ns_uid[0]:00000000 [1]:00000000 [2]:00000000
inthresh:999 supv:00000000 tacw:0    isdn_dis:null     changed:n eanswer:n
cf_dest:000000000000000000 meas_by:none     mch_type:none          data_group:n
asai_linkst:n ctrl_uid_asai:00000000 adj_link:0    adj_idx:00 dhqueue_lim:0  
dom_asai_uid[0]:00000000 [1]:00000000 [2]:00000000 [3]:00000000
dom_asai_uid[4]:00000000 [5]:00000000 [6]:00000000 [7]:00000000
notf_uid_asai[0]:00000000 [1]:00000000 [2]:00000000
notf_uid_asai[3]:00000000 [4]:00000000 [5]:00000000
noans_intvl:0   noans_dest:00000000 rona_agt:00000000 noans_uid[0]:00000000
wat_init:180 wat[low]:737280   [med]:737280   [high]:737280   [top]:737280  
ewt_flags:00 wrk_agts:0     asa:0     sls_1_thresh:0      sls_2_thresh:0     
srvc_obj:20   sls_option:n sls_state:0 sls_ocw:n sls_cso:n wsl:800000  
sls_1_tadmin:-1   sls_2_tadmin:-1   dyn_thresh_adj:n dyn_percent_adj:n
slt_pct:80 slt_tim:20   sl_acc:0        sl_tot:0        aSL:0   dyn_queue_pos:n
display internal-data hunt-group 98                             Page   2 of   4 

    HNT_GRP hnt_tbl[  98] for 00820062

FLAGS qsig_mwi:y vm_msa:n audix:n acd:n cpn:n iprio:n recur2:n serv_mde:n fp:n
rem_audix:n vector:n casai_adj:n nasai_adj:n fes:n primary:n skill_grp:n aas:n
sip_adj:n dhqueue:n lapref:n
    HNT_QIDX hnt_qhead[  98] for hunt-group 00820062 is -1   
    TOP 10 of    0 CALLS in H_QUEUE hnt_que[-1   ]

                               dac                    orig              call
qidx cid      orguid   trmtime agt_uid  a_key    next qpos srvobj rsn a prio s
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
0    00000000 00000000 000000  00000000 0        0    0    0      0   0 null n
display internal-data hunt-group 98                             Page   3 of   4 

    HNT_GRP hnt_tbl[98  ] FREE LIST

TOP 10 of 0    AGENTS in FREE LIST
ext           logid         lvl r ra ar all wrk occ a
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
display internal-data hunt-group 98                             Page   4 of   4 

    HNT_GRP hnt_tbl[98  ] USED LIST

TOP 10 of 0    AGENTS in USED LIST
ext           logid         lvl r ra ar all wrk occ a
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n
                             0  n n  n    0   0   0 n


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]
 
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