CCM Issue 1

[james1982]

has anyone else experienced interflow problems within the 6100 ccm

We basically maintain a large company who have agents (although this isint really a call centre environment)

We have a problem where calls dont interflow, mitel have basically said if the call is presented to an agent, no matter what timers are set (interflow timers, acd sx2000 logout timer etc) the call will never interflow.
We have an issue where basically if an agent forgets to logout the call is presented to an agent and mitel state this seen as an answered call, the acd logout timer expires and the agent is logged out but as the call has been presented to an agent it doesnt interflow.

Hope this makes sense, has anyone else had a problem like this before?
Persoanlly i feel as soon as the interflow timer is reached, the call should interflow, no matter where the call is, whether its presented to an agent or is queuing?

Thoughts??????

 

[drsmith45]

check system options in the SX2000
for auto log out last agent and test

 

[odiefoxydog]

Hi check the class of service for the agents. The option ACD 2000 Logout Agent No Answer Timer is what you may need to play with. If a call is presented to an agent's phone and not answered, once this timer expires the call is presented back to the path with all it's original timers in place.

 

[james1982]

this is what Mitel disagreed with.
They have basically said as soon as the call is presented to an agent, no matter what timers are set the call will never interflow.
Example - call enters path and is presented to 1 agent
-acd2000 logout timer expires and agent is automatically logged out
- the call then basically continues to ring in the path, theres no agents available so the call just rings and rings.

Mitel state the call will not interflow as the call is in the path and has been presented to an agent, the path unavailable answer point is irrelevant because its just been ringing on an agent,

I cant see how this is correct though?????????

 

[kwbMitel]

What you're saying rings true for my experience.

Once all the agents are logged off, subsequent calls will route properly but the first call is trapped.

My solution to this is to use Feature access codes to enable and disable the queues simulating a Day and Night service. The code to use is remote DND. This will force the queue to follow the path unavailable regardless of the status of the agents.

You must admit that if the agents logged off like they are supposed to, then there would be no issue. The Mitel is only doing what it is designed to do under the circumstances. It is not reasonable to expect it to compensate for user error.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[james1982]

Thank you kwb.
Ive replicated in house on my system, but havent been able to confirm what mitel said elsewhere.
Completely agree that if users logged off as they should there would be no issue.
The feature access code method is a good work around which i have never thought of before.
Definatly worth bearing in mind, this one had me scratching my head for a good few weeks.

Thanks again

 

[flyboy1701]

SMURF!!!!!!!!!!

If you had rung me I could have told you thats what we have had to do at NY

 

[odiefoxydog]

Just an aside re my previous post. Below is the extract from the 3300 help manual:

Agent No Answer Call Handling

An agent who fails to answer a call within a programmed amount of time is automatically logged out of ACD. The call is requeued as the oldest call in the queue, to all of the Agent Skill Groups prior to the call offer to the agent.

When the "ACD 2000 Logout Agent No Answer" COS timer expires, the following events occur:

*

The caller is automatically requeued into all Agent Skill Groups the caller was previously in as the oldest call within its priority.
*

The agent is logged out.
*

Note: If the "Auto Logout Last Agent No Answer" system option is set to "no", the caller will not be requeued when the "ACD 2000 Logout Agent No Answer" timer expires. Instead, the caller continues to hear ringback tone, recordings, music, or silence until the agent answers, the caller hangs up, an overflow or an interflow occurs.

That to me says a call will be requeued (assuming the agent isn't the last in the group and sys option set to no for last agent logout). I've seen data mining on the ccm to prove this. A call was shown as ringing an agent, the agent was logged out and the call interflowed fine after the timer.

 

[kwbMitel]

For Odie, The issue isn't whether it will interflow or not but whether once the last agent is logged out will it go to the Path Unavailable point.

It will not.

Read my previous posts for a way to avaoid this.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.