I have a CDN that is misbehaving. Occassionally, 4 or 5 times a day, a caller goes on hold waiting for the next available agent and receives dead air for 10 minutes or so and is never pushed over to an agent. The scripting looks all right and nothing has changed in the system. I have made several test calls that all went through but the problem persists with 1 call going to dead air today. Any suggestions on diagnosing the problem? Thanks.
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CDN Call Loss
- Thread starter Altayan
- Start date
bigindian65
Technical User
Are all acd sets acquired? Do any agents work outside of symposium?
Mato' Was'aka
Mato' Was'aka
- Thread starter
- #3
- Thread starter
- #5
bigindian65
Technical User
does the call ring to the agent & they press the In-calls key, or is it automatically presented to them with a beep in the headset.
If presented, I bet it is dead air because it is connected to an Agent not paying attention to having a call on the line, OR they are Idle and smoking, instead of being in MSB or NRD
Mato' Was'aka
If presented, I bet it is dead air because it is connected to an Agent not paying attention to having a call on the line, OR they are Idle and smoking, instead of being in MSB or NRD
Mato' Was'aka
- Thread starter
- #7
I will talk to the agents and see what I can find out concerning their breaks. I bet you hit the nail on the head witht the smoking bit. We have a couple of agents that aren't too keen, just wanted to make sure there wasn't something wrong with my side. Thanks bigindian65.
- Thread starter
- #8
Well looks like the agents are handling it properly. They are understaffed and thus taking longer than normal to answer calls. They want to change the scripting to reflect the longer wait times but I am not well versed in SWCS scripting. The current script is as follows. Thanks
/**************************************************
a_QE_PRECERT
Lead #: 800.687.0500/ 877.202.6379/ 806.473.2727
DNIS:
Menu Svc: TD 2727/ MS 2700
CDN: 2530
Created on 09/23/2004 by Tony Saucedo.
EON Systems, Inc.
972.740.1268
tony.saucedo@eonusa.com
**************************************************/
/********* This section checks for an AN OUT OF SERVICE SITUATION. *********/
SECTION inservice_check
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 6024
END IF
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 6024
END IF
/********* This section Queues the call, plays a RAN and begins MOH *********/
SECTION queuescall
/*
GIVE RAN ran_generic_greeting
*/
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
WHERE OLDEST CALL QE_PRECERT EQUALS
VALUE 00..90: GIVE RAN ran_ewt1min /* 1 MINUTE WAIT */
VALUE 90..179: GIVE RAN ran_ewt3min /* 3 MINUTE WAIT */
VALUE 180..7200: GIVE RAN ran_ewt5min /* 5 MINUTE WAIT */
END WHERE
GIVE RAN ran_generic_holdmsg
WAIT 4
GIVE MUSIC mus_hold /* ROUTE 10 */
/* -------------------------------------------------------------------------------------- */
/********* This section checks for OOS and plays a repeat MSG every 60 seconds. *********/
SECTION loop1
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 6024
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 6024
END IF
WAIT 10
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 10
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 6024
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 6024
END IF
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 30
GIVE IVR acd_mail_ivr WITH TREATMENT 625305 /* option to lv vmail msg */
EXECUTE loop1
/* -------------------------------------------------------------------------------------- */
/**************************************************
a_QE_PRECERT
Lead #: 800.687.0500/ 877.202.6379/ 806.473.2727
DNIS:
Menu Svc: TD 2727/ MS 2700
CDN: 2530
Created on 09/23/2004 by Tony Saucedo.
EON Systems, Inc.
972.740.1268
tony.saucedo@eonusa.com
**************************************************/
/********* This section checks for an AN OUT OF SERVICE SITUATION. *********/
SECTION inservice_check
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 6024
END IF
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 6024
END IF
/********* This section Queues the call, plays a RAN and begins MOH *********/
SECTION queuescall
/*
GIVE RAN ran_generic_greeting
*/
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
WHERE OLDEST CALL QE_PRECERT EQUALS
VALUE 00..90: GIVE RAN ran_ewt1min /* 1 MINUTE WAIT */
VALUE 90..179: GIVE RAN ran_ewt3min /* 3 MINUTE WAIT */
VALUE 180..7200: GIVE RAN ran_ewt5min /* 5 MINUTE WAIT */
END WHERE
GIVE RAN ran_generic_holdmsg
WAIT 4
GIVE MUSIC mus_hold /* ROUTE 10 */
/* -------------------------------------------------------------------------------------- */
/********* This section checks for OOS and plays a repeat MSG every 60 seconds. *********/
SECTION loop1
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 6024
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 6024
END IF
WAIT 10
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 10
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 6024
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 6024
END IF
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 30
GIVE IVR acd_mail_ivr WITH TREATMENT 625305 /* option to lv vmail msg */
EXECUTE loop1
/* -------------------------------------------------------------------------------------- */
bigindian65
Technical User
Would seem as long if you had GIVE MUSIC prior to the wait statements
Mato' Was'aka
Mato' Was'aka
acewarlock
Technical User
As bigindian65 asked, do the calls come to the agent with out having to hit a KEY or pickup a handset? Are they wearing a headset and the call just comes to them? I bet there just laying the headset down and walking away.
This is a Signature and not part of the answer, it appears on every reply.
This is an Analogy so don't take it personally as some have.
Why change the engine if all you need is to change the spark plugs.
This is a Signature and not part of the answer, it appears on every reply.
This is an Analogy so don't take it personally as some have.
Why change the engine if all you need is to change the spark plugs.
- Thread starter
- #11
acewarlock
Technical User
Post the ACD from LD 23 for that ACD.
This is a Signature and not part of the answer, it appears on every reply.
This is an Analogy so don't take it personally as some have.
Why change the engine if all you need is to change the spark plugs.
This is a Signature and not part of the answer, it appears on every reply.
This is an Analogy so don't take it personally as some have.
Why change the engine if all you need is to change the spark plugs.
- Thread starter
- #13
Disregard the 6024 in the script above, that was me checking something. The acd from 23 is:
REQ prt
TYPE acd
CUST 0
ACDN 2054
TYPE ACD
CUST 0
ACDN 2054
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 3650
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE
REQ prt
TYPE acd
CUST 0
ACDN 2054
TYPE ACD
CUST 0
ACDN 2054
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 3650
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE
- Thread starter
- #14
The script that is running for that is:
/**************************************************
a_QE_PRECERT
Lead #: 800.687.0500/ 877.202.6379/ 806.473.2727
DNIS:
Menu Svc: TD 2727/ MS 2700
CDN: 2530
Created on 09/23/2004 by Tony Saucedo.
EON Systems, Inc.
972.740.1268
tony.saucedo@eonusa.com
**************************************************/
/********* This section checks for an AN OUT OF SERVICE SITUATION. *********/
SECTION inservice_check
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 2054
END IF
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 2054
END IF
/********* This section Queues the call, plays a RAN and begins MOH *********/
SECTION queuescall
/*
GIVE RAN ran_generic_greeting
*/
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
WHERE OLDEST CALL QE_PRECERT EQUALS
VALUE 00..90: GIVE RAN ran_ewt1min /* 1 MINUTE WAIT */
VALUE 90..179: GIVE RAN ran_ewt3min /* 3 MINUTE WAIT */
VALUE 180..7200: GIVE RAN ran_ewt5min /* 5 MINUTE WAIT */
END WHERE
GIVE RAN ran_generic_holdmsg
WAIT 4
GIVE MUSIC mus_hold /* ROUTE 10 */
/* -------------------------------------------------------------------------------------- */
/********* This section checks for OOS and plays a repeat MSG every 60 seconds. *********/
SECTION loop1
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 2054
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 2054
END IF
WAIT 10
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 10
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 2054
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 2054
END IF
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 30
GIVE IVR acd_mail_ivr WITH TREATMENT 625305 /* option to lv vmail msg */
EXECUTE loop1
/* -------------------------------------------------------------------------------------- */
/**************************************************
a_QE_PRECERT
Lead #: 800.687.0500/ 877.202.6379/ 806.473.2727
DNIS:
Menu Svc: TD 2727/ MS 2700
CDN: 2530
Created on 09/23/2004 by Tony Saucedo.
EON Systems, Inc.
972.740.1268
tony.saucedo@eonusa.com
**************************************************/
/********* This section checks for an AN OUT OF SERVICE SITUATION. *********/
SECTION inservice_check
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 2054
END IF
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 2054
END IF
/********* This section Queues the call, plays a RAN and begins MOH *********/
SECTION queuescall
/*
GIVE RAN ran_generic_greeting
*/
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
WHERE OLDEST CALL QE_PRECERT EQUALS
VALUE 00..90: GIVE RAN ran_ewt1min /* 1 MINUTE WAIT */
VALUE 90..179: GIVE RAN ran_ewt3min /* 3 MINUTE WAIT */
VALUE 180..7200: GIVE RAN ran_ewt5min /* 5 MINUTE WAIT */
END WHERE
GIVE RAN ran_generic_holdmsg
WAIT 4
GIVE MUSIC mus_hold /* ROUTE 10 */
/* -------------------------------------------------------------------------------------- */
/********* This section checks for OOS and plays a repeat MSG every 60 seconds. *********/
SECTION loop1
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 2054
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 2054
END IF
WAIT 10
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 10
IF OUT OF SERVICE QE_PRECERT
THEN
ROUTE CALL 2054
END IF
IF NOT LOGGED OUT AGENT 700911
THEN
ROUTE CALL 2054
END IF
IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE QE_PRECERT
THEN
QUEUE TO SKILLSET QE_PRECERT WITH PRIORITY 3
WAIT 4
END IF
END IF
WAIT 30
GIVE IVR acd_mail_ivr WITH TREATMENT 625305 /* option to lv vmail msg */
EXECUTE loop1
/* -------------------------------------------------------------------------------------- */
bigindian65
Technical User
If you ever go in default mode, and that is the ACD of key zero on those sets, you are in big trouble with that maxp 1! Do you have a music route? You can reference it in sym so the callers have something to listen to.
Mato' Was'aka
Mato' Was'aka
- Thread starter
- #16
should I expand the maxp just in case? How do I reference the music route in symposium, I think it is route 10. Thanks again.
I just inherited this phone system after 3 months of experience with Nortel so I am really lost, thanks for your help and patience.
I just inherited this phone system after 3 months of experience with Nortel so I am really lost, thanks for your help and patience.
bigindian65
Technical User
In Scripting, In variables, there is a music folder Icon (depending on your sym version.) You make it a global variable, name it. then you can reference it in scripts
I E, My name is MUSIC_RAN
so - queue to
wait 2
GIVE MUSIC MUSIC_RAN
Wait 30 (or 45, or whatever)
etc, etc
Mato' Was'aka
I E, My name is MUSIC_RAN
so - queue to
wait 2
GIVE MUSIC MUSIC_RAN
Wait 30 (or 45, or whatever)
etc, etc
Mato' Was'aka
bigindian65
Technical User
everyone scripts a little different, before a wait XX command, I give music
and if that is your ACD queue (check key 0 on acdsets) yes change maxp, I don't think that is your ACD Q, it is built to forward. maxp 1 and NCFW is defined.
Mato' Was'aka
and if that is your ACD queue (check key 0 on acdsets) yes change maxp, I don't think that is your ACD Q, it is built to forward. maxp 1 and NCFW is defined.
Mato' Was'aka
- Thread starter
- #19
Once the user goes "in calls" calls come to their extension and they answer them by hitting the extension that has a call. I don't think they are just walking off because I went and talked to users and supervisors. Granted I cannot account for half-truths and lies, but... Any rate, I am going to try and work on the music aspect of the script to alleviate the dead air problem. THanks again for the help guys.
- Thread starter
- #20
Think I have this one solved. The mass link handler service for callpilot had gone out in the weeds. Restarted the service, restarted callpilot and now my ACCESS channels are all working properly. Looks like this corrected the issue as I have had no more complaints.
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