CMS Max Delay

[Jsaunde7]

I have a vector of the below where once call queues, if it's not answered within 60 seconds, it flows to another VDN that queues to a different Skill also with checks if no agent is staffed it routes to another VDN and queue. when I look at the Max delay in my CMS skill reports on some days I see a Max Delay of 6 minutes, 12 minutes, and even 20 minutes. I do have Ring on No Answers coming right back into this same vector. When I check my RONA's during those time frames, I don't see any. One other thing to add is that before calls queue to this skill, they held in another skill. All the help would be appreciated.

37 goto step 48 if calls-queued in skill 2nd pri h >= 3
38 queue-to skill 2nd pri h
39 wait-time 5 secs hearing music
40 announcement 1234
41 wait-time 15 secs hearing music
42 announcement 1234
43 wait-time 15 secs hearing music
44 announcement 1234
45 wait-time 10 secs hearing music
46 goto step 19 if staffed-agents in skill 2nd = 0
47 goto step 49 if unconditionally
48 route-to number V6 with cov n if unconditionally
49 route-to number V8 with cov n if unconditionally

 

[Jsaunde7]

Anyone out there that can shed some light?

 

[europe2]

Do not know exactly what you are trying to achieve, would need the whole vector.

Remenber a call can be put in 3 queues at max.

Also when you do a route to, the call is dequeued froem queue's it is already put in to