Disappering calls

[Benighted]

I'm getting complaints from agents that they receive calls that instantly disappear when they try to answer the call. When they try to answer a call it just drops out after half a second. Text just vanishes from the phoneset. No busy signal in the headset. No nothing. This only happens to calls transferred from the IVR. From CBC log :

Call ID: 1 159
13:19:26 Give Ringback NULL
13:19:26 Handed Over to Master Application NULL CDN: 6566 L_APP: Master_Script TRANSF INTERCALL_ID: 1526
13:19:26 Local Call Arrived NULL RTE: Internal Route TRK: 0 CDN: 6566 DNIS: CLID: 71199
13:19:28 Call Presented NULL AGT: xxxx
13:19:28 Task Flow Handed Off NULL TF: 1 TF: 10084
13:19:28 Application Interflowed NULL L_APP: Master_Script L_APP: Skillset_A
13:19:28 Dequeued From Skillset NULL SK_SET: Skillset_A PRI: 6 REASON: PRESENTED TIME_IN_Q: 0
13:19:28 Queued To Skillset NULL L_APP: Skillset_A SK_SET: Skillset_A PRI: 6 1st_TIME_QUEUED_TO_SKSET: YES
13:19:35 Local Call Released Agent_Name - xxxx NORM
13:19:35 Local Call Answered Agent_Name - xxxx SK_SET: Skillset_A

The script of the skillset that the IVR transfers to :

/* Title: CDN 6566 Skillset_A*/

IF OUT OF SERVICE Skillset_A THEN /* Sjekker om det er agent innlogget*/
QUEUE TO SKILLSET Skillset_B /* Setter telefonenen over til Kundeservice*/


/*DISCONNECT*/
END IF
/* Ko Script */

QUEUE TO SKILLSET Skillset_A
WAIT 2
/* Allow time in case an agent is available */
/* Allow time in case an agent is available */
GIVE RAN first_ran /* Gir talemedling , dagvent*/

GIVE MUSIC music_route

SECTION WaitLoop
IF NOT OUT OF SERVICE Brann THEN /* Sjekker om det er noen logget inn på Brann skillset*/
GIVE RAN Brann_ran /* GIR talemedling ved Brann*/
DISCONNECT
END IF
WAIT 28
IF NOT QUEUED THEN
IF OUT OF SERVICE Skillset_A THEN
GIVE RAN closed_ran /* Gir talemelding Natt*/
GIVE SILENCE
WAIT 2
DISCONNECT
ELSE
WAIT 2

END IF

END IF

GIVE RAN second_ran

EXECUTE WaitLoop

Any help is greatly appreciated. As always.

 

[sandyml]

Sounds like a race condition. It may be that the transfer from IVR is slow to release. Try putting this statement at the beginning of your Master Script:

GIVE RINGBACK
IF TRANSFERRED OR CONFERENCED THEN
WAIT 4
END IF

The above effectively gives you 6 seconds, or 1 ring cycle.

You may have to adjust the wait a bit. The reasoning is that if the call is still locked in a transferred or conferenced state, time is allowed for the transfer/conference to complete. Otherwise, the call proceeds along to the primary script, but as soon as the transfer/conference completes, the call is pulled back to the Master Script, where it restarts.

 

[Benighted]

Thanks for your reply sandyml. I will certainly try out your proposal. Can it have a negative impact on the other CDNs?

By the way; can the problem occur due to the fact that I do not have a wait x after IF OUT OF SERVICE Skillset_A THEN QUEUE TO SKILLSET Skillset_B.

 

[Milesprower]

You ALWAYS need the WAIT 2 statement after the Queue To Skillset command:
IF NOT OUT OF SERVICE skillset_sk THEN
QUEUE TO SKILLSET skillset_sk
WAIT 2
END IF

 

[sandyml]

Milesprower is right. About your other question -- if a call is not still in a transferred or conferenced state when it arrives (i.e., the call was transferred and the transfer/conference connection has already dropped), that command would not apply to them. It would give a brief burst of ringback tone, however. Depending on your other scripts, this could eliminate other problems. If that does cause problems, you could amend the command as follows:

IF TRANSFERRED OR CONFERENCED THEN
WAIT 6
END IF

 

[Benighted]

Many thanks for your replies. Now.. on to some testing