EWT coded but does not always work 1

[AvayaHelp]

I have the following hard coded vector:

01 goto step 18 if staffed-agents in skill 1st = 0 (if no agent logged in has the skill)
02 queue-to skill 1st pri m
03 goto step 19 if calls-queued in skill 1st pri m > 6 (redirects the call if the 7th is queued during a certain time of day)
04 goto step 23 if calls-queued in skill 1st pri m > 90 (queue threashold)
05 goto step 11 if expected-wait for skill 1st pri m < 60
06 goto step 13 if expected-wait for skill 1st pri m < 120
07 goto step 15 if expected-wait for skill 1st pri m > 300
08 wait-time 60 secs hearing music
09 announcement 30002 (All Agents busy ANNOUNCEMENT)
10 goto step 8 if unconditionally
11 announcement 30002 (EWT ANNOUNCEMENT)
12 goto step 8 if unconditionally
13 announcement 30003 (EWT ANNOUNCEMENT)
14 goto step 8 if unconditionally
15 announcement 30004 (EWT ANNOUNCEMENT)
16 goto step 8 if unconditionally
17 stop
18 route-to number <9external> with cov y if unconditionally
19 goto step 5 if time-of-day is fri 15:01 to mon 04:59
20 goto step 22 if time-of-day is all 05:00 to all 15:00
21 goto step 5 if unconditionally
22 route-to number 4321 with cov y if unconditionally (sends the call off-net)
23 busy

The goal is to have one of three announcements play based on the EWT perameters, there is a time of day factor but this should not affect anything, the EWT does not always work. Sometimes you call and get the EWT message and sometimes you get music for 60 seconds. The call volumes are approx. 400 calls a day. You should hear the EWT message right away before the music.

Anyone see something wrong?

Avaya, Octel, AUDIX, CMS and other fun stuff.

&quot;There is always a way, it may not be pretty but there is always a way.&quot;

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D

 

[GuzaPasha]

Try the following to determine how the wet is changing during the day.
list trace ewt ....

Your music is always played if the EWT is below 60s, as you describe it using the if statements in the vector.

Also goto step 8 tells you always to go to the music then to hear appropriate anns. I think this is not so good.

Why dont you first tell the callers EWT time then put the step hearing music at the end of the EWT part, before the step 17th. then goto the first if statement to check it again, cos it is dynamicly changed as the callers are in the queue.
here is the example

05 goto step 11 if expected-wait for skill 1st pri m < 60
06 goto step 13 if expected-wait for skill 1st pri m < 120
07 goto step 15 if expected-wait for skill 1st pri m > 300
09 announcement 30002 (All Agents busy ANNOUNCEMENT)
10 goto step 17 if unconditionally
11 announcement 30002 (EWT ANNOUNCEMENT)
12 goto step 17 if unconditionally
13 announcement 30003 (EWT ANNOUNCEMENT)
14 goto step 17 if unconditionally
15 announcement 30004 (EWT ANNOUNCEMENT)
16 goto step 17 if unconditionally
17 wait-time 60 secs hearing music
18 goto step 5 if uncoditionaly

Hope this helps
GuzaPasha

 

[PBXTekky]

I believe your problem may be in steps 6 and 7. If the call is greater than the 120 in step 6 but less than the 300 then the caller will hear the music via step 8. The calls that you are running into that are hearing the music instead of the ewt announcements is because the ewt for that call is greater than 2 minutes but less than 5 minutes.

 

[AvayaHelp]

GuzaPasha - that makes total sence, I think you are right, thanks for the second pair of eyes on this.

Avaya, Octel, AUDIX, CMS and other fun stuff.

&quot;There is always a way, it may not be pretty but there is always a way.&quot;

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D