Forced Disconnect calls column in VDN interval report in CMS 2

[mateo99]

Hi Sirs,

I am having Forced Disconnect calls in one of my VDN report, any idea whats causing those calls?

here is the vector:

display vector 620 Page 1 of 3
CALL VECTOR

Number: 620 Name: AU Wella Main
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing ringback
02 announcement 3826
03 goto step 10 if time-of-day is mon 15:30 to tue 05:29
04 goto step 10 if time-of-day is tue 15:30 to wed 05:29
05 goto step 10 if time-of-day is wed 15:30 to thu 05:29
06 goto step 10 if time-of-day is thu 15:30 to fri 05:29
07 goto step 10 if time-of-day is fri 15:03 to mon 05:29
08 goto step 10 if holiday in table 12
09 goto step 13 if unconditionally
10 collect 1 digits after announcement 3595 for none
11 goto step 18 if digits = 1
12 goto step 10 if unconditionally
13 collect 1 digits after announcement 3838 for none
14 route-to number 3621 with cov n if digit = 1
15 route-to number 3622 with cov n if digit = 2
16 goto step 13 if unconditionally
17 stop
18 messaging skill 99 for extension 2626
19 stop
20
21
22


Thanks!

 

[Stinney]

Do a: display events command in your system and search for events for vector 620

Forced Disconnects should only happen when the vector disconnect timer expires or calls that reached the end of vector processing without being queued.

It's possible that you have instances where the queuing to skill 99 is failing and the vector stops at line 19.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[mateo99]

Thanks for the reply Sir,


Event Event Event Event First Last Evnt
Type Description Data 1 Data 2 Occur Occur Cnt

3 1000 steps executed 620/16 3026 03/28/14:49 06/13/09:40 5
1 Drop: not queued at stop 620/16 3026 03/28/14:49 06/13/09:40 5
81 No digits collected 620/14 32A9 04/11/09:00 06/19/13:25 255
81 No digits collected 620/15 32A9 04/11/09:00 06/19/13:25 255

above are the logs that i got from disp event coomand.

can you help me whats causing that "Drop: not queued at stop"

Thanks!

 

[montyzummer]

The call is routing through the Vector and hitting the stop as no digits are being collected (the not queued simply means you don't have that logic applied to the vector you are using route-to commands that said, it looks like somebody calling in and just doing nothing so applying a queue-to would not solve anything.

The events clearly show that it is not an issue with the messaging skill as it never reaches step 18 , the furthest it gets to is step 16 , I agree with Stinney and the vector is timing out , to get round this you could try adding a route to number XXXX (catch all or receptionist) to force these types of calls to a valid destination.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[montyzummer]

IN fact here is an explanation of your event types that actually does not fit with what I first thought(time out) , the event type for a time out is type 5 you are not showing that so there must be something else going on here , Seeing as 3 is the first event in your printout. Explanation Below

I would throw a call into the vector list trace the vector and sit and do nothing and watch to see what happens , but my guess is still that calls are hitting the vector not doing anything looping round and the system eventually bins it off.




The following table provides a list of events, the brief description that displays on the screen,
and a full explanation of the event.
Event
type
Event description Explanation
1 Call dropped; call not
queued at stop step.
Vector processing ended without the call being queued
to a split and, as a result, the call cannot be answered.
This implies that some default condition was not
programmed or that the vector was designed to not
always answer the call. Also, call was subsequently
dropped.


2 Vector with no steps The call encountered a vector with no steps
administered.


3 10,000 step executed This can occur due to the following:
Incorrect vector programming (for example, including a
series of goto steps that point to one another)
Vector events
Programming Call Vectors in Avaya Aura™ Call Center 6.0 June 2010 353
Event
type
Event description Explanation
Excessive repetition of a programmed loop during a
single call (for example, recurring announcement-wait
loop)




APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Stinney]

This is being caused by a continual loop between steps 13 to 16. The executed step limit used to be 1,000 steps in CM 3.x, I have a feeling that the denial event was never updated to reflect 10,000 when it was increased.

So the issue could be a supervision disconnect on the incoming trunk. Caller hung up without making a choice, system didn't recognize it and kept looping the vector.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[mateo99]

alright Sir Stinney, so do i have to change the disconnect supervision value on my trunk config for me to avoid those events again?

Thanks!

 

[Stinney]

That would be my guess, but I'm not an expert in the field of trunking configurations.

Is your inbound answer supervison on page two of the trunk calls come in on set to y?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!