GNAV rev 5 - roll to 2nd split timing 1

[Switchroom]

We have GNAV rev 5 on a 2400 IPX R15. There are two splits, one for the IT Help Desk call takers, and when all of them are busy, after a minute a caller in the que will "roll" to the second split which is the Technicians, and they can take up the slack.

Complaint is the "roll" is taking around two minutes rather than one.

Configuration was done before my time. Any idea where the timing is set?

Or do I just reboot the GNAV server?

 

[belevedere]

The programming for that in in the PBX/ACD.
Within a CCV (call control vector) you will find a pause statement. In your case it's probably set for 120 (seconds). Each pause is usually followed by an announcement, then a second queue to statement specifying the next split.

EX:
pause 6
queue 1
announce 1
pause 120 - shorten the timer here, but do not modify it during operation hours. It could affect the call traffic.
queue 2
end
You need to find out which CCV it is.
If you are familiar with the ACD commands, then do some list outs and follow the pilot number through the commands to see which CCV it's using.
If you are unsure of this, then call in your vender.

 

[Switchroom]

I think they were mistaken that the "roll" previously happened in one minute. It looks to me like it's programmed for around 3 minutes. Shortening the three 45 pauses before "Queue To Split 2" to 30 should knock 45 seconds off it, correct?


1 1 1 Pause 6
1 1 2 Announcement 2
1 1 3 Pause 16
1 1 4 Queue To Split 1
1 1 5 Pause 6
1 1 6 Announcement 3
1 1 7 Pause 45
1 1 8 Announcement 3
1 1 9 Pause 45
1 1 10 Announcement 3
1 1 11 Pause 45
1 1 12 Announcement 3
1 1 13 Pause 30
1 1 14 Queue To Split 2
1 1 15 Pause 6
1 1 16 Announcement 3
1 1 17 Pause 45
1 1 18 Goto CCV 1:16
1 1 19 End CCV

 

[belevedere]

Yes, or you could simply delete one or more of the Pause and announce statements, thus eliminating 45 to 90 seconds of delay. Either way should do it.