HELP! ACD Skill sporadically rings busy!

[GregoryF]

I am about convinced that Multiple Call Handling needs to be set to On-Request. My problem...I cannot see that field to make a change. The column shows up when I list hunt groups but when I go to page two of change hunt group it is not there. This is on a S8700 server V14.

 

[inerguard]

post the screen grab of pages 1 and 2 of the hunt group


[Started on Version 3 software 15 years a go]

 

[GregoryF]

Here you go:

change hunt-group 16 Page 1 of 3
HUNT GROUP
Group Number: 16 ACD? y
Group Name: EMS Admin ACD Queue? y
Group Extension: 529 Vector? y
Group Type: ead-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display: grp-name

Queue Limit: 100
Calls Warning Threshold: Port:
Time Warning Threshold: Port:


change hunt-group 16 Page 2 of 3
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 120
AAS? n Service Level Target (% in sec): 80 in 30
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):




Redirect on No Answer (rings): 4
Redirect to VDN: 518
Forced Entry of Stroke Counts or Call Work Codes? n

 

[lopes1211]

Must be turned off in the customer-options.

"Disp sys cust" and look on the right side of page 4 to verify. You'll need to have Avaya or a BP turn on the feature.

-CL

 

[GregoryF]

That is what I just found out.
would not having this feature cause some of my skills to ring busy sporadically? Also, the data in this system was pulled form our old Definity G3 where MCH was turned on. I guess this is why when I list hunt groups it shows up.

list hunt-group Page 1

HUNT GROUPS
Grp Grp
No. Name/ Grp ACD/ No. Cov Notif/ Dom Message
Ext Type MEAS Vec MCH Que Mem Path Ctg Adj Ctrl Center

1 Voice Mail
499 ddc n/- n none n 3 n n
2 BCMS Terminal
494 ucd-mia n/- n none n 0 n n
3 911 ACD - ALL
599 ead-mia y/I SK req y 0 n n
4 CDR
487 ucd-mia n/- n none n 0 n n
5 Chatt Admin ACD
596 ead-mia y/I SK req y 0 n n
6 EMS 911 ACD
588 ead-mia y/I SK none y 0 n n
7 VOIP ACD
594 ead-mia y/I SK req y 0 n n

press CANCEL to quit -- press NEXT PAGE to continue

Is it plausible that the 3 skills that work only work because of the MCH being set to on-required in the data that was imported from the old system? This is the first time we have tried to set up a new skill/split since.

 

[lopes1211]

mch on-request wouldn't have anything to to with a hunt group ringing busy. do a list trace on the hunt group to see why it is busy.

-CL

 

[GregoryF]

lopes: can you clarify? If I do a "list trace vdn 530" there is nothing there.


LIST TRACE

time vec st data




What am I doing wrong?

 

[lopes1211]

Do list trace on the vector and then make a test call.

-CL

 

[GregoryF]

The information only populates when it rings. When I get a busy nothing shows up in the list trace

 

[SF0751]

Try "list trace stat xxxx" where xxxx is the station you are making the test call from.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[GregoryF]

I just learned that occasionally you can dial the number (7 digit form outside) and it RNA but while it is still ringing you can call the same number it was answered immediately.

 

[AvayaTier3]

That sounds like an open trunk.

try "list measurments lightly-used-trunk" and it will show you the least used members of each trunk-group

 

[GregoryF]

Here is the list trace station response LIST TRACE

time data

13:24:28 active station 717 cid 0x52e
13:24:28 G711MU ssff ps:20 rn:1/1 192.168.9.52:54700 192.168.9.8:52884
13:24:28 xoip: fax:Relay modemff tty:US 192.168.9.8:52884 uid:0xd3
13:24:29 dial 96220 route:ARS
13:24:29 term trunk-group 9 cid 0x52e
13:24:29 dial 96220022 route:ARS
13:24:29 route-pattern 2 preference 1 cid 0x52e
13:24:29 seize trunk-group 9 member 43 cid 0x52e
13:24:29 Setup digits 6220022
13:24:29 Calling Number & Name NO-CPNumber NO-CPName
13:24:30 Proceed trunk-group 9 member 43 cid 0x52e
13:24:30 denial event 1179: User busy D1=0xd3 D2=0x111
13:24:30 idle trunk-group 9 member 43 cid 0x52e
13:24:34 idle station 717 cid 0x52e :

 

[GregoryF]

Here is the section about the PRIs from the "list measurments lightly-used-trunk today....not sure what I am looking at though.
Grp Grp Grp Grp Grp Calls
No. Type Dir Size Mbr# Carried
9 isdn two 46 24 7
9 isdn two 46 1 8
9 isdn two 46 2 8
9 isdn two 46 3 8
9 isdn two 46 4 8
49 isdn two 46 21 8
49 isdn two 46 22 8
49 isdn two 46 23 8
49 isdn two 46 24 8
49 isdn two 46 25 8

Each of the trunk groups has 2 PRIs in them.

 

[GregoryF]

I forgot to mention; when I do the list trace and the line rings busy nothing shows up in the trace.

 

[lopes1211]

If you are saying this only happens when yo dial out of the pbx and back in (dialing 9), then you have a trunk issue and not a programming issue. If you test internally (without dialing a 9) and trace the call, you can troubleshoot any programming issues.


-CL

 

[GregoryF]

Ok, all internal calls have been working fine. It's just the external calls that are screwy. Though I have had now problem since about 10:00AM.......Wonder if ATT actually, mysteriously even, found something on their end.