Increased call handling times

[relsonga]

I have two G3R's one running version 8 and the other version 10 software. Both have CMS and have callmaster 6 softphones(not voip). Calls are shared between the sites on an agent available basis. The version 8 switch is having problem where the agent finishes a call - the caller hangs up. A new call comes in straight away. The cms is seeing both calls as one without the disconnect. I can't see any differences in the config of the vectors, perameters, skills etc. There is however less available ram on the affected call centres pc's. In hope,the CMS has had a memory upgrade and has been rebooted.

The problem is completely random spread over 120 agents taking 30 - 38k calls a day.

Any idea's would be appreciated.

 

[SF0751]

Very weird. No ideas on why/how this is happening, but perhaps if you added a very short ACW (1-2 seconds) to the skill(s), it might prevent the problem from re-occuring.

Susan
[sup]Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain[/sup]

 

[avayaman]

That is strange. If they are set up for auto-answer it could be a disconnect supervision timer issue. I think Susans suggestion will work. It's a good idea anyway especially in a call forcing situation to give agents a couple of seconds to gather their thoughts before the next call.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[relsonga]

Susan & Paul -Thank you for your replies and suggestions.
I have considered adding a 1 sec ACW step. The problem with this is that the call centre is paid on the no of calls it takes with each agent taking 480 calls in 8 hrs. Throughout the day this would mean that each of the 120 agents would answer 8 less calls each. I am to suggest that we bring in ACW even if only for a while while we sort it out. I will also check the supervision timer. I'll let you know how I get on.
Cheers,
Ru.