We have a problem with our IP Agent 7 users. When they complete a call and hang up sometimes it will not disconnect. Instead the call returns to the queue and is directed to the next available agent. When the agent answers the call no one is on the line. This goes on for hours until the call finally drops or someone transfers the call out.
We are using IP agent 7 on a CM R015x.01.1.415.1. The agents sit at another of our offices that has a Cisco Call Manager.
Calls come into our hub site on Qwest dedicated ISDN-PRI trunking and are routed to the agents at the remote site via H323 trunking.
The odd thing about this is that some calls disconnect normally and a few each day end up in this endless loop.
I would appreciate any help as we are at loss to figure this out.
Here is my vector:
CALL VECTOR
Number: 107 Name: CP Tech Support
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 13 if time-of-day is all 18:30 to all 08:30
03 goto step 13 if time-of-day is fri 18:30 to mon 08:30
04 goto step 13 if staffed-agents in skill 102 < 1
05 goto step 13 if staffed-agents in skill 117 > 0
06 goto step 14 if staffed-agents in skill 116 > 0
07 queue-to skill 102 pri l
08 announcement 6632
09 wait-time 30 secs hearing music
10 announcement 6632
11 wait-time 60 secs hearing music
12 goto step 10 if unconditionally
13 messaging skill 59 for extension 6162
14 disconnect after announcement 6661
15 stop
16
We are using IP agent 7 on a CM R015x.01.1.415.1. The agents sit at another of our offices that has a Cisco Call Manager.
Calls come into our hub site on Qwest dedicated ISDN-PRI trunking and are routed to the agents at the remote site via H323 trunking.
The odd thing about this is that some calls disconnect normally and a few each day end up in this endless loop.
I would appreciate any help as we are at loss to figure this out.
Here is my vector:
CALL VECTOR
Number: 107 Name: CP Tech Support
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 13 if time-of-day is all 18:30 to all 08:30
03 goto step 13 if time-of-day is fri 18:30 to mon 08:30
04 goto step 13 if staffed-agents in skill 102 < 1
05 goto step 13 if staffed-agents in skill 117 > 0
06 goto step 14 if staffed-agents in skill 116 > 0
07 queue-to skill 102 pri l
08 announcement 6632
09 wait-time 30 secs hearing music
10 announcement 6632
11 wait-time 60 secs hearing music
12 goto step 10 if unconditionally
13 messaging skill 59 for extension 6162
14 disconnect after announcement 6661
15 stop
16