Lost Calls prevention?

[cruzades]

hi,

To those who are able to maintain avaya ccr, how you were able to zeroed out lost calls?

given:
20 trunks
10 agents
Group Hunting
Automated Attendant

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Scenario #1

Caller initiate the call and after the 1 or 2 rings (this call were not able to reach the avaya yet), decided to drop the call.

- Call request is still being push to avaya and reason for AA to forward the call even there's no caller at the far-end.

This resulted for a Lost Calls.

Scenario #2

Caller initiate the call and successfully reached the Hunt Group, and nobody is able to get the call immediately, caller drop the call.

This resulted for a Lost Calls.

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I know that with this event, the essence of having a voicemail active is a must, but it is not an option with my boss.

How to prevent Lost Calls triggered by Scenario #1?

I appreciate all the suggestion.

Thanks in advance.

 

[intrigrant]

Disconnect the trunks

If it ain't dutch it ain't much

 

[cruzades]

@intrigrant

tnx, my bad forgot to tell, disabling the other trunk is a no no option.

 

[intrigrant]

Stupid questions, stupid answers. That is how it goes.

There is absolutely no way to get the lost calls to zero with ten agents, the best you can get is a minimum of lost calls.
Just remember that as soon as a call is presented to a group than it is counted for.
To get the absolut minimum on lost calls you need a VM Pro with at least 20 channels were calls come in and will be transferred to the group using a assisted transfer.
Queueing on the group must be turned off ( is that possible for a CCR Group? ) otherwise the group will never give busy if all agents are busy.
Then there are no missed calls for that group but still you will have missed calls! This is fooling yourself and your customer and eventually their customers because they think they do very well without lost calls but the thruth is that you will never have zero lost calls if you have less agents active as incoming trunks.

So basically for zero lost calls have a agent active all working hours for each available trunk.

If it ain't dutch it ain't much

 

[cruzades]

i appreciate your suggestion and i believed you are referring to scenario #2, how about with the scenario#1? do you have any idea on how to prevent the call from reaching the avaya box since the caller decided immediately dropped the call?

tnx again

 

[amriddle01]

I guess you use analogue trunks, if you are then no

 

[cruzades]

@amriddle01

we'are using sip trunk

at scenario#1, if the provider can't able to stop the call from reaching avaya, how can avaya stops this kind of call to get tru hunting?

 

[amriddle01]

They are presenting it as a call to the system, so you can't stop it system side, it has no way of knowing it isn't a genuine call

 

[intrigrant]

Some providers do have 'm..

A service with call queuing to a DDI number.
The only thing you have to take care of is to have a group which gives busy if all agents are busy, the provider will do queue messages and stuff like that.
The pro is that you can have no more calls as agents available, the provider can route to multiple locations if available.
The con is that it costs some bucks extra.

If it ain't dutch it ain't much