MiCC / PrairieFyre Question

[alex053]

vMCD Version 7.2 SP1 PR1
MiCC Version 8.1



I have a customer with a single vMCD, single MiCC but multiple physical locations. We can call them stores. Each store has its own phone number and its own NuPoint Call Flow. Option 1 currently takes them to a centralized call center that handles all scheduling. We have installed MiCC and are in the process of testing and then will be converting these users to ACD. The customers wants to report on how many calls came to the scheduling queue from each location.

for example
555-1000 -> Call Flow A -> Option 1 -> Scheduling Queue A -> Overflow to Main Scheduling Queue
555-1001 -> Call Flow B -> Option 1 -> Scheduling Queue B -> Overflow to Main Scheduling Queue

and so forth but for 8 numbers and 8 locations. DNIS report wont work because there are other options in the call flows that the caller could choose. I want to avoid having 8 Scheduling queues that need to be reported on and show up on the Managers and Agents Contact Center Client displays.

What i tried was creating a queue (in our example above Scheduling Queue A, B, Etc that immediately times out to the main queue) for each one that overflowed to the main scheduling queue and then wanted to report on how many times that queue was overflowed but nothing ever showed up in the reports regardless of testing.

I tried a Ring Group with no members and the overflow set to the Scheduling Queue. i made two test calls and checked the Queue Performance by Period report and saw 0 calls Interflowed in the report. I also checked the Queue Group unavailable Trace but that report never ran, it was just gray in the report inbox. Am i stuck working with a Scheduling Queue for each location and having the customer dig through all those reports to figure out agent performance??

Thanks in advance.

 

[kwbMitel]

What i tried was creating a queue (in our example above Scheduling Queue A, B, Etc that immediately times out to the main queue)

How was this achieved? That word immediately bothers me. The call actually has to be queued to count as a queued call (Go figure ). As it is a transferred call you might need to give it 3-5 seconds in queue for interflowing. (Not overflowing)

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What's most important is that you realise ... There is no spoon.

 

[alex053]

there are no members of the queue and the Path Unavailable Answer Point is the Main Scheduling Queue. PF does offer a report called a Queue Unavailable Trace, but when i try to run the reports, the status just stays gray and i can never view them. I tried this for all queues to see if it was just not showing up for a ring group but that report just doesnt seem to run.

 

[kwbMitel]

If you want it to log the call you need to assign an agent group that allows calls to be queued with no agents logged in and then interflow to the desired destination. The interflow timer can be quite short, I'd try 3s.

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What's most important is that you realise ... There is no spoon.

 

[alex053]

i added a test user to the ACD group and made them absent
i allowed the call to be camped on if no user present.
i turned on interflow and put the timer to 3 seconds.
i did a synch from the MiCC

I made 3 test calls, ran a report on that path called Queue interflow spectrum by period and still had 0 calls interflow'd. that report is attached.

i summarized the data for just today, made more test calls and re ran the report and still no data!

 

[kwbMitel]

Is the Path unavailable value still in place? If so, remove it.

I have no idea why you created a User and made them absent. This is not necessary.

Create an Agent group with NO AGENTS, and allow calls to be queued with NO AGENTS.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[alex053]

Path Unavailable is not in place. only Interflow.

the items i changed in the Path are
Skill Group - 77698 (no members, allows campons)
Interflow Enabled - Yes
Interflow Time out - 3 seconds
Interflow Point Directory Number - 77702 (main scheduling path)


the call follows the timer and gets to where it needs to go but never registers in the report as an Interflow'd call. I lengthened the Interflow timer to 10 seconds for a test and still no data in the MiCC.

 

[kwbMitel]

Have you correctly configured MiCC to capture data for that queue?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[alex053]

it turns out the interflow would work but the time had to be bumped up. i have it at 10 seconds before it will interflow and it now registers that a call was interflowed in the reports.

im going to make a RAD saying "your call may be recorded....." to try and mask the time its just sitting in that queue.

 

[kwbMitel]

More than likely you have a setting in the MiCC that ignores calls under 10 seconds

I've seen this work with a 1s queue

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Billz66]

Check the short abandon timer in YSE for the Queue doing the interflow
- from memory it must be less than the interflow timer ( default is 6 seconds)
if you wind that down to 2 seconds you should be able to lower the interflow timer to 3s

transit calls will be reported as abandoned

If I never did anything I'd never done before , I'd never do anything.....