Nortel Contact Center (Symposium)

[tacoma1]

We are sending billing overflow calls to an off network sub-contractor. We do not have any control over the other parties phone system.

The problem that we are running into is that when call traffic is heavy, they cannot handle our call volume. Once their Que is full, it says good-bye and starts dropping customers. Is there anyway in Nortel Symposium Contact Center, either in intrinsics or within the Script to stop sending calls out once these calls reach a certain threshold and then start sending them again via a second parameter?

I can't find anything to help me accomplish this but maybe I missed something. I don't believe that CC is smart enough to do what I am seeking.

I know we can delay the calls from leaving our que and or set up to 5 time slot intervals but, management will not give us the green light to do this.

When we get contacted about this issue, we just manually change the route in application-builder so no more calls go out of the billing overflow, customers then hold in our que anyway. It's not everyday that this happens but when it does we have other tasks to deal with, other than monitor call volume via the PRI's we are sending these calls out of.

 

[yyrkroon]

If the other party phone system is not part of your voice network, then your phone system is not going to be able to perform any intelligent call routing. Once a call leave your system, it's gone, you no longer have control.

Sounds like the other party need to update/upgrade their site to handle your traffic, or keep doing like you're doing and keep the callers at the originating site.

 

[tacoma1]

Okay, Thanks for the reply.

 

[DFKSydney]

I do not believe that Symposium will "count calls", but if the issue is a concern for you (as opposed to the subbie actually rescourcing appropriately you may like to think about sending the calls out on a specific route that is limited via the number of trunks in the route.

Its not an elegant solution but may achieve a traffic limiting end.

 

[effort1584]

There is a way to keep track of calls sent. Each time you send a call you use HDX (Host Data Exchange) and write to a database (can be Access or SQL Express) with the date/time a call was sent. Prior to sending a call you could use HDX to determine how many calls had been sent in the last xx minutes and decide if you want to wait longer to send this call. I would also use a persistent variable to know when I last checked so you would not have to check but say once a minute even if 10 new calls came in. It is a bit of work to implement, but would certainly allow you to throttle calls.

You would use an average call length and the number of calls sent to determine when to send more.

 

[jeap]

I am not sure if it will wotk but you can try that.

On a regular ACD, when a ACD queue is in night mode and has a night call forward configure, the ACD will monitor the busy tone and keep control of the calls.
I believe you have a symposium, so have your overflow routed to a ACD in night mode , the night DN being the outsourcer number.
According to what you describe, I think your outsourcer is controling the number of call with a device similar to symposium using something like
IF CALL WAITING skillset > XX THEN
GIVE BROADCAST ANNOUNCEMENT....

By using ''GIVE BROADCAST'' an answer supervision is send to your switch, so symposium release the call.

Ask him to change it for
IF CALL WAITING skillset > xx then
FORCE BUSY

For you symposium it will take it as busy line so will cntinue supervising the call.

In your symposium you will use the following:

ROUTE CALL xxxxx CONTROLLED (xxxx being the outsourcer number)
WAIT 2

So if it has a busy tone, the call will still be controled by your symposium and you can create a LOOP so it will try later on to transfert to the outsourcer.

As I said, I am nor sure it will work but it has a good chance.

Let me know if you try it, working or not.

 

[jeap]

It is Jeap again. Sorry I miss something in my las message:

In LD 23, the night call forward DN will be your outsourcer umber.

In your symposium
ROUTE CALL xxxxx CONTROLLED (xxxxx will be the ACD queue you configure with the outsourcer number as NIGHT number)