only 5 calls per minute on a campaign

[bukoljoe]

i monitor our outbound campaign, and it shows that only 5 calls are being presented to the agents per minute.. i have a lot of idle agents.

how can it increase to 10 or more calls?

 

[cctechuser]

Are you using AACC or NES CC7? What patch lineup are you on?

 

[bukoljoe]

aacc6.1 sp3

 

[fonchick]

We had the same issue. This is nothing that can be modified through the OB Campaign Manager interface. Avaya can modify the algorhythm to increase the number of contacts per agent and I believe that there is also a patch available for this on 6.1 SP3.

 

[cctechuser]

yeah, there were issues with this. Getting up to SP6 should resolve.

 

[bukoljoe]

not on 6.1 sp3.

work around is to change the setting on RSMAwareOCS.exe config:

<add key=”ContactQueueRate” value=’5’ />

increase this value, then reboot server.

apparently the problem is the RSM is not calculating the queue rate with that of agent staff.

 

[bukoljoe]

sorry cctechuser, do you mean 6.2 sp6 will resolve this issue?

is this a free upgrade?

 

[cctechuser]

yes - AACC 6.2 SP6 should resolve your issues.