Overflow problems on 3 LIM MD!!)

[Onefunnydude]

HI

I am new to this forum and seeking assistance.We have a three lim MD110 on BC12.

The problem I am experiencing is that if all agents are busy on ACD calls, the systems tranfers the call directly to the overflow extensions specified without queueing them at all.

On DNA the setup is as follows
1.Longest idle search is selected
2.Internal calls toward the group is ticked
3.There is a number specified under overflow
4.Dynamic queueing is ticked
5.Min queue lenth is 1
6.Max queue lenth is 40
7.Max queue constant is 40
8.Priority is 1

Does anyone have any ideas?
Please let me know if you need more information.

Thanking you in advance

OFD

 

[whosrdaddy]

we prefer the settings in the MD110 :

give us following printouts :

ACGCP:GRP=x;
ACCSP:GRP=x;
ACGMP:GRP=x;

replace x with the number of your group

if you don't have winfiol and only DNA,
execute the commands via TTY and go find the logfile under
C:\DNA_C\SITE1\EMG\LOG\FDBKyy.LOG (replace drivenumber if needed) yy is the current day
cheers

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What You See Is What You Get

 

[Onefunnydude]

Thanks Whosrdaddy

As requested

<
/* MML_TTY_COMMAND 08:18:48 [DNA] ddi */
ACGCP:GRP=2744;
ACD GROUP CALL DATA


GRP LIM SERV TRAF SEL QUE QIC CUST SAT ACTC
2744 2 12100 15 11000 10010151501 NO 180


END

/* SUCCEED 08:18:49 */
/* MML_TTY_COMMAND 08:22:43 [DNA] ddi */
ACCSP:GRP=2744;
ACD GROUP STATUS


STATUS BUSY DELAYED CALLS STATISTICS
------------------- ---------- ---------------- ----------
GRP MEMBERS AVAILABLE OWN OTHER CURRENT MAXIMUM AVCT EWT
2744 17 6 4 2 1 9 58 64


END

/* SUCCEED 08:22:45 */
/* MML_TTY_COMMAND 08:23:05 [DNA] ddi */
ACGMP:GRP=2744;
ACD GROUP MEMBER DATA


GRP DIR PRI CLT
2744 1011 3 (I) 20
1020 3 (I) 20
1082 1 20
1083 1 20
1160 1 20
1169 3 (I) 20
1182 1 20
1189 3 (I) 20
1190 1 20
1192 1 20
1195 1 20
1208 1 20
1213 3 (I) 20
1216 2 (I) 15
1222 1 20
1260 3 (I) 20
1291 2 (I) 20


END

/* SUCCEED 08:23:13 */

Thenks for the TTY commands, I usually run a full sync on DNA before retrieving information but I know its probably not reliable enough.

Thanks once again
OFD

 

[whosrdaddy]

as you can see from the acssp printout, you have queue (at the time of the printout, there was 1 call in queue, max queued calls = 9)

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What You See Is What You Get

 

[Onefunnydude]

Thanks whosrdaddy


Dont quite understand though,Yes there was one call in the queue.This problem is intermittent though.

If you have time, could you elaborate on what all the vaues mean?

Thanks
OFD

 

[whosrdaddy]

you mean the accsp values?

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What You See Is What You Get

 

[Onefunnydude]

Yes please,

havent had any official training on the MD110 but know my way around.We have had various issues since we added the third LIM but this is the critical one at the moment.Started last friday and got progressively worse.No configuration changes were made at all.Also seems to be happening on more than queue.

OFD

 

[whosrdaddy]

GRP : group number
MEMBERS : number of initiated members
AVAILABLE : number of logged on members
BUSY OWN : number of members busy in this group
BUSY OTHER : number if members busy in another acd group
DELAYED CALLS CURRENT : number of calls current in queue
DELAYED CALLS MAXIMUM : current queue length
AVCT : average conversation time in seconds
EWT : estimated waiting time in seconds for calls in queue
to be answered


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What You See Is What You Get

 

[Onefunnydude]

Sorry, the way it was depicted in the post was misleading, with two values under a column.

Are you aware of any issues like this in BC 12?Taking into consideration that weve been running BC12 for 6 months and this event occured last week.

OFD

 

[Onefunnydude]

Bump...sorry but im really desparate.All the ACD groups are now diverting and queuing.Any ideas?

OFD

 

[whosrdaddy]

when the queue is full then the group will divert (do CDIDPIR=x, where x is groupnumber), I really don't see any problem here...

try simulating the problem: logon only 1 agent
look at the queue size in accsp and make calls to fillup the queue and see what happens

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What You See Is What You Get