problem with short rings 3

[scriptscience]

phone is ringing once (intermittent problem) and does not allow agent enough time to pickup. If phone rings 4 times and agent does not pick up, how many times does it ring for second agent? third agent? Does the number of rings get shorter and shorter? Where can we fix this? is it script related? Thanks.

 

[monkeybarfan]

What happens after the one ring? Are the calls merely abandoning?

 

[scriptscience]

I do not believe they are abandoned calls. Do you know what controls what happens to the call after if rings 4 times for the first ACD agent, is it script related or not? Where is that adjusted if it is not script related? thanks.

 

[captaingadget]

The time a call is allowed to ring an agents phone is controlled by the "return to queue" timer which is controlled by the "call pesentation class" assigned to the agent. This can be different to for each agent/skillset and it's a time in seconds before the call is returned to the queue. If a call is treated in this manner the agent is normally forced "not Ready" and a call requeued message is left on the agent phone.

You can run agent performance reports to see how many times this occurs.

 

[scriptscience]

1. where do I access the "return to queue" and "call presentation class"?
2. If I have 20 agents, for example, call comes into ACD queue and goes to first "available" agent and rings for 20 seconds.. You are saying after that it is requeued? does call lose its place in line? What is the effect of the hunt group on this? thanks.

 

[captaingadget]

Call presentation classes can be found under "Configuration" from web client. There will be a list of all presentation classes configured for the system. You may configure as many as you wish and once configured these can be assigned to an agent from the agent configuration page within Call Centre Management.

If a call is requeued, it it returned to the same position as when left the queue and will be presented to the next free agent.

Dont forget the callers experience during this process as they may have been listening to music and comfort announcements, then they will get ring tone when presented to an agent. If requeued, they will get music and announcements again if there are no free agents. 20 seconds of ring tone is a long time for a caller especially if it is hopping from one agent to another when the effect is cumulative.

 

[scriptscience]

I am in complete agreement with you on improving the callers experience. Are you saying that for requeued calls that I can reduce the 20 seconds of ring tone, how? Thanks.

 

[captaingadget]

The only timer that you can adjust is the return to queue timer in the call presentation class assigned to an agent.

Take the scenario where a caller has been waiting in the queue listening to music and announcements. When the call is presented to an agent i.e. it is ringing the agents phone, then the caller hears ringtone. If the agent does not answer, then the call will be re-presented to the queue after the timer expires. If there happens to be another free agent then the call will ring that phone. If the return to queue timer is set for 20 seconds (which is a bit too long in my opinion), and the second agent does not answer for 15 seconds, then the caller has been listening to ring tone for 35 seconds.

An agent can of course choose to reject the call and return it to the queue rather than answer it, which further complicates things.

Hope all this is helping, I'm sometimes not to good at explaining.

 

[scriptscience]

1. If after 1st agent doesn't answer, how can you give message to caller regarding that they are being requeued to next available agent BEFORE requeing them. This way they are prepared for additional ring tone and do not interpret it to be ringing on one phone?
2. Can we adjust in the script the number of time it rings when requed versus when it first arrives? Our group needs it to ring 20 seconds the first time. Thanks.

 

[captaingadget]

Oh dear, there seems no way out of this. There is no script intrinsic "requeued" so you are unable to give it a special treatment.

Neither can the script control the number of rings. The script delivers a call to an agent then ends, the ring time is controlled by the return to queue timer - sorry!

 

[jamie2]

Is been about six years since I touch symposium so I am not sure if it overrides the CLS of the telephones, but the CLS of the phone may be the issue too. If you have CLS - BUZZ, try changing it to CLS - FITA RNGI.

 

[Black6]

Question: are you using RAN’s in your script before caller is queued? Does the problem only happen to agents in skillsets that are in scripts with the same RAN recorder?
Look in your call by call you will see if the calls were returned to queue after a RAN treatment.
Anyway you may want to try this…
I have worked on a similar intermittent problem where callers were returned to queue after only one ring. In this case the script forced the callers to listen to the RAN before they were queued. I changed/removed the RAN, replaced it with a controlled broadcast, the problem has not returned now for 2 weeks. The problem was accruing every day. I suspect the RAN is old and needs to be replaced, possibly the contact control lead relay is sticking giving the symposium errant or incomplete closures.
This was not something I theorized, I happen upon the suspicion when another channel in the 6 channel recorder went bad, even though the channel in question appeared to be fine when tested, I thought for a test I would isolate / remove the RAN from the script for a test.