Queue Question

[RTMCKEE]

I have a question about queueing calls.

We currently have our vector set to:

queue to skill XX
wait 30 sec hearing music
announcement XXX1
wait 30 sec hear music
announcement XXX2
go to step 1

I've done some checking and looking in the definity manuals, it mostly references the go to step at the end should (in this case) go to step 2. Does anyone know what affect "re-queueing" the call has? Does it go to the end of the line to be answered? Does it show up in the BCMS/CMS as another call? If it is only one call in the stats how does it affect ASA, and service levels? Should we be "re-queueing" the call?

RTMCKEE

 

[netcon1]

No you should not be re-queue the call.

You should be sending the last line to the line under queuing.

the caller is already queued and the re-queue will mess up the stats in the system and also take up queue slots allocated for the hunt group.

Netcon1

 

[heyitsthephoneguy]

How about in this scenario...

queue to split 2 pri m
announcement XXX1
wait-time 30 sec hearing music
announcement XXX2
wait-time 30 sec hearing music
queue-to split 2 pri h

Does this step do anything? Can the caller be re-queue'd at a higher priortiy if the wait time exceeds a certain time period? Doesn't the split already do this?

TIA
Steve

 

[thb68]

you can used 2 vdn and 2 vector
first step :
vdn 1 vector 1
1 goto step 6 if expected-wait for skill xx pri m > yy
2 queue to skill xx pri m
3 annoucement xxx1
4 wait time 5 sec hearing music
5 goto step 3
6 route vdn 2

second step
vdn 2 vector 2

1 queue to skill xx h
2 annoucement xxx1
3 wait time 5 sec hearing music
4 goto step 2

if expected wait-time is so hight you distribute call with hight priority.
With your reports you can saw when you have so much call vdn2 received call, its more easy for monitoring your agents

skill in:ead-loa

dont forget I think it's better to enter skill parameters in each vdn on first page than in this case you can have standard vector for high or low priority each in more than one vdn.
for sample:
vdn xx1
in field: 1st Skill:enter the skill and in vector enter:
queue-to skill 1st pri m

 

[RTMCKEE]

Thx everyone!

RTMCKEE

 

[RTMCKEE]

FYI...

I found this in the Help section of ASA today while i was looking for something else.

"Tip:

Rather than loop your vectors directly back to the announcement step, go to the queue-to step immediately before the announcement step. This way, if for some reason the call does not queue the first time, the switch can attempt to queue the call again. If the call successfully queued the first time through, it merely skips the queue-to step and plays the announcement. The system cannot queue a call more than once in the exact same priority level."

So it looks like i does not requeue the call.

RTMCKEE

 

[Bobg1]

If you are queing this call and have 2 announcments, I would assume the first is an initial announcment and the second is a still waiting type.
Depending on what the 1st is, do you really want them to hear it again or would it be better to go back to annoucment 2?

 

[TeleBOYWONDER]

It's not clear to me if you want to queue the call at a higher level based on time waiting or not but I would make the vector look like this:

1.queue to split 2 pri m
2.announcement XXX1
3.goto step 7 if expected-wait for skill xx pri m > yy
4.wait-time 30 sec hearing music
5.announcement XXX1
6.goto step 3
7.queue to split 2 pri h
8.goto step 4
(I'm not worried about the caller hitting step 6 because, again the same call can not be queued a second time based on meeting step 3 conditions and flowing to step 7.)

Just what I would do but like I always sayjust as long as the end result meets business requirement...
writing vectors is very personal.

 

[mclellan]

Hi RTMCKEE, what version is your switch?

I asked this same question to our Avaya tech and they said to never do this. I am running 8.3 and 9.5 at our sites.


Thanks
Barry

 

[RTMCKEE]

I atually found this in asa help.

In asa Rel. R1.10.11

I typed in announcement (small "a" not caps) then scroll down to the choice "playing an annoucment"

RTMCKEE

FYI.. We are running mostly v6(24 sites), v9 (5 sites) v10 (1 site)