Queue Transfer Delay - IP Office 500 V2 9.1

[Suporte JustGroup]

Guys, how are you? Could you help me?

I tried to look for something in the forum about the delay time to transfer people who are in the queue.

For example, I have a person in the queue listening music and so on.

When an agent becomes available the call should go immediately to your phone, correct?

What actually happens and I do not know if this is normal.

The agent is available, the call in the queue sometimes goes straight to him which is perfect, and sometimes takes 20 to 30 seconds.

I performed several tests, and this intermittence always occurs, sometimes direct OK and sometimes with delay.

The problem that I have with a client that is 20 to 25 people in the queue, and when I realize that the agent stays 20 to 30 seconds idle, the operation supervisor constantly asks me if it is possible to change this delay.

Thank you very much in advanced!

 

[sizbut]

In the ideal world run System Status or System Monitor and they might tell you what is happening during those 20 to 30 seconds (and indeed whether it is some exact delay which would be a good clue that the some system setting is being applied).

Is it always the same agent or agents on which the delay occurs?

Is there any call centre software also in use (CCR, IPOCC, ACCCCCCCS) - they can affect call handling (for example applying ACW delays)

I would personally have a wrap-up time settings of the users, also the announcement settings of the group.

Stuck in a never ending cycle of file copying.

 

[Suporte JustGroup]

Thank you!

Right, actually I´m using XIMA Software to Manage de CallCenter and the Voicemail PRO with the queues set.

Now i have 19 people in queue.

The "marked" agents are logged in the Skill.

The HuntGroup is configure to transfer the call for the longest waiting.

Do you know if has any option that control this Delay Transfer?

Thanks again!

 

[intrigrant]

Use system monitor to trace the calls.
Pay especially attention to the ACD messages, these are related to call presentation.

 

[Suporte JustGroup]

Use system monitor to trace the calls.
Pay especially attention to the ACD messages, these are related to call presentation.

I going to do this for one day and try to understand the log.

About this can i use the default filters of Monitor or I have to apply any other one?

Thank you again!

 

[Suporte JustGroup]

Hi Guys,

After several tests and collected logs, i dind't get this "problem" solved.

A made a small video that shows whats happen in my client.

GoogleDrive MP4 Download

In this video we can see "#10 Jessica Regina" is IDLE more than 10 seconds, and i have 1 call in queue.

The call supposed to go directly to her without her staying on idle for any second.

The things is that "#11 Priscila Ferrei" become available and that call in the queue go directly to her "#11", ignoring the "#10" agent.

This happens for all agents time in time, to another sometimes intermittently.

Any ideia for what happening?

Thanks!

 

[intrigrant]

Did you try to set the ring time-out to a rediculus high value? Like 255 or more?
Observe what happens.