Queueing problems

[crownroyalmopar]

We have an IP 500V2 with R 6.1 installed on it with a 20 port Vm Pro. There are currently 2 PRI circuits connected to the system. All calls are answered by AA and a choice is given to the caller to go to the Hunt Group that has queueing. There are 6 extensions in the hunt group.
This Hunt Group takes approx 150 - 250 calls per day. The issue that we are having is calls are hitting the queue and intermittently after the calls are in queue and hear the different announcements over time for no rhyme or reason they will be disconnected.
Originally they had 16 ports of VM and when we checked the services page we had 387 instances of no vm ports available so my thought was we needed more vm ports as queued calls utilize vm ports, Catalyst tech support agreed. Since 60-70% of the calls per day hit this particular huntgroup I informed the customer that we needed more vm ports. I recommended 8 and they went with 4. The issue is still ongoing and the customer said they looked at the resources page and there did not seem to be an issue with vm ports now and they still seem to be dropping calls in queue.
We tested this upon intitial install before making the system live and thought all was working well, we performed incoming calls and went through all of the queue announcements and stayed in queue for 15 - 20 minutes with no issues.
Catalyst said that the 6.1 build has problems and that we should upgrade to 7.0 at a minimum.
Does anyone have any suggestions or insight?

 

[Telecomboy]

You know I hate the "upgrade" to fix, especially if it isn't specifically mentioned in the tech tip, but 6.1 was a terrible release. It had a ton of issues. I would agree in this instance that an upgrade is in order.

 

[tlpeter]

Do you use queue position or queue time in VMPro?
If the answer is no then set "Synchronise calls" on the gorups.
This will give all user in a queue for that group the same announcement and only uses one channel per group.

If you do use the position or time in queue then you cannot use this option.


When there is no VM channel available then the caller just does not get an announcement so your issue must be a bad wav file or something else.


BAZINGA!

I'm not insane, my mother had me tested!

 

[crownroyalmopar]

Thanks Telcomboy, that affirms what Catalyst told us. We have another strange issue where more than one person can be in a group mailbox retreiving messages at the same time, thus repeat calls to the same people. My hope is an upgrade to R7 will solve this also.
I wish there was another impartial list that listed the best builds, besides the library you have to go through on Avaya's site.
Thanks for the reply tlpeter, we do in fact give the callers position and estimated wait time in this application.

 

[tlpeter]

Then you better increase the timer for the announcements.
So instead of 20 seconds then put it for example on 40 seconds.


BAZINGA!

I'm not insane, my mother had me tested!