Queuing and call flows

[nemmens]

Hi,

Please help, something has gone astray with the normal cal flow for a hunt group. In Phone Manager I set up queuing and without me doing anything else the call would sit in the queue, get played 'you are in a queue' then get played 'you are still in a queue' and this would loop until it got answered.

Problem is, now it is not flowing to the 'still queue' message, it's just looping the first queue message. I cannot see any call flow at all for this hunt group in voicemail pro but it must be controlled somewhere. I'm sure this must be something simple but I cannot find it. any pointers appreciated!


Cheers

 

[jamie77]

Whats your IPO and VM version.

If you are 4.0+ then check your announcement settings in Manager for that hunt group.

Also are you running IPO mode or Intuity mode VM??

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[nemmens]

IPO is 3.1, VM not sure as when click on about it is garbled stuff. Think that has something to do with viewing it over RDP connection though.

The thing that is confusing me though is how is it different to my other hunt groups. In IP Office Phone Manager they are all the same...

 

[jamie77]

It will show garbled when using RDP.

Please note that RDP has been known to corrupt VM configs beyond repair.

Under that group in VM Pro, what start points do you have and what is in them??

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[nemmens]

I have just 2 groups for hunt groups in VMPro, one which I set up as a test and one that was already there before I started that doesn't work (it ignores the menu).

For the hunt group that isn't flowing as it should, there is no call flow at all.

For the test one I created the start point is still queued, goes to menu, then 1 goes to VM and timeout doesn't go anywhere.

 

[jamie77]

With no call flows assigned you should just get the default messages.

Remember on 3.1, calls on count as in the queue and get messages if ALL phones in the group are busy.

After the 1st Q message do you get ringing or music???

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[jamie77]

You maybe in IPO mode so check this:

Log intot he huntgroup mailbox, press 3 for greetings then listen to 3:You Are In A Q and 4:You Are Still In A Q and see if they are the same.

It could be doing it but the 2 recordings maybe the same!!!!

In the VM Pro CLient, go Administration>Preferences>General. This page will tell you the Voicemail Mode you are running.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[nemmens]

Ok, so for this hunt group there is no call flow assigned in VM Pro. The call goes into the queue after ringing for 10 seconds. It then goes to 1st queue message. After this, it then plays hold music for 20 seconds. It then repeats q 1 message and keeps looping like this.

 

[jamie77]

Have you checked your mode and tried to listen to the greetings recorded (IPO Mode)??

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[nemmens]

Sorry, I missed you last post when I replied.

I checked the recorded greetings and there are different messages for all of them.

Checked VM Pro, admin>preferences>general and default interface is set to IP Office.

Still not getting to the still queued greeting :- (

I've tried setting up a call flow and the call flow is identical (apart from name and greetings) to another call flow that works perfectly for a different hunt group. I can't see why this hunt group is behaving defifferently.

 

[mattKnight]

What is the group called?

You may have an issue where the group name is too long for VM pro to handle

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[nemmens]

group name is customerservice. Is there a max no of characters? A differen hunt group thast works fine is only 2 chars less in name.

 

[jamie77]

Chnage it to CustServ and see what happens

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[nemmens]

Renaming to CService has done the trick. It now plays both greetings when calls queue and my call flow now works and gives them the choice to leave a Voicemail. I'm very happy.

Thanks for your time and help.

 

[jamie77]

Nice one smarty pants Matt!!!!!!!!!!!

Never seen that before myself.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[mattKnight]

<takes a bow>

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[mattKnight]

good old cut and pate
---------------
042: Voicemail "Still Queued" Messages Not Output if Hunt Group Name Exceeds 12 Characters
16th July 2004 - Full PDF Text Version



The Manager field for creating a Hunt Group name is 15 characters long. This therefore means that Hunt Group names can be from 1 to 15 characters in length.

The Voicemail “queued message” field (which is an internal variable and is not user accessible) is 32 characters long. The message format is of the form:-

$ACD Transfer_Type;HuntGroup_name,Queue_Position,eta;



Therefore, for a Still-Queued ACD Transfer type you get the following:-

$StillQueued;HuntGroup_name,24,60;



So of the 32 characters available:-

1 is used for the "$".

11 are used for the ACD Transfer_Type [StillQueued].

1 is used for the ";" separator.

1 is used for the first "," separator.

2 are used for the Queue_Position [24].

1 is used for the second "," separator.

2 are used for the eta [60].

1 is used as the final ";" string terminator.



This leaves [32-20] 12 characters for the HuntGroup name.

The result of this is that the “Queued” message is played in place of the “StillQueued” message.

Note that this can be easily verified by using the Call Status application to monitor the calls queued.

In the instance when the “Queued” message is to be output the Voicemail message takes the format:-

$Queued;HuntGroup_name,24,60;



So of the 32 characters available:-

1 is used for the "$".

6 are used for the ACD Transfer_Type [StillQueued].

1 is used for the ";" separator.

1 is used for the first "," separator.

2 are used for the Queue_Position [24].

1 is used for the second "," separator.

2 are used for the eta [60].

1 is used as the final ";" string terminator.



This leaves [32-15] 17 characters for the Hunt Group name – which is more that the 15 allowed in the Manager so no problem occurs.
-----------------

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[jamie77]

Stop it, your killing me!!!!!

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!