"Call cannot be queued"

[ReallyRotten]

For what reason could a call not be queued? I had 2 callers (among many) phone about 2 minutes apart. One call made it into the queue, one did not. In the events log, I see "Call cannot be queued". The vector failed at steps 7, 13, and 17 for the caller that did not make it into the queue. If the queue was full, shouldn't they have received a busy signal at the outset? Maybe the vector needs to be rewritten to handle callers in a more efficient way.

Just an FYI - the time of day steps are modified to accommodate for a 2 hour window for callers to call in.

Any suggestions would be appreciated.

CALL VECTOR 20

Number: 20 Name:
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? n 3.0 Enhanced? n
01 wait-time 0 secs hearing silence
02 #
03 goto vector 12 @step 1 if time-of-day is all 18:50 to all 18:49
04 goto vector 12 @step 1 if time-of-day is fri 19:00 to mon 18:59
05 goto vector 12 @step 1 if staffed-agents in split 4 < 1
06 announcement 4016400
07 queue-to split 4 pri m
08 #
09 #
10 wait-time 30 secs hearing music
11 announcement 4016401
12 wait-time 30 secs hearing music
13 queue-to split 4 pri m
14 announcement 4016402
15 #
16 wait-time 30 secs hearing music
17 queue-to split 4 pri m
18 goto step 14 if unconditionally
19 #
20 stop

 

[kyle555]

display hunt 4 - is the queue limit unlimited? Maybe you hit the limit on it, maybe a "goto step X if queue-fail

 

[ReallyRotten]

The queue limit is actually 50.

 

[mgoston]

Check you 'queue length' setting on the hunt-group form to make sure that you are allowing enough calls to queue.

 

[mgoston]

Why is there a '#' in some of the steps?

 

[ReallyRotten]

Good question. I didn't write the vector so the # puzzled me too. I wouldn't put something like that in a vector.

 

[smokinjoe2938]

I noticed several things here, no bail option say agent walks away from desk call could stay in queue forever, also were agents logged into the skill?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[ReallyRotten]

Agents were logged into the skill, yes. If there are no agents, a closed message should play. I am thinking this vector needs to be rewritten.

 

[smokinjoe2938]

then your vector is not written correctly, should say something like go to step 29 if staffed agents = 0 step 29 being a mailbox or an extension to transfer to, yes vector does need to be rewritten big time!

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.