Real Time & NCC issue

[Emam21]

Hi All,
Can any one give me any idea for this issue.
I have NCC and 4 CCMS(A,B,C,D) networking enviroment Rel 6.all servers with SU5 lineup except one site(D) with SU6 lineup.
I have network skillset based routing(NSBR)named LOYALITY_NALO .all the agents of this skillset are logged in site D.the call first terminate at site A and there's no agent logged in the local skillset there for the call routed to NSBR in site D according to the below primary script LOYALITY_NALO

############################################################
EVENT CALL ON HOLD : GIVE MUSIC mus_att_gv
END HANDLER

GIVE RINGBACK
WAIT 2

/* Test de dispo sur site local */

IF OUT OF SERVICE LOYALTY_NALO
THEN EXECUTE ATT_RESEAU
END IF

/* Test des agents libres sur le site alger */

IF ((IDLE AGENT COUNT LOYALTY_NALO < 1) AND (TIME OF DAY = 8:00..20:30 AND DAY OF WEEK <> FRIDAY ))
THEN EXECUTE ATT_RESEAU
END IF

SECTION TRAITE
IF NOT QUEUED
THEN QUEUE TO SKILLSET LOYALTY_NALO WITH PRIORITY 1
WAIT 2
END IF

SECTION BOUCLE

IF AGE OF CALL > 1800
THEN DISCONNECT
END IF

GIVE RAN ran_nnp_gv
GIVE MUSIC mus_att_gv
WAIT 20

EXECUTE BOUCLE


SECTION ATT_RESEAU


QUEUE TO NETWORK SKILLSET LOYALTY_NALO WITH PRIORITY 1

SECTION BOUCLE2

IF AGE OF CALL > 1800
THEN DISCONNECT
END IF

GIVE RAN ran_nnp_gv
GIVE MUSIC mus_att_gv
WAIT 20
EXECUTE BOUCLE2
############################################################

the problem that when i monitored the real time report for this application(LOYALITY_NALO)at site A,i found at some times that the call stays in the queue for long time and if there's new call come to the queue routes normally to NSBR at the other site while this call still in the queue as well the max wait time increase till the temination condition at the primary script(more than 30 min!!!).
at this time if i checked the real time of the other site(D)i can see a lot of idle agent while this call still stucked at the primary Script!!!
i don't know is it real or virtual call!!
is it real time report problem or routing problem.
if any one can assist me it will be appreciated especially that i haven't the correct way to know where's the problem and how can i trace this call(stucked call) at the primary script.

Regards,
Emam21

 

[dj4020]

I would start by looking into Call by Call stats, should at the least give you the number calling into the CCM and what treatment the call is receiving. I cannot believe anyone would actually wait for 30 minutes unless they were really mad or really dedicated to get an answer. . .

 

[captaingadget]

Are your agents in loyalty_nalo force fed or manual answer?
Lets assume they are manually answering calls else the scenario I'm about to describe will be invalid. So, the only time a call will hit section traite is if loyalty_nalo is IN service AND there is a free agent. Lets also assume there is only 1 free agent, the call will be presented to this agent, if the agent decides to reject the call by hitting not ready or log out then the call is put back in the queue. The script will flow to section boucle and stay there for the duration of the timeout or until they abandon. You perhaps should put some queueing checks in this section to ensure the call is correctly treated.