Return to queue on no answer with symposium

[jeap]

Can someone give me a answer to that funny problem.

I did put in service a call center last week and the customer is making test that will never happen in real life.
Here is the scenario: Callers arrive to symposium, queue for 5 secondes, if not answer, give IVR with choices in Call Pilot. The choices are leave a message, listen to message or carry on waiting. If the customer decide to still waiting, he is transfer to a new CDN.

Her is the problem, when it arrive in symposium, if an agent decide not to answer the call, after 18 secondes, set goes NRD, go to a second set, the same thing for a third set and maby a fourth set and the custommer do that test to verifie if everything is working fine. Now at time, the caller hears nothing and it seams that symposium just forgot that call. At time, I believe the call is going to the default skillset but that I am not sure. But for sure it just stop being handle by symposium at time. I could not reproduce the problem so far, I have to say that when I give them the test result that I make, they redo the test by going much further. Example, if I test ''2 return to queue'' they will test with 5.

All the set are IP1140 and all have the same call presentation classes.

Is there something in symposium that will triger a special action if something abnormal happen.

In fact what they are testing is similar as driving their car at 300 miles/hre and complain that tires do not respond properly....

Here is the script


IF DATE = std_holiday_gv THEN
EXECUTE mess_fermeture

ELSE

IF DAY OF WEEK = std_week_gv
AND TIME OF DAY = heures_8_16_sans_interruption THEN
EXECUTE ouvert8_16
ELSE

IF DAY OF WEEK = std_week_gv
AND TIME OF DAY = heures_16_16_30 THEN
EXECUTE ouvert16_16_30
ELSE
EXECUTE mess_fermeture

END IF
END IF
END IF

SECTION ouvert8_16
IF OUT OF SERVICE C_24294_inconnus THEN
EXECUTE mess_ouvert
ELSE
QUEUE TO SKILLSET C_ABCD WITH PRIORITY 10
END IF
WAIT 5
REMOVE FROM SKILLSET C_ABCD
EXECUTE mess_ouvert


SECTION ouvert16_16_30
IF OUT OF SERVICE C_ABCD THEN
EXECUTE mess_fermeture
ELSE
QUEUE TO SKILLSET C_ABCD WITH PRIORITY 10
END IF
WAIT 15
REMOVE FROM SKILLSET C_ABCD
EXECUTE mess_fermeture

SECTION mess_ouvert
GIVE IVR cpilot_gv WITH TREATMENT 123455
DISCONNECT

SECTION mess_fermeture
GIVE IVR cpilot_gv WITH TREATMENT 123456
DISCONNECT