Scripting - distributing calls evenly between sites

[turtlezzz]

I have two sites: one on east and one on west....

How I have i setup now is queuing:

to local node and then queuing to network skillset

QUEUE TO SKILLSET sales

Wait 2
QUEUE TO NETWORK SKILLSET sales

(sales is a network skillset)....
hhow would I queue evenly between nodes? i was looking at queue to longest idle agent but it checks only local.

THANKS FOR ANY Help!

 

[captaingadget]

Just QUEUE TO NETWORK SKILLSET. As long as your local agents are part of the network skillset and the include local node it checked, then the calls should distribute evenly.

 

[Milesprower]

You need to have all sites and NCC at either SCCS 5 or all at CC6 (no mixing of releases).

In SCCS 5 there was a Feature Pack that was distributed after the initial release of SCCS 5 that enabled the Local Node Inclusion option. If you are Release 5, all sites must have the Feature Pack. It is very probable they do as only a small percentage of sites were installed prior to Feature Pack 1 release.

As Captain said you need to check the LNI option for each skillset under configuration. It is way to the right. Unless you have a large monitor, you will have to scroll right to see it.

On the NCC under skillsets, you need to pick the Networking Method (First Back, Longest Idle Agent, or Average Speed of Answer for each skillset.

Once your configuration is complete, then you can use the simplified command:

QUEUE TO NETWORK SKILLSET sales
WAIT 2

This command will now queue to all agents in the network skillset sales (both local and remote).

When checking that the call is still queued, you must continue to check both local and remote skillsets. For example:

IF (OUT OF SERVICE sales) AND (PRIORITY IN NETWORK QUEUE sales = 0)
THEN EXECUTE OUT_OF_SERVICE_SECTION
END IF

 

[captaingadget]

Well spoken Miles - but perhaps the easiest way of checking that the call is queued to a network skillset is use IF NOT QUEUED - or is this flawed?? It is also worth putting queuing checks in the network script to catch calls that may be returned to the queue at the remote site.

 

[turtlezzz]

They are all part of the network skillset sales and all on 6.0
checked in ncc skillset routing table and 2nd site is checked.
I have it:

If not out of service queue to network skillset sales
wait 2
end if

It queues to network skillset but never queues it to local.

How do I queue to to include local?

 

[Milesprower]

The IF NOT OUT OF SERVICE check only looks at the local skillset. So, in a Local Node Inclusion Network environment, you queue to network skillset first, then check to see if it is queued.

The IF NOT QUEUED check is supposed to look at both local and remote network skillsets, but we have seen "anomalies" at some sites so we like to look at both local and remote network skillsets individually.

Let's double check: The LNI box is checked for the skillset in question? Remember in web client Configuration, you need to check the box and then go to a new cell or line for the selection to be updated by the system.

On the NCC, you have selected Longest Idle Agent in the network skillset.

Set up a test skillset and script that is real basic so there is no way to misinterpret anything. Queue to Network skillset, play music for 30-60 seconds then route or disconnect the call. Put one agent at each site in NOT READY in the skillset. Make a call to the local cdn that points to the test network script.

Watch the real time displays. You should see a call waiting in the local skillset display. You should also see a network out call waiting in the local application display. You should see a call waiting in the far end skillset and a call waiting at the far end application display in the network application.

Now put one of the agents into AVAILABLE State. The call should be delivered to the agent.

 

[turtlezzz]

yes Local node inclusion is checked. changed from First Back to Longest IDLE agent in NCC Skillset.

When call test script, it will queue to local node, ring and then when put agent in nr status. put network agent in ready but call never queues over. Vice versa. If I put local agent in NR status, call test queue and rings to network agent, then put the network agent in NR and local in ready, the call never comes back.


network

TEST SCRIPT
section wait_loop
Queue TO network SKILLSET test_cs
Wait 2

give music 11
wait 4
IF NOT queued
then
queue to network skillset test_cs with priority 1
end if
execute wait_loop

 

[Milesprower]

You're getting to the point where it's time to open a ticket with your distributor and have all the patches in the servers and switches checked out. Everything has to be up to date and in sync.

However, I re-read you last post and I want to be perfectly clear before you start the trouble ticket routine.

Once a call is presented to a remote agent, the call stays at that remote site. If the remote agent does not answer the call, it goes back into the local skillset queue at the remote site. This is to prevent a possible "trombone" effect where the call continually routes between centers and uses up more and more trunks. So from your post above, it is correct that the call never comes back.

 

[captaingadget]

One final thing to check which we haven't mentioned before but halts networking in it's tracks. In CCMA check the network communication parameters, I think it's under configuration. There are a number of parameters to look at, the only guidance from Nortel seems to say that adjust them until it works reliably. But you should see whether communication to the site is open, closed or whether the skillset is filtered out. Has it ever worked?

 

[DancingDave]

You could also use the wild card variable (Symposium 5 and above)

/*Split calls 50:50 between local and network skillsets
If value of cv_split = 0, then call is sent to the
local skillset, otherwise queue to the network skillset

at top of script

READVAR cv_split

IF cv_split < 1 THEN
ASSIGN cv_split + 1 TO cv_split
ELSE
ASSIGN 0 to cv_split
END IF

SAVEVAR

IF cv_split < 1 THEN
IF NOT OUT OF SERVICE skillset THEN
QUEUE TO SKILLSET skillset
WAIT 2
END IF
END IF

IF NOT OUT OF SERVICE network_skillset THEN
QUEUE TO NETWORK SKILLSET network_skillset
WAIT 2
END IF

for cv_split = 0, the call is queued locally (unless the skillset is out of service, in which case it then queues to the network skillset.
If cv_split = 1, the call is queued to the network skillset first.

You could also add some extra lines in to queue locally if cv_split = 1, but the network skillset is out of service, but you'd need to be careful as if they are both out of service, there's a danger of creating a loop in calls will never be answered and from which they will never exit.

DD