Hi guys
In our call center we have set up our vectors to send calls to an external call center through a route-to number step, in cases when call volume is too high. According to my testings, when the line is busy on the other side, CM tries to route the call but as it cannot complete it, it stays in CM until a local agent is idle. That breaks the point of having an overflow solution.
The call is a public normal call through an E1
Is there a way to re-attempt the route-to step after it fails the first time??
Below is an example trace of a call staying in CM
LIST TRACE
time data
11:31:00 TRACE STARTED 02/12/2016 CM Release String cold-03.0.124.0-21106
11:31:02 0 0 ENTERING TRACE cid 13948
11:31:02 1066 1 vdn e56660 bsr appl 0 strategy 1st-found override y
11:31:02 1066 1 wait 2 secs hearing silent
11:31:04 1066 2 goto step 21 if C = 0
11:31:04 1066 2 variable C = [0] global
11:31:04 1066 21 # encolamiento ACA y despues de...
11:31:04 1066 22 wait 5 secs hearing 56805 then silence
11:31:04 1066 22 announcement: board 002V9 ann ext: 56805
11:31:09 1066 23 collect 10 digits after annc 56320 for none
11:31:09 1066 23 announcement: board 002V9 ann ext: 56320
11:31:15 1066 24 Local Call Preference=n
11:31:16 1066 24 set J = digits SEL 10
11:31:16 1066 24 digits = [2222222]
11:31:16 1066 24 operand = [10]
11:31:16 1066 24 ========= SEL =========
11:31:16 1066 24 variable J = [0002222222] asaiuui local
11:31:16 1066 24 asaiuui chg from [] to [0002222222]
11:31:16 1066 25 queue-to
11:31:16 1066 25 queuing to skill 1098 pri t
11:31:16 1066 26 announcement V3
11:31:16 1066 26 variable V3 = [56803] vdn var
11:31:16 1066 26 announcement: board 002V9 ann ext: 56803
11:31:22 1066 27 wait 10 secs hearing music
11:31:22 1066 27 music announcement: board 002V9 ann ext: 56815
11:31:32 1066 28 announcement V4
11:31:32 1066 28 variable V4 = [56804] vdn var
11:31:32 1066 28 announcement: board 002V9 ann ext: 56804
11:31:39 1066 29 wait 10 secs hearing music
11:31:39 1066 29 music announcement: board 002V9 ann ext: 56815
11:31:49 1066 30 route-to number 048084724 cov n if unconditionally <<<<<<<<<<<<<<<<<<<<<<<<<< Got busy on the other side so the caller keeps hearing MOH until a local agent becomes idle
Regards
In our call center we have set up our vectors to send calls to an external call center through a route-to number step, in cases when call volume is too high. According to my testings, when the line is busy on the other side, CM tries to route the call but as it cannot complete it, it stays in CM until a local agent is idle. That breaks the point of having an overflow solution.
The call is a public normal call through an E1
Is there a way to re-attempt the route-to step after it fails the first time??
Below is an example trace of a call staying in CM
LIST TRACE
time data
11:31:00 TRACE STARTED 02/12/2016 CM Release String cold-03.0.124.0-21106
11:31:02 0 0 ENTERING TRACE cid 13948
11:31:02 1066 1 vdn e56660 bsr appl 0 strategy 1st-found override y
11:31:02 1066 1 wait 2 secs hearing silent
11:31:04 1066 2 goto step 21 if C = 0
11:31:04 1066 2 variable C = [0] global
11:31:04 1066 21 # encolamiento ACA y despues de...
11:31:04 1066 22 wait 5 secs hearing 56805 then silence
11:31:04 1066 22 announcement: board 002V9 ann ext: 56805
11:31:09 1066 23 collect 10 digits after annc 56320 for none
11:31:09 1066 23 announcement: board 002V9 ann ext: 56320
11:31:15 1066 24 Local Call Preference=n
11:31:16 1066 24 set J = digits SEL 10
11:31:16 1066 24 digits = [2222222]
11:31:16 1066 24 operand = [10]
11:31:16 1066 24 ========= SEL =========
11:31:16 1066 24 variable J = [0002222222] asaiuui local
11:31:16 1066 24 asaiuui chg from [] to [0002222222]
11:31:16 1066 25 queue-to
11:31:16 1066 25 queuing to skill 1098 pri t
11:31:16 1066 26 announcement V3
11:31:16 1066 26 variable V3 = [56803] vdn var
11:31:16 1066 26 announcement: board 002V9 ann ext: 56803
11:31:22 1066 27 wait 10 secs hearing music
11:31:22 1066 27 music announcement: board 002V9 ann ext: 56815
11:31:32 1066 28 announcement V4
11:31:32 1066 28 variable V4 = [56804] vdn var
11:31:32 1066 28 announcement: board 002V9 ann ext: 56804
11:31:39 1066 29 wait 10 secs hearing music
11:31:39 1066 29 music announcement: board 002V9 ann ext: 56815
11:31:49 1066 30 route-to number 048084724 cov n if unconditionally <<<<<<<<<<<<<<<<<<<<<<<<<< Got busy on the other side so the caller keeps hearing MOH until a local agent becomes idle
Regards