Tracking 'Dead Air' calls through TM and CCM6.0

[rachelle]

We have only one of many toll-free skillsets reporting periodic 'dead air' calls. When we take those call examples and look at the raw data in the TM, we find the call. When we take those call examples and look at the CCM 6.0 Call by Call, we can't find the call anywhere. The TM data shows the call going to the dialable DN of one of our other locations. This is the only location currently working on this campaign.


Why do most of the calls work but, a select few are open air?
Why do none of the reported calls show up in the CCM Call by Call records but, they are found in the TM, CDR?
How do calls know to go to the dialable DN of the CCM but, do not post to the Master Script?

We have a meeting on 11/24 and they are expecting us to explain our findings. I have more questions than I do answers. Anyone have any experience with this?


rachelle

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.

 

[rachelle]

The 4100 is the Network CDN and is not built as a steering code. It is built in Ld 23 as a CDN. If I call that CDN I go directly to a Supervisor_sk and am answered by an assigned supervisor. I hope that this is clearer. Thanks!!

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.

 

[Milesprower]

Network script is automatically invoked if a reserved agent is not available when the call arrives across the network.

In your case the network script is attempting to queue the call to a Supervisor skillset and if that is not staffed, it routes the call to 0000. It does not play a generic greeting or music, so anyone getting treated by the Network script will get silence.

Where does 0000 go? Is the Supervisor skillset normally staffed? I would try to play a generic greeting and apply music at a minimum.

By default, the system will attempt to queue the call to the local skillset to which the call was originally queued. A basic Network script will apply a generic greeting (optional), music, and then check if the call is queued. If it is not queued it is provided a treatment or routed.

Here is an example:
GIVE RINGBACK
WAIT 2
GIVE MUSIC xx

SECTION NTWK_LOOP

WAIT 10
IF NOT QUEUED THEN
ROUTE CALL voicemail_dn_gv
END IF

GIVE RAN xx

EXECUTE NTWK_LOOP

 

[rachelle]

I can play music and give a generic RAN. Both are great suggestions. Thank you. I have a meeting set up with these locations to determine where to ROUTE CALL to. Currently, the Supervisor_sk is always staffed so, we theoretically, should be ok.

Cheers!!!

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.

 

[mte0910]

Just another thought here...

I saw your queue to statements were somewhat short.

QUEUE TO NETWORK SKILLSET SkillsetName_cv WITH PRIORITY 3
WAIT 4

We had some issues (sporadic) with networking calls and we adjusted our wait time to about 10 seconds. This helped us by giving the "system" more time to setup the call. It doesn't hurt anything because as soon as the call is setup and an agent found, the call will be delivered, even inside of the 10 second wait statement.

 

[rachelle]

Thank you. We will adjust and see what we get.

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.