Treatment after agent goes NOT READY at time call presented

[rwylie81]

Good day

I am looking for some thoughts on a situation.

We have two Contact Centre 6 servers networked together with NCC

Site 1
Call1 - Agent 1 on IN call answering on skill test_skill1 (which is a network skillset)

Site 2
Call 2- Agent 1 on network in call from simte 1, answering on skill test_skill1)

Call 3 made to site 1 (all in same script etc), call in queue , real time displays shows calls queing in test_skill1 on both site 1 and site 2.

Agent 1 becomes available, call presented, but Agent 1 goes not ready. Caller hears in queue music again.

Real time displays now show call only queued to site 1.

Agent 2 on site 2 becomes available but call is never delivered (agent 2 in idle state). Only when agent 1 on site 1 becomes available does call get presetned.


It seems that when agent hits not ready, call is returned to skillset test_skill1, but only locally. I have put in staements (in the repeat loop, such as "IF PRIORITY IN NETWORK QUEUE = 0 THEN QUEUE TO NETWORK SKILLSET test_skill1"

However, logging shows that the priority in the network queue remains as the original queue priority.

The only way I can get this to work, as in utilise the other group of agents in site 2, is to issue the command "REMOVE FROM NETWORK SKILLSET test_skill1" and then requeue it to the network skillset test_skill1.

I am concerned about any issues around this, in the way of load or the impact of removeing calls from network queue and putting back in again.

Any thoughts?

 

[Milesprower]

Need to clarify the situation more. Are calls only incoming to site 1 and then queued over the network to sites 1 and 2?

What kind of queue step are you using (Queue to network skillset? Local Node Inclusion?)

What release are the three servers on (Site 1, site 2, and NCC)?

 

[rwylie81]

Calls are comming into to site one only in this excample.

Tried both Queue to Network skillset, with and without local node inclusion

CC6