Two specific Hunt Group / Queue questions!

[adminman3]

First: If a queue is set to 3 on a hunt group, and 3 calls are queued when a 4th comes in, does the time since the 4th call went through the VDN become part of the calulation for queue time for that particular call AFTER it queues?

Second: (For you seasoned techs)What reasons can you think of to explain why a call won't hit an agent's phone from the queue when there are agents sitting available? The report shows a call waiting, sometimes for 15 minutes, and several agents available during that time, but nobody gets the call. Bug in the hunt group? Rebuild it?

We have a meeting this morning..rather a 'beating' this morning. The Way Ups are going to pound on this tech a bit regarding this evasive issue.
Thanks!

 

[Toni269]

adminman,

Regarding your 2nd question:
Are you using EAS/Skills? Maybe there isn't an agent available with the skills to take the call?

 

[adminman3]

Good response. However, while we do use EAS, we haven't done much with the preference levels except to leave them at 1 for most cases. I'll consider this as I look at the programming again in a few moments.

 

[Merrie]

try doing display events and then choose vector and press F3.

This will show you if any calls have failed to queue and why.

 

[nohuhu]

adminman3,

first: afaik queued time begins when a call is queued. in your case, if a 4th call comes in and there's no queue slots available for this skill, it will count against the vdn answer time but not against skill queue time, until at last it is queued to some skill.

second: this issue may come from the first one. i'd check and recheck all vectors involved, because the most likely reason for this situation is that a call never hits any queue and continues to live in limbo. but there's room for more detail: what exact report does show a call waiting? is it a vdn report or a skill report? if it's vdn, check your vectors. if it's a skill report, that means a call did hit a skill queue but did not land at agent for some reason. in this case, i'd start with checking agent behaviour: are you sure there was one or more agents available? they could be sitting in after call or aux state and hence not receive any calls.

anyway, there are plenty of tools that can make troubleshooting easier: 'list trace vdn' is one of them and 'list trace vector' is another. the cms is very helpful also, if you know how to use real-time reports. call records and agent trace are extremely helpful in such situations.

 

[id97073347]

checked your hunt skill, where the setting for Queue is not set to "y" yet in the first page

 

[adminman3]

Many thanks, Dwain and id970..! Checking things again this morning.