Vector Call Queue Priority 4

[mariner31]

Hello All,

Im trying to attempt to explain an unfortunate 50minute wait in our call centre. The phone tech is away but I have some experience on the definity switch.

10. I queue calls to a Skill.
20. Then I collect digits after an announcement advising customers to press 1 to stay in the queue or else they will
go to a cover path (voicemail box).
30. If the caller does press 1 to stay queued to the skill I use a goto step pointing back to line 10 above.

My question is. Will that call then be placed at the back of the queue? Or will it still retain its length of wait and still be prioritised at the front of the queue accordinly?

Regards,

Pete

 

[avayaman]

Tiramisu: I hooked up CMS & tried putting calls through to the following vector

1: wait time 1 second hearing ringback
2: consider skill 1 adjust by 0
3: queue to best (I know best is only skill 1 in this case, works with Queue to skill 1 as well)
4: goto step 8 if expected wait time for call > 9999
5: announcement XXXX
6; wait time 10 seconds hearing music
7: goto step 5 if unconditioanlly
8: busy

I set the queue length as 1 in hunt 1

I generated 1 call to an idle agent in skill 1 & answered it, all others in skill 1 in aux work or logged out.

Next I generated another call & let it Q

Next I generated another call. It went to busy, since the Queue length in the hunt group is set to 1.

I then hung up the queued call first, then original call which was active witht the agent.

CMS only showed 1 call abandoned which was the call I had queued & hung up before the first call. It did not show the call that was momentarily queued & routed to busy, as an abandoned call. Neither did it show up as an outflowed call. This is good news; I think. Even though you Queue the call to best/skill in step 3 above, I don't believe it actually queues at all but just attempts to queue & fails due to the parameter set in step 4. This would explain why CMS ignores it.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
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