Vectors - Inserting wait step before queue to step

[dfalken]

I was always told to put a 2 second wait step in front of all queue to steps when writing vectors, it's like a best practice. My company had this consultant here before me who re-wrote all the call center vectors and they did not do this.

Recently my attendant said she's getting complaints of people being stuck in queue limbo where they wait and wait but CMS never shows a long abandoned calls so I have think they were never queued. My queue slots are big enough as I have checked this too. I put these two second wait steps in and it seems to have solved the issue just want to hear some other thoughts on the 2 second wait step before a queue step.

Thanks,

Dave

 

[lopes1211]

What I was told 14 years or so ago and have done it ever since. Way back to the old AT&T instructor led classes.

-CL

 

[cycledick]

There can be problems with calls not following steps properly if you don't have the wait time step there. It's often easiest to demonstrate when you have an announcement as the first step. The system will often take several seconds to "catch up" to the vector steps. To the caller it will sound like their call started in the middle of the announcements. Once the call is terminated on the system and gets routed to another vector, you don't really need the wait time anymore. How long you have to wait depends on the type of incoming circuit. Like CL said, I too have been doing it this was for over 10 years. I have often tried to leave them out, but do run into problems when they are left out of the "first" vector. Can't hurt to try things and see when they are needed and when they aren't.

 

[simreal]

The wait step give the system time to process answer supervision.

We had the same situation with vectors written by previous employees. They didn't cause a problem until we upgraded to 3.x

When we were troubleshooting Avay's fix was to add the wait step to all vectors that didn't have it. I had always believed that was the proper wait to build a vector but hadn't seen any affects of doing it otherwise until then.

Oh ... Not only did they say there should be a wait stepp but they also recommended they be at least 2 seconds.

 

[storman113]

Good practice to always use the wait step. As noted anno's can get messed up without. However!, with 'look ahead interflow', check vectors in remote's get messed up with the wait step.

 

[cycledick]

True. LAI is very basic. It simply "checks" the remote vector and if it passes the very first step, it stays at the remote location. So, if your first step is a "wait" step, it will pass that step every time.