VMPro calls still in queue that go to VM are tallied as lost

[nunodavid]

We are implementing IPO R6.1 with latest CCR& VMpro.

The call flow is similar to the one described in:

http://www.tek-tips.com/viewthread.cfm?qid=1039550

Our hunt groups have queuing turned on and when they get Still Q'd Greeting they are presented with the menu option to press a number to leave a voicemail or hang on to return to Q.

In our vmpro flows the "Voice Question" action is flagged as "answered in voicemail" but still the CCR groups Lost Call statistics add up for each call that decides to leave a vm.

This skews up Lost Calls numbers that are decisive for this call center. We have double checked this and it seems like a bug.
Any comments?

 

[tlpeter]

Sounds normal to me.
The call is lost because the caller left a voicemail and left the queue before it was answered by an agent.


BAZINGA!

I'm not insane, my mother had me tested!

 

[hairlessupportmonkey]

correct. so, you can report on calls that end up in VM, or get more agents to answer calls, or turn off VM

ACSS - SME

 

[nunodavid]

Update: The voice question action is misbehaving but a simple leave mail action is not incrementing lost calls total!
The customer is not happy (they wanted the voice question feature) but I guess we are better off now.

 

[hairlessupportmonkey]

then build your AA on the leave mail action then?

ACSS - SME

 

[nunodavid]

We have tested a goto HG.leave for DTMF option 1 and a voice question on the leave start point. Calls are still counted as dropped.

The strangest thing: If the caller drops the call while on a leave action then Lost is not increased (as we expected). But if the caller press # at the end then we end up with plus one call lost.

(We are testing using internal calls only).

 

[tlpeter]

Try this:
Make a dummy user or use a mailbox.
Put in a voice question in the leave mail section.

Or make a module with a voice question.
Then drag that module in to the queue.

Vmpro can be nasty with special queue's

BAZINGA!

I'm not insane, my mother had me tested!

 

[nunodavid]

Just to report that somehow the "answered in voicemail" flag is now working. Our feeling is that vmpro sometimes misbehaves and does not update cached developments even after save and make live.
It is now working properly without any workarounds needed.

 

[intrigrant]

Do not use "Leave Voice Mail" in VM pro but use the "Listen" option, you have to provide all announcements yourself as this action does not have any prompt of itself, so create a leave message prompt and add a "beep" at the end.
The "Listen" action does not respond on the # and it gives no options after leaving a message.