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SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

(OP)
System is IP500v2 R9.1.5
190 stations (mixed 5420s & 9608s, some remote vpn phones)
100 SIP trunks.
VMPro and Xima Chronicall w/real time agents. Estimated wait time announcements turned on (both run on same server). Some Xima calls are recorded (via Xima).

Pretty busy Call Center setup with multiple groups and some members belonging multitple groups. Getting complaints of long wait times.


Questions:

Can/does call center reporting software (i.e. Xima Chronicall, Daltel) effect the data shown in System Status?

We are getting bad data from System Status. Such as under "Active Calls" Call Length= 1:13:00 while "Time in State" = 37s and State is "Alerting Announcement".

We are experiencing very long wait time times on some calls. Queue Position announcements are turned on and are wrong (i.e keeps saying wait time is 1 min. while call is on hold for minutes or 1+ hour).

We even have incidents where call gets assigned (routed to user) and never leaves that user (even when user logs out of HG or phone is unplugged).

Overall the IP Office is not running correctly (long wait times, calls stuck in queues) and I am trying to trouble-shoot but not having good data from System Status is not helping.


RE: SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

(OP)
OH, to add more to this.....there may be multiple instances of SSA running. Can this be why SSA is misreporting Active Call info?

I see that only 2 instances of SSA can be run at a given time.

RE: SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

Is the information Incorrect or are users genuinly getting long wait times? Ximas cradle to grave report should be able to confim this.

I doubt that the information form system staus is incorect (there are some areas whre the data is best described as garbage, but actie calls is not one of them)

I woudl supect a programming error on the system. or calls reaching users who are way from their desk.


Do things on the cheap & it will cost you dear

RE: SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

Call Length= 1:13:00 while "Time in State" = 37s and State is "Alerting Announcement".

Makes sense.

The call is over an hour long but the current state, the announcement has been going 37 seconds. Keep watching and it will change to state queuing or ringing most likely and that time in state will reset again.

| ACSS SME |

RE: SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

Too complex call flows switching calls from one group to another using VM Pro cause complaints like that.
Keep it simple : Call hits group and stay within that group ( overflow groupmembers are considered as members of the initial group).
Do not use increasing priorities for callers etc.
I've done TIER 3 support for years and the above always applies when callers complain about unlogical long waiting times.

RE: SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

(OP)
Thank you all for replies. We are currently working on fine tuning the HGs and overflow groups. Will provide updates as process continues.

Question: Has anyone used automatic callback for call centers? Does it work well (if at all) with IP Office?

RE: SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

I've only used callback in CC applications, but it sounds like if they are that busy maybe that's what they should have.

"Trying is the first step to failure..." - Homer

RE: SSA (System Status) Reporting Falsely w/ Call Ctr Sfwr

The one company we have who require this use a company called QueueBuster

| ACSS SME |

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