Abandoned calls in adjunct action

[Eliav]

Hi
This is a bit long but i hope you will give me some help...
We have a DEFINITY G3siV9 and we connected last month a GENESYS CTI (version 7) to it in order to get more flexible call center (by the way it works really nice).
The configuration is like this :
An incoming call reach the Avaya switch and enter a specific VDN ("VDN ROOT") - in this VDN an adjunct action in done to another VDN (VDN CTI) - this is done in order to give redundancy - in case that the Genesys CTI is down the adjunct command will fail and the vector will continues to work as before the CTI system (with skills), if the adjunct action succeed the call is being handle by the new VDN (VDN CTI) through the Genesys system
The problem is – we see some calls that reach the first VDN and are abandoned during the first adjunct command - the calls only wait for 1 second before it is being transferred to the next VDN any idea what can cause those abandoned calls?

The Root vector is:

CALL VECTOR

Number: 44 Name: ROOT
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 wait-time 0 secs hearing ringback
02 adjunct routing link 1999
03 wait-time 999 secs hearing silence
04 goto step 31 if staffed-agents in skill 98 > 0
05 goto step 8 if available-agents in skill 14 > 0
06 wait-time 1 secs hearing ringback
07 announcement 1851
08 queue-to skill 14 pri m
09 wait-time 2 secs hearing ringback
10 announcement 1852
11 wait-time 15 secs hearing music
12 goto step 31 if staffed-agents in skill 98 > 0
13 collect 1 digits after announcement 1853
14
15 goto step 11 if unconditionally
16
17
18
19
20
21
22 23
24
25
26
27
28
29
30
31 route-to number XXXXX# with cov n if unconditionally
32 stop



The CTI vetor is:

CALL VECTOR

Number: 45 Name: CTI
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 wait-time 0 secs hearing silence
02 adjunct routing link 1999
03 announcement 1851
04 wait-time 8 secs hearing music
05 announcement 1852
06 wait-time 9 secs hearing music
07 announcement 1853
08 wait-time 10 secs hearing music
09 goto step 3 if unconditionally
10 stop
11


Thanks
Eliav

 

[RGarcia87]

First, why 999 secs of silence in the 3rd step of the "root" vector?

We implemented Genesys CTI last year and we had a similar issue with calls abandoning in Genesys, but not in the switch. Genesys was showing alot more calls abandoning than are switch was. This happened only when a call was queued to a skill with calls holding. Genesys would count it as an abandoned immediately and if it was answered it would also count it as an answered call. So, it was counted twice. The fix was to add a 2 second pause before the call was queued to the skill.

In our CTI vector we also added a 2 second pause of silence on the very first step.