ACD Dropped Calls (Queue Length)

[Realign]

Site Info: G3SI V11 Intuity MAP5 CMS V6
Good Afternoon All. First I would like to say that all of your posts have helped through some rough terrain with my site. I have reviewed all posts on dropping calls & queue lengths, however the answers required are not definitive. Please help.
Situation: Numerous Agents are dropping calls and customers are complaining.
Previous posts indicate the problem may lie with the queue length on the associated hunt groups. My understanding is that if the queue length is 55, the 56th caller will go into vector neverland. Is this understanding correct?
Question:
Besides the queue length on the hunt group, is there any other possible reason this may happen so frequently?
When attempting to change the size, I received the message “no space available to add data” Where in the CMS data collection do I need to increase the size? Below is the basic information which was requested by previous posts:

Group Number: 1 ACD? y
Group Name:
Queue? y
Group Extension: 4401 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Length: 55
Calls Warning Threshold: 2 Port:
Time Warning Threshold: 25 Port:

HUNT GROUP

Expected Call Handling Time (sec): 180
AAS? n Acceptable Service Level (sec): 20
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective: 1
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n


HUNT GROUP

Message Center: none

LWC Reception: spe

HUNT GROUP
Group Number: 1 Group Extension: 4401 Group Type: ucd-mia
Member Range Allowed: 1 - 200 Administered Members (min/max): 2 /84
Total Administered Members: 78



Number: 1 Name:
Multimedia? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 goto vector 75 if holiday in table 1
02 goto step 23 if staffed-agents in split 4 > 0
03 goto vector 90 if time-of-day is all 18:00 to all 08:28
04 goto vector 90 if time-of-day is fri 17:00 to mon 08:28
05 wait-time 5 secs hearing music
06 queue-to split 1 pri m
07 announcement 4801
08 wait-time 10 secs hearing music
09 collect 1 digits after announcement 4849
10 goto step 12 if digits = 1
11 goto step 13 if unconditionally


CALL VECTOR


12 messaging split 32 for extension 3022
13 wait-time 5 secs hearing music
14 announcement 4847
15 wait-time 25 secs hearing music
16 announcement 4801
17 wait-time 25 secs hearing music
18 goto step 9 if unconditionally
19 stop
20 wait-time 998 secs hearing music
21 goto step 22 if unconditionally
22 stop


CALL VECTOR


23 disconnect after announcement 4807
24 stop
25




Number: 82 Name:
Multimedia? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 goto step 7 if staffed-agents in split 4 > 0
02 goto vector 75 if time-of-day is mon 00:01 to mon 23:59
03 queue-to split 1 pri m
04 wait-time 2 secs hearing ringback
05 goto step 3 if unconditionally
06 stop
07 disconnect after announcement 4807
08 09



Your time and efforts are sincerely appreciated.

 

[AvayaHelp]

Oh I had that problem before. You need to get the Vendor Avaya to increase the Lisencing allowing the CMS Data Collection Count to be increased on the CMS Side. Don't do it yourself if you have the rights to, it may void your maintanance agreement with Avaya.

A cheaper way is to look at your total PBX Queue length allowed count and try to rework the length for each Skill untill you are able to get it to accept your change to the problem Skill. The thing is if you are getting the eeror now, you will need to call the Vendor in the near future anyway when you add more Skills.

I beleive in CMS CentreVue you look under Tools > System set up > Data Storage Allocation

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[Realign]

Great info AvayaHelp. I sincerely appreciate your response. Unfortunately since our CMS is V6 it is no longer supported by Avaya. There are plans in the works for a new system, conversion to a G700, and Intuity LX. However this plan will not be approved until next year.
As for the CMS data, I increased the queue length little by little to see exactly how much I could get away with. It took 75. So from 55 to 75 this should help correct? Is there anything else which I may have missed? Should I increase the Expected call handling, or service level?
Your thoughts are appreciated.

 

[AvayaHelp]

Your queue length issue is not related to the expected Call Handling or Service Levels as they are used for reporting purposes and not queue length.

I would only do one more thing if you can find the time to do so,run a skill based report for each skill for the past three months looking for peak busy periods. Track the average for each skill's peak for that three month period then add 5. This is the number you would add to your queue length for that skill. Hopefully you will find that some of your skills are over compensated and thus gain more Data Allocation room for future use.

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[Timbo50]

Can you tell me in your disp sys cust in the call center page is EAS set to yes or no

And using li conf all how many call classifier cards have you got

 

[marcell55]

If you really want to see if it's queue length that's a problem, you can add step in your vector to allow for that, and have it route to a VDN called "Queue Fail". The vector that VDN points to can go to voicemail, play an announcement or something like that. Then, you can pull a report on the VDN through CMS to see how many times calls are hitting it.


change vector 1
- hit F6 to edit
- type "i 7" to insert a step before step 7.
- Step 07 should say...
"goto step 26 if queue-failed"
- Step 26 should say...
"route to number 4490 with cov n if unconditionally"

(4490 is the new VDN that you will create called "Queue Fail") Then you just have to add VDN 4490 (make sure it's measured externally or both. Then write the vector for that VDN to do what you'd want it to do.)

 

[johnnydialtone]

To make sure there is a queue length problem do a disp events and look for "Call cannot be queued" in the event description field.

In the next field it will show you the vector and step where the problem is occurring.

One thing to consider is cranking the up the queue length in the hunt groups will put more heat on your trunk groups. Be sure you have the bandwidth. You may need to play a busy in the vectors at some point not to flood your trunks.

 

[Realign]

Good Morning All. I cannot thank you all enough for your help and your knowledge.
AvayaHelp – There are skills for other departments which have 55 allocated to them, however they don’t take 55 calls in a week. So If I really need to allocate, I can drop these departments down. The main people who are concerned about the dropped calls are customer service, which are approximately 75 members x 4 splits.
Timbo50 – EAS is set to NO
Marcell55 – Excellent idea. I will configure the described vector and VDN and give it a try.
JohnnyDial – Unfortunately the only events I have are “No digits collected”.
This morning I received a call in complete panic. They stated when customer service transfers to another split, it is only dead air. After looking at the vector, the wait time should have been accompanied by music. This was not happening. Approximately 3 weeks ago, I had a scheduled power outage. Apparently the music on hold was never turned back on. Just brilliant. So with 500+ people between two buildings, the first time this was noticed was now??? Now this brings into play another scenario. If a customer calls a department, and while waiting they are hearing nothing, wouldn’t it make sense that the customer thinks they were never connected, and hang up? = Dropped calls. Brilliant. Thoughts?

 

[DAVIDPAYNE]

Some times the most simple of answers are the correct ones.

 

[AvayaHelp]

I just wanted to say that Marcel's post is good and would help in the future but you have a problem today, sorry Marcell I'm not trying to rain on your post, so if you only do what he has suggested you will have to wait for a failure to see if you have a problem. You already know you have a problem so research when the problem occured, how often and for which skills now so you can correct it now. But do implelement what he has mentioned for future issues.

As for Johnnydialtone - also sorry johnny - this would not show calls that cannot even queue as a result of the back log of failed queued calls.

One more thing you can do, not sure if your PBX version can do this but try:
'list measurement ds1 log <board>' to see if you have had any trunk issues. You may also want to run a trunk busy report to see if maybe you do not have enough trunk capacity to handle the over call volumes.

Good luck

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[johnnydialtone]

AvayaHelp:

If the display events doesn't show calls that cannot be queued what does the info below tell me?


Event Event Event Event First Last Evnt
Type Description Data 1 Data 2 Occur Occur Cnt

520 Split queue is full Split 2 200 01/24/13:10 04/04/13:52 26
20 Call cannot be queued 2/10 200 01/24/13:10 04/04/13:52 26

I was thinking it showed that 26 times between 1/24 at 13:10 and 4/4 at 13:52 a call could not be queued in H.G. 2 as the split was full.

The 2/10 relates to the vector number and the step in that vector.

Thanks.