Has anyone had any experience with a Definity vector cutting off calls at the Queue-to step? It only happens on about 2% of our calls, but that's more than enough. The vector plays an announcement, then queue's the skill. Some callers hear the announcement, then get cutoff. I have a Definity G3siV9 with EAS active. Any help would be appreciated.
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ACD Vector Cutoffs 2
- Thread starter rodyk
- Start date
- Thread starter
- #4
The list trace hasn't shown any anomalies yet, but I will continue to monitor. The disp events didn't show any vector alarms, but if I changed the vector option all, it shows a bunch of code 1643 events - 'off-hook dialing timeout'. I think this just means someone (not necessarily an agent) left their phone off hook too long.
I have suggested to the call center manager that it's possible this is just caused by agent(s) accidentily hanging up on calls as they come in, but she insists it is not anything they are doing wrong.
I have suggested to the call center manager that it's possible this is just caused by agent(s) accidentily hanging up on calls as they come in, but she insists it is not anything they are doing wrong.
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2
- #5
How many calls does the vector queue? How many calls is the hunt group setup to queue? For example, if the vector is setup to queue 15 calls, but the hunt group form is set at 10, the 11th call to reach that step in the vector will be cutoff.
-CL
-CL
- Thread starter
- #6
One of the first steps of your vector should be something like:
01 If calls queued in skill ? > 15 goto step 32
02 ????????
......
32 Busy
This is what limits the amount of calls which can queue to a split/skill when using vectors. Setting the queue limit in the hunt group form will just drop the call but nothing more. To effectively limit the queue length, you'll need add a step like listed above, then set the length on the hunt group form 2 calls higher (i.e. 17 calls). If limiting the size of the queue isn't a concern, leave the vector alone and just double the queue length in the hunt group form. It also doesn't come up much anymore but are you using analog trunks? When any type of queue limit is reached in a vector or hunt group or whatever, analog trunks will just drop the call opposed to providing the more understood busy signal.
-CL
01 If calls queued in skill ? > 15 goto step 32
02 ????????
......
32 Busy
This is what limits the amount of calls which can queue to a split/skill when using vectors. Setting the queue limit in the hunt group form will just drop the call but nothing more. To effectively limit the queue length, you'll need add a step like listed above, then set the length on the hunt group form 2 calls higher (i.e. 17 calls). If limiting the size of the queue isn't a concern, leave the vector alone and just double the queue length in the hunt group form. It also doesn't come up much anymore but are you using analog trunks? When any type of queue limit is reached in a vector or hunt group or whatever, analog trunks will just drop the call opposed to providing the more understood busy signal.
-CL
scottyjohn
Technical User
With such a small percentage of calls being cut off are you sure that it isnt a telco network problem? Hope this helps
John
John
- Status