I have an AVAYA Definity with ACM 2.2 that supports a large call center. I notice that 1 out of many calls would just drop as it is queuing. I check the vector and everyting looks fine. Is there a limit on the number of calls that can queue? Do have any suggestions on how I can fugure out what is going on? I looked at all trunks and everything looks good there.
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Call drops as it is queuing
- Thread starter nialaman
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I do not see a "Queue Length" option on the 1st page of the hunt group. Once I change the ACD, Queue and Vector options from n to y, most of the option go away and I am left with Calls and Time warning thresholds. None of the other pages have anything in regarding to Queue length.
Okay, I checked the documentation for 2.2 (we have 1.3) and the field you want is "Queue Limit". It's still found on the first page of the hunt group form, directly under the "Queue" field when "Queue" is set to YES. The choices for entry are 1-999, or unlimited.
Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)
Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)
NitramTELEBOY
IS-IT--Management
Susan
Do you work in the health care industry?
Do you work in the health care industry?
NitramTELEBOY
IS-IT--Management
nia,
Do a "display events", enter the time period & vector number in the appropriate fields then hit enter.
If there is nothing there you can also do a list trace on the vector but you may not catch any drop calls at the time of trace.
If you have CentreVu supervisor, I would run a historical queue report during the time calls were reported dropped.
Do a "display events", enter the time period & vector number in the appropriate fields then hit enter.
If there is nothing there you can also do a list trace on the vector but you may not catch any drop calls at the time of trace.
If you have CentreVu supervisor, I would run a historical queue report during the time calls were reported dropped.
DAVIDPAYNE
IS-IT--Management
Are you sure you are on 2.2, 2.1 does not have Queue limits.
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