Call in queue, No Staffed Agents

[jmbailey]

Okay. Been scratching my head about this one. This have never been an issue because of the quantity of agents we have in our contact ccenter, But, we are turning up a small ACD group for one of our departments and have run across a scenario that we haven't been able to figure out a resolution.

So, a call comes in and gets queued to a skill. At the time there are 2 or 3 agents logged in all on calls. For whatever reason, they all go in to aux and don't see the call in queue. They then log out after their call and leave. The queued call is still there. How do we grab that call back and route it somehwere else?

Here's the dilema.....there is only one announcement (about 2.5 minutes long) that is playing during the queued process. It is part of a collect staement and even though we tell the message to repeat, it doesn't repeat via the vector steps. It automagically repeats (we assume) because it is part of a collection step. So, based on the fact the collect step goes indefinately until a key is pressed, is there any way to "recall" a call that has been put in queue?

Here are our vector steps in question:

13 # call is internal.
14 announcement 80902
15 queue-to skill 2nd pri m
16 queue-to skill 5900 pri m
17 goto step 24 if unconditionally
18
19 # call is external. play external announcement. q with high priority
20 announcement 80901
21 queue-to skill 1st pri h
22 queue-to skill 5900 pri h
23
24 # play announement
25 collect 1 digits after announcement 80920 for none
26 goto step 68 if digits = 1
27
28 # check if skills are still staffed
29 goto step 36 if staffed-agents in skill 1st < 1
30 goto step 36 if staffed-agents in skill 2nd < 1
31 # listen to announement again
32 goto step 24 if unconditionally

 

[bleebrant]

On steps 29 and 30 you do have the calls redirected if staffed agents in skills 1st and 2nd are less than one. If there are no agents logged in, calls should follow those steps. But I'm not sure what your skill 5900 is-perhaps you need to add another redirect step if this skill is unstaffed.

 

[jmbailey]

5900 is purely a queue lamp and really isn't part of the equation.

I agree that 29 and 30 should work, but when watching the trace, the vector NEVER comes out of step 25 unless you press a digit. We have found the announcement loops indefinitely within step 25. We thought the announcement would play once then drop out of 25, which would allow us to check the staffing and THEN loop back to 25 to play the announcement again.

 

[BIS]

What does step 68 do?

Anyway, I don't understand why you are using a collect statement, try:

24 # play announement
25 announcement 80920
26 goto step ? if staffed-agents in skill 1st = 0
27 goto step 68 if digits = 1

 

[montyzummer]

+1 ^

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[jmbailey]

The announcement in step 25 is about 2.5 minutes long. It is background music with 4 small announcements layered over the top. The department wants people to be able to hit a key any time during the message if they would like to be transferred to voice mail to leave a message instead of holding.

 

[montyzummer]

you can add a go to step 36 if calls queued =>1(problem during working hours if you do want calls to queue) , or add an expected wait time 20 secs , or if oldest-call-wait >20.....so it then fires off to your back up step.So a few options to play with depends on what works best for you

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Stinney]

1) You're positive that all agents are logged out and there are 0 staffed?

2) Have you done a list trace on the vector and looked at what the system sees when it hits steps 29 and 30? Does it see 0 agents staffed?

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[jmbailey]

Stinney: The vector trace never shows it coming out of step 25 unless a digit is pressed. It just keeps looping the announcement until the call is answered or a digit pressed.

Montyzummer: I'll play around with that. The oldest call waiting might work, but becomes a constant, is that a parameter that once set is always active for the current call queued (I assume)?

 

[bleebrant]

If the announcement keeps repeating it sounds as though it is programmed as a repeating type announcement; if it is set that way, the announcement may continuously play until it is interrupted, for example by pressing 1, and not move to a next step. What type of announcement is it?

 

[jmbailey]

Dang!!! That might be it. I was just able to break away from some stuff and looked that the announcement and it is set for "integ-mus". That repeats doesn't it? I'll change it tonight to "integrated" and test. I don't know how it got set to that, but I'm guessing that might be the issue.

 

[jmbailey]

That worked!! It was the "integ-mus" causing the looping. It is all good now!!

Thanks everyone for the assistance!!!