Call Pilot 150 call center dropping calls

[daveybc]

I have a customer with a MICS 7.1 and Call Pilot 150 3.1 with Basic Call Center. We just set up the call center and it was working. However, we altered the configuration by activating the Estimate Wait Time Ttable. We had 2 technicians call into the call center and it worked just fine. However, after we left the customer got a complaint that an incoming caller was exited out of the system. The customer then tested the call center themselves as this is how it played out:

Total agents set up is 3.
Agent 1 was logged on and talking on phone
Agent 2 was in not ready mode
Agent 3 was logged on and then called into the call center queue on her cell phone(for testing purposes)

The incoming cell phone call made by Agent 3 hit the call center. Agent 3 then pushed the Not Ready Button on her desk phone and her cell phone call went back to the call center queue.....it played the last EWT greeting ("we are experiencing are higher than normal call volume...") and then a prompt came up and said "exiting the system, goodbye".

This is what we used for the EWT greetings (straight out of the Norstar manual)
EWT greeting 1 2 mins.
EWT greeting 2 3 mins.
EWT greeting 3 5 mins.
EWT greeting 4 10 mins.
EWT greeting 5 Thank you for holding....experiencing high call volumes"

We only created 1 EWT table as follows:
EWT greeting 1, 2 mins.
Distribute for, 30 secs
Go To, back to 1 (EWT greeting 1)

Skillset for Day Mode - Routing Step:
EWT greeting table 1 (NO forced play)
Intelligent Caller Input Routing:
Only selection set is: Basic - Skillset Mailbox - 9

In properties, We checked the box for "Use Previous 10 calls to calculate EWT".
Initial call duration was changed from 3 mins. to 2 mins.

Note, Agent 3 has her phone set to Call Forward busy to Voice mail.

Any feedback is appreciated.

 

[curlycord]

Tough one!!!

When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of
rings for Call Forward No Answer must be less than the number of rings for Transfer Callback
Timeout.

Did you check that timing?







=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[curlycord]

I am thinking to myself what they are testing is not a normal thing to do....press not ready when a call is already transferred to you.

If your phone rings, answer it.....if you do not answer it then your phone will go auto into not ready anyway. If the call acts normal after this the I would almost say the system does not support blondes.




=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[daveybc]

To follow up:

I went back to the custom site and double checked the programming for the EWT Table 1 and sure enough I had made a mistake. The table I posted earlier worked perfectly (see below):

Step 1 - EWT greeting 1, 2 mins.
Step 2 - Distribute for, 30 secs
Step 3 - Go To, back to 1 (EWT greeting 1)"

Step 3 was not the right step as shown below and how I had it set up in programming (causing callers to eventually be exited out of the system "goodbye")

Step 1 - EWT greeting 1, 2 mins.
Step 2 - Distribute for, 30 secs.
Step 3 - EWT greeting 1, 2 mins.
End ("end" was posted by default in smaller print right below the table on the left side)

When I changed Step 3 to a "Go To step, back to 1 (EWT greeting 1"), incoming callers would hear the appropriate EWT greeting and were no longer being exited out of the system.

Thanks for the input.