Calls In Queue Not Routing To Available Agents

[hubz]

We had encountered an issue where calls in queue are not being answered by the available agents. Calls queued for 4 minutes before it got answered and prior to this there were 5 available agents base on the CMS real time report. The hunt was configured as EAD-LOA and the agents are using skill level priorities as in below with call handling as greatest-need and auto answer is configured. The skill that was reported to have this issue is skill 101. Kindly advise what I need to check and know to explain what had happened.

AGENT LOGINID
Direct Agent Skill: Service Objective? y
Call Handling Preference: greatest-need Local Call Preference? n

SN RL SL SN RL SL SN RL SL SN RL SL
1: 103 1 16: 31: 46:
2: 130 1 17: 32: 47:
3: 107 2 18: 33: 48:
4: 127 2 19: 34: 49:
5: 126 3 20: 35: 50:
6: 125 3 21: 36: 51:
7: 101 4 22: 37: 52:
8: 108 7 23: 38: 53:
9: 106 7 24: 39: 54:

 

[G van Hamburg]

I’d check the events. (disp events) Are these agents on a remote location? Check your network region and bandwith. If you have not enough bandwith CM keeps calls in que.

Plan your work............Work your plan

 

[smokinjoe2938]

how is the hunt group and vector programmed as well?

 

[hubz]

Thanks for the reply Brandaris and smokinjoe2983.

I have an event type of 542 Can't connect idle agent Split 101 in the display event page. By the way the phones being used are call masters. Below is the configuration of the hunt group and vector:

Group Number: 101 ACD? y
Group Name: Standard Queue? y
Group Extension: 1001 Vector? y
Group Type: ead-loa
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: 30 Port:
Time Warning Threshold: 360 Port:


Skill? y Expected Call Handling Time (sec): 35
AAS? n Service Level Target (% in sec): 80 in 60
Measured: both Service Objective (sec): 30
Supervisor Extension: Service Level Supervisor? n


Controlling Adjunct: none


VuStats Objective: Dynamic Percentage Adjustment? n
Timed ACW Interval (sec): 2 Dynamic Queue Position? y




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

========================

vector 101
Number: 101 Name: Skill 101
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 4 secs hearing music
02 goto step 25 if ani in table 23
03 goto step 20 if ani in table 14
04 queue-to skill 1st pri m
05 wait-time 20 secs hearing music
06 announcement V1
07 wait-time 30 secs hearing music
08 announcement V2
09 wait-time 30 secs hearing music
10 announcement V3
11 goto step 18 if A = 1
12 goto step 16 if A = 3
13 wait-time 30 secs hearing music
14 goto step 5 if unconditionally
15 stop
16 disconnect after announcement 105
17 stop
18 route-to number 1500 with cov n if unconditionally
19 stop
20 consider skill 101 pri t adjust-by 0
21 consider skill 210 pri t adjust-by 50
22 queue-to best
23 goto step 5 if unconditionally
24 stop
25 queue-to skill 102 pri l
26 stop

 

[G van Hamburg]

If you want to determine if your vector is ok then make a test vdn/vector and point this to skill 101. So just the 'step que to'
And your event 542 is a known event. Just google or look at this forum.

Plan your work............Work your plan