Issue with Calls queued but hang out in Limbo

[slengua]

I have a peculiar problem. I have a hunt group with one agent. The queue size is 8. On my vector I have a step that tells the system to route calls to an announcement and then disconnect them after playing it if current calls in queue are greater than 8. The problem is that this isn't working and calls continue to queue up. Any calls that queue after the 8 just hang out in limbo and never route to the agent even though they are available. Below is my vector and hunt group form. Let me know if anyone has any suggestions.

Number: 18 Name: TCAA, Queue
Multimedia? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 goto step 17 if staffed-agents in skill 47 > 0
02
03 wait-time 4 secs hearing ringback
04 goto step 20 if calls-queued in skill 36 pri m > 8
05 queue-to skill 36 pri m
06 announcement 4179
07 wait-time 44 secs hearing music
08 announcement 4180
09 wait-time 44 secs hearing music
10 goto step 6 if unconditionally
11 stop
12
13
14
15
16
17 disconnect after announcement 4181
18 stop
19
20 disconnect after announcement 4182
21 stop
22

This is the hunt group..

Group Number: 36 ACD? n
Group Name: TCAA, Admin Queue? y
Group Extension: 5881 Vector? y
Group Type: ddc
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Limit: 8
Calls Warning Threshold: Port:
Time Warning Threshold: Port:
Group Number: 36 Group Extension: 5881 Group Type: ddc
Member Range Allowed: 1 - 1500 Administered Members (min/max): 1 /1
Total Administered Members: 1
GROUP MEMBER ASSIGNMENTS
Ext Name (24 characters) Ext Name (24 characters)
1: 5882 TCAA, Front Desk 14:
2: 15:
3: 16:
4: 17:
5: 18:
6: 19:
7: 20:
8: 21:
9: 22:
10: 23:
11: 24:
12: 25:
13: 26:

At End of Member List

 

[SparkyDTMF]

Perhaps adding a CHECK SKILL 36 PRI M IF CALLS-QUEUED < 9 at step 4 might help?

 

[phonepd]

I think you need to change step 4.

04 goto step 20 if calls-queued in skill 36 pri m > 8

There will never be more than 8 calls in queue for this skill.
Your skill queue size is 8 so you need to change the above statement to > 7. When the system sees the 9th caller there is not a queue slot to place them in. But the caller remains in the vector until they give up.

 

[slengua]

I got the answer to this from another thread. Your absolutely right phonepd. Since there is no queue slot for them they go into vector processing and stay there. I do have one more question. Does every call that comes in need a slot? We get tons of calls at a certain time. We get up to 30 calls at the same time kind of like a radio contest. So if my queue size is 8 but my vector step says goto step 20 if calls-queued in skill 36 pri m > 7 what happens to call 9,10,11 and so on? Do I need to double my queue size to say 14? Or will one queue slot suffice for mulitple calls?

 

[phonepd]

Yes, every call needs an agent to answer or a queue slot.

Caller 9 and up will listen to announcement 4182 and then get disconnected. I do not know what this skill is for but 8 calls queued for only 1 agent is quite a few already.

You could give the caller a choice and send them to an another vector that plays an announcement that gives them the chance to return to vector 18 by pressing 1 or to call back later. This may or may not work depending on how long the calls usually last for this skill.