Queue-Fail when agent in ACW?

[PeteBull]

should a call queue-fail when the only logged in agent is in ACW?

shouldn't there be an event showing that a call failed to queue?

 

[PeteBull]

Sorry, should have mentioned that Queue Limit is set to 1 on the skill.

 

[Stinney]

I believe that, no it shouldn't fail if there isn't a call already in queue. Yes if there is already one call waiting in queue.

You can check events in CM by using the command: display events

Then change the catagory to Vector and you can also enter a date range and the vector number to filter further.

- Stinney

Quoting only proves you know how to cut and paste.

 

[PeteBull]

Stinney, thanks for the quick response.

I did a display events, category=vector, and vector=<the vector number>, but there were no events listed showing queue failure...

 

[Stinney]

Are you sure the queue failed? Are you able to recreate the issue if the only agent available is in ACW?

If so, do a list trace of the vector and see what it says.

- Stinney

Quoting only proves you know how to cut and paste.

 

[PeteBull]

Stinney, thanks again for replying so quickly.

Here is the vector:

01 wait-time 2 secs hearing ringback
02 queue-to skill 1st pri l
03 goto step 6 if queue-fail
04 wait-time 999 secs hearing music
05 goto step 4 if unconditionally
06 disconnect after announcement 27005


and here is a trace while the agent is in ACW:

list trace vector 8

LIST TRACE

time vec st data

17:46:33 0 0 ENTERING TRACE cid 6843
17:46:33 8 1 vdn e49019 bsr appl 0 strategy 1st-found override y
17:46:33 8 1 wait 2 secs hearing ringback
17:46:35 8 2 queue-to
17:46:35 8 2 queueing to skill 492 pri l
17:46:35 8 3 goto step 6 if queue-fail
17:46:35 8 6 disconnect 27005
17:46:35 8 6 announcement: board 02A02 ann ext: 27005
17:46:38 8 7 LEAVING VECTOR PROCESSING cid 6843
17:46:38 8 7 TRACE COMPLETE cid 6843


and here is the display events from that vector after the test call:

display events

EVENTS REPORT

Event Event Event Event First Last Evnt
Type Description Data 1 Data 2 Occur Occur Cnt

82 Holiday table empty 8/6 E 08/10/13:57 08/10/16:25 8

 

[PeteBull]

by the way, vector 8 did have a holiday table step which I removed earlier today prior to testing this queue limit issue.

 

[LoopbackJack]

The queue-fail statement is used in an attendant vector. If the person recieving the calls is not an attendant then change the VDN and vector to be no on the Attendant option. Then change your vector to something like this.
X is the skill you have assigned to the agent

01 wait-time 2 secs hearing ringback
02 goto step 06 is staffed-agents in skill x=0
03 queue to skill x pri l
04 anouncement 1234 (hold announcement)
05 wait-time 30 secs hearing music
06 goto step 4 if unconditionally
07 disconnect after announcement 27005
08 stop

 

[PeteBull]

This is not an attendant vector and these are 'normal' agents, not attendants.

Are you saying that the queue-fail cannot be used except for attendant vectors? I'm confused, what is the purpose of the Queue Limit field in the hunt group configuration?

In this situation I don't care how many agents are logged in, I'm trying to limit the number of calls that can queue to a skill.

It would be nice to use the queue-fail option instead of {if calls-queued > X} since I could then use the same vector for multiple VDN/Skill combination without X having to be the same for each.

Thank you

 

[Stinney]

You can still use the same vector for multiple VDNs if you have variables (CM 4 and up) by doing:

01 wait-time 0 secs hearing ringback
02 queue-to skill 1st pri l
03 goto step 7 if calls-queued in skill 1st pri l = V1
04 announcement xxxx (all agents busy)
05 wait-time 30 seconds hearing music
06 goto step 4 unconditionally
07 disconnect after announcement 27005

Then you can define in the VDN variable V1 the number of calls you want to allow to be in queue.

- Stinney

Quoting only proves you know how to cut and paste.

 

[LoopbackJack]

Correct, queue fail only works in attendant vectors. The queue limit setting on the hunt group form will give a busy signal to the caller once that limit is met.

If you need to limit the number of call in the queue without giving a busy signal, add an additional line before the queue-to statement:

goto to step x if calls-queued in skill x pri l = y

y being the number of calls that is the max. The goto step can be a disconnect announcement or what ever

 

[PeteBull]

I'm not getting a busy on queue limit met.

 

[LoopbackJack]

What does your vector look like now?
I just tested in my lab, set the queue limit to 1 in my hunt group. Made a test call...went through, then started a second test call while the first one was still connected....busy signal.

 

[DAVIDPAYNE]

LoopBackJack i s correct. If you have set a limit on the hunt group, then you get a busy when that limit is meet.

 

[Stinney]

No busy for us either. Call doesn't queue, goes to next step in vector which is music loop.


- Stinney

Quoting only proves you know how to cut and paste.

 

[PeteBull]

Here is the vector now.

display vector 8 Page 1 of 6
CALL VECTOR

Number: 8 Name: PAE Queue Fail
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 2 secs hearing ringback
02 queue-to skill 1st pri l
03 goto step 6 if calls-queued in skill 1st pri l > 1
04 wait-time 999 secs hearing music
05 goto step 4 if unconditionally
06 disconnect after announcement 27005
07
08



and I get music.

 

[Stinney]

> than 1 will allow 2 calls through, you need it to be = 1

- Stinney

Quoting only proves you know how to cut and paste.

 

[PeteBull]

changed to:

display vector 8 Page 1 of 6
CALL VECTOR

Number: 8 Name: PAE Queue Fail
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 2 secs hearing ringback
02 queue-to skill 1st pri l
03 goto step 6 if calls-queued in skill 1st pri l >= 1
04 wait-time 999 secs hearing music
05 goto step 4 if unconditionally
06 disconnect after announcement 27005
07


now I am back to the original problem of when the single agent is in ACW, a new call gets the disconnect step.

 

[LoopbackJack]

How may calls do you want to be the maximum in queue? In your vector example, If you have 1 agent logged in and they are in ACW, then the call comes into the vector, queues, checks that there is 1 call or more in queue then sends it to the disconnect because it's the 1 call in queue. Maybe you want to change the queue check to be =>2. If they are in ACW wrapping up the previous call it sounds like you would need at least 1 to queue.

Rock on, be strong... SG
APDS UC, APDS CC, ACE IP Telephony

 

[LoopbackJack]

...or you can move your check queue calls to the step before you queue the call and leave the check statement at=>1. Assuming you only want 1 call in the queue.

Rock on, be strong... SG
APDS UC, APDS CC, ACE IP Telephony