Queued Call Interations

[assistu]

IP 406 V1 R3.0(40)

Has anyone ever gone through and documented what happens with queue calls under most circumstances? I am having several inconsistent issues and cannot really find a list of what happens to calls when they meet certain criteria. For instance;

What happens if you a call needs to queue but VM ports are all busy?
What happens if you do not have VM enabled in hunt group, and it has gone through all available agents?
What happens if you do not have VM enabled in hunt group, and it has gone through all available agents AND VM ports are busy?
What does the caller hear if an agent becomes available during the middle of the ETA message?
What does the caller hear if an agent is available right away and they never hear the queue messages?

Those are a few examples, but I have more. If anyone knows this stuff already, or knows where it specifically is in the documentation, please let me know. I’m going to be testing all this stuff onsite soon, but thought I’d ask. If this is information that is vague to all, then I guess I’ll post what I find out when I’m done.

Oh, I’ll be doing an upgrade to 3.0(44) first.

 

[intrigrant]

1. the call will be presented to the group but queue messages are not played
2. the call will start again with the first available agent or if all agents are busy it will queue on the group unles you have a overflow destination
3. see 1 and 2
4. ETA message will be finished and then presented to the agent
5. calling tone

Using the overflow group and the overflow timer at the same time gives some unexpected reaction ( only the last entry of the overflow will ring and the call will stay there until answered ) but avaya claims that it intentionally made like that.

Using the Call Status program will help to see what is going on.

 

[assistu]

Those are some of the things that I have expected to happen that aren't actually happening.

For instance, when calls go through all available agents (once) it stops at the last agent and rings until that one agent answers or until the caller hangs up. (I have let it ring for over 10 minutes.) In other words, NOt working like it's suppose to (it does work properly sporadically). I have been using Call Status. It shows what you'd expect...one phone ringing for 10 minutes.

Also, if an agent becomes available during the ETA message, it immediately gives them MOH while the agent's phones begin to ring. I hear ring tone if someone is available right away and the call never has to go to the Queue messages. This actually kind of makes sense since transfered calls out of VM hear MOH and not ringing.

If the system is not W.A.D. (working as designed) I guess I still need to test it so I can report what's not working properly.

 

[NewNic]

assistu,Im looking forward to your test responces

 

[assistu]

I did some testing recently and here is what I found out. I don’t know how many people already know this stuff, but I thought I’d put it out there anyways for the people (like me) who don’t. Some of these things are obvious, but some of them (like vm port issues) could cause some real problems if not taken into account.

IP Office 406 V1 with 3.0(59)
VMPro with 3.0(17)
2410 Digital Terminals

The findings;
1. If no agents are available, calls will queue. Caller will here the canned or custom queue messages in VMPro.

2. If an agent is available, call will ring on agent’s phone. If the initial agent does not answer the call, it will ring to the next available agent. The call will continue to ring each available agent until it has gone through them all. Then, it will start over with the original agent again. If there is only one available agent the call terminates on that agents phone until answered or that agent disables themselves from the hunt group.

3. If an agent toggles their “hunt group enable” button (making themselves disabled) while their phone is ringing with a queued call, then the call will continue to ring on the agents phone for 3 to 5 rings (I could never get it to be consistent, so I don’t know what’s it’s based on). If there are other agents available, the call will ring the next available agent then continue on to the next if not answered. If there are no other available agents, then the call will return to queue and the caller will hear the queue message.

4. If a call comes into the queue and there is an agent immediately available, then the caller will hear ringing. If there is no available agent, then the caller hears the queue message. If an agent becomes available AFTER the caller has entered the queued/still queued call flow, then the caller will hear music on hold as soon as the agent becomes available and until the call is answered (no matter how long it rings or how many agents it goes through). If the caller is in the middle of the canned or custom queue message when an agent becomes available, the message immediately stops and the caller only hears the MOH while the system rings the agent’s phones.

5. If an agent is on a call (ACD or direct), they will get a call from queue if the put the original call on hold, or attempt a transfer or conference. Agents must disable themselves from the hunt group before doing any of those things so they don’t get another call.

6. Each call in queue busies a VMPro port. “The number of simultaneously calls that are able to hear the queue messages” = “Total VMPro Ports” – 1. So, if you have 8 VMPro ports, only 7 calls are capable of hearing the queue messages. Any other calls that are able to get directly into queue (straight to the hunt groups extension) will only hear ringing until a port becomes available. The last port is accessible for checking message, leaving messages, or to access any other Auto Attendants that may be built. Once all VM ports are busy, ANY incoming call that terminates directly in VMPro will get a busy signal and any call that terminates directly to a station will continue to ring that station without going to voicemail. If a VMPro port becomes available while the calls are ringing, the caller will then be able to hear the queue message or go to the called party’s voicemail box.

7. Here’s an odd quirk that I found that isn’t likely to happen very often. If you call the queue from an internal extension when there are no available agents, and place the call on hold AFTER the queue message starts, when the agent becomes available the call starts ringing on the agent’s phone but does not stop after the agent answers the call. It continues to ring even though the agent is talking to the caller! That’s obviously a bug, but I can’t imagine under what circumstances (other than testing) that this situation would occur.

If anyone has anything to add, please do. The more information about this product the better.

 

[JeSTeROCK]

You have not mentioned no answer times, or overflows. What settings were you using ?

No answer time = how long it will ring at each free agent
overflow time = how long before it overflows (to add other group or to voicemail) if all free agents have been tried

If the call is queueing it will only add an overflow group after the overflow time but will remain queueing.

If the call is queueing and there is no overflow group it will not overflow to voicemail but stay queueing until answered.

You are correct in saying that it will try all free agents. If there is no overflow time will it then queue after trying all free agents ?

It will try all free agents even if the overflow time has passed and then overflow after trying all free agents.

I wish there was an auto group diable setup against the group.

Do people use overflow times with call centers ? and what time do they set them to ? Do you use voicemail leave points to then play other messages and transfer back ?

Only problem I have found with this method is if the call is transfer back from a leave point and then hangs up without being answered the call is not registered as an abandoned call.

So much fun

Try turning on Busy on held for the agent transfer part so they don't receive another call. Doesn't help if they park though.

To Bounce a group call that it ringing on your phone group out and then hit drop or do not disturb.

 

[assistu]

It's two simple hunt groups. No overflow groups set up. So, I didn't test any overflow interactions.

Allocated Answer Interval was set at 30 secs. (I'm assuming that regardless of when the agent makes themselves "unavailable" the call will still ring on their phone for 30 secs).

We discovered the drop thing this morning actually. It's funny you mention it.

Thanks for the tip for Busy on Held. That means agents won't receive any call if they are on a call. This has been an issue with the customer. They want to only get one ACD call, but be able to take any other calls...like a Definity, only it's not.

Thanks!