Queued calls never route to voicemail if agents unavailable 1

[dynamos2000]

Good morning, over the weekend, I tested the following simple (so I thought) vector. Step 8 goes to steps 12-17 if caller presses 1. Everything is fine but the following:
1. If ALL agents are unavailable/auxed out when the call comes in, everything works fine. Caller gets routed to voicemail
2. If at least one agent is available and the call is unanswered, the call will ring and ring, never routing to to voicemail even though those agents will be auxed out for not answering call. I also tried replacing line 15 with oldest call greater than x many seconds, but the call just stays in queue as well.

Any ideas? Thanks in advance for your help.


01 goto step 19 if staffed-agents in skill 99 > 0
02 goto step 20 if staffed-agents in skill 98 > 0
03 goto step 20 if time-of-day is fri 17:00 to mon 08:00
04 goto step 20 if time-of-day is all 17:00 to all 08:00
05 goto step 21 if holiday in table 1
06 goto step 19 if staffed-agents in skill 1 = 0
07 collect 1 digits after announcement 8131
08 goto step 12 if digits = 1
09 route-to number 5512 with cov y if digit = 2
10 route-to number 5547 with cov y if digit = 3
11 route-to number 5528 with cov y if digit = 4
12 wait-time 2 secs hearing silence
13 queue-to skill 1 pri m
14 wait-time 30 secs hearing music
15 goto step 20 if available-agents in skill 1 < 1
16 goto step 14 if unconditionally
17 stop
18
19 messaging skill 50 for extension 4170
20 messaging skill 50 for extension 4213
21 disconnect after announcement 8223
22

 

[DAVIDPAYNE]

Are your agents set to auto answer, or do there phones ring?
If they are not set to auto answer, then I would check to make sure that some agent is not forgetting to log out. And do you have RONA enabled?

 

[dynamos2000]

Hi, phones ring, no autoanswer. For my testing the agents are not logging out. I want to account for calls that come in when agents have gone to a meeting / lunch etc. and forgot to log out, so after a specified time, the call will route to voicemail.

RONA on hunt 1 is set to '3'

 

[DAVIDPAYNE]

The problem you are having is that the phone system will route a call to an available agent. That means if they are logged in, and not on AUX. There phone will ring. If you want to handle this as and Agents forgets to logout, or go to AUX before they leave there desk then you need to use Redirect On No Answer. You set that up on the Skill/Hunt group screen. With out that, the system dose not care that an agents is not at his station, it only cares that they phone said he was ready to take a call, and it sent one to him. That is the ringing you are hearing is the ringing of the agents phone.

 

[dynamos2000]

As stated before, on rona, there is a value of '3', doesn't that mean we are using rona? Am I missing something? The ringing continues after no phone is ringing as the agents are auxed out when they don't answer it. Seems like step 15 would eventually come into play as there are agents logged in but none available.

 

[Jolagues]

this might be helpful it is working at my site on 60 plus vectors.

01 wait-time 0 secs hearing ringback
02 goto step 21 if staffed-agents in skill 921 = 1
03 goto step 6 if available-agents in skill 21 >= 1
04 goto step 19 if time-of-day is fri 18:00 to mon 08:30
05 goto step 19 if time-of-day is all 18:00 to all 08:30
06 queue-to skill 21 pri m
07 announcement 84502
08 wait-time 16 secs hearing music
09 announcement 84503
10 wait-time 30 secs hearing music
11 announcement 84503
12 wait-time 30 secs hearing music
13 announcement 84503
14 wait-time 30 secs hearing music
15 announcement 84503
16 wait-time 30 secs hearing music
17 goto step 21 if unconditionally
18 stop
19 collect 5 digits after announcement 84518
20 route-to digits with coverage y
21 messaging skill 999 for extension active
22 goto step 21 if unconditionally

José

Please let me know if this was helpful

 

[DAVIDPAYNE]

Where does the Redirect go?
Check Hunt Group "Redirect to VDN

 

[dynamos2000]

Hi guy,
Looks like it doesn't go anywhere. I take it I should have a VDN that goes to the order entry mailbox and plug that into the hunt? Makes sense now. I guess if its in queue, step 15 is just ignored, weird but maybe thats normal.


Skill? y Expected Call Handling Time (sec): 180
AAS? n Acceptable Service Level (sec): 30
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings): 3
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n

 

[DAVIDPAYNE]

The system looks to see if agents are logged in and available. And if there are agents available and a call comes in, it will route the call to the agent that the system thinks is available. If that agent is not there (And they forgot to logout or select AUX), i.e. lunch, etc. then there phone starts ringing. At that point the call is no longer in queue it has been given to that agent. So any additional steps in your vector are not process. The Redirect on no answer gives you the ability to have the system take back those calls that are not answer and send them somewhere else. New VDN, vector with higher priority to another group, voice mail whatever.

Hope this helps.