"Call Throttling Skill Calls"

[Jsaunde7]

I use a bunch of advance vectors with variables but my business has asked of something I want to know if it's achievable. For example, for calls that come into 2 particular skills, we route these calls to another internal department to assist with volume if EWT is above a certain amount or calls queued is a certain amount. What they want to do is if from 8am to 9am, if we send 100 calls to this internal department, they want to stop sending calls if they get 100 within that hour time frame. I can do this with using counted calls in the vector step or using a variable to count the number of calls. The problem is at the next hour of 9am to 10am, the want to start back sending calls to the other internal department to assist and doing this each our. Essentially limiting only 100 calls going to that department each hour. I thought of trying to use some service hours table to accomplish this but don't think that will work. Also thought of setting up global collect variables and giving them a number to call to change the assignment and it starts over based on the assignment but kind of want it where the business doesn't have to do anything. All the help would be appreciated.

 

[Sean655]

Could you use a service hours table to reset the counter at the beginning of each hour? You're only limited to 5 entries per service hours table which is ok if you don't need to do this more than 5 times per day. You could possibly look into OSSI to reset a variable at a certain time but I don't have experience with that.

https://www.tek-tips.com/viewthread.cfm?qid=1798425

 

[Jsaunde7]

have an example in a vector of using the service hours table to reset the counter at the beginning of each hour. I was thinking that if calls were met within the first 15 min of that hour, how am I going to reset the count. If for example I have 8-9 and 9-10 in the service hours table, what am i putting in my vector step to stop sending calls from 815-9 if it has received 100 calls at 8:15 and starting back sending calls 9am if that makes sense.

 

[Sean655]

This is a bit tricky, eh? To stop the calls you may want to count calls and store in a variable. "set a = a add 1". Then say "goto step x if a >99"
To start sending calls again at 9 maybe use "goto step x if service in table 1" where table 1 actually is from 9:00 to 9:01. Step X says "set a = a mul 0"

I don't think I'm way off but hopefully not far. Something to play with at the very least.

 

[Jsaunde7]

yeah, I'll try playing around with that. The tricky part is having the 5 timeframes in the service hours table making the calls start over, seems it will look at all the times in the table and start over again in the same hour if calls have been met for that hour.

 

[Sean655]

Here's some thought on possible vector steps. I'm just using 8am and 9am as the intervals that the backup team will accept calls and I didn't utilize a service hour table. I'm also using vdn 1234 as the helper vdn so that we have a way to count those calls. I don't know if counted calls get stored globally (unfortunately I think not so using set a = a add 1 may be necessary)
Since I don't see a way to reset the counted calls via vectoring I'm increasing the count by 100 for each interval.

1. goto step 4 if time of day is mon 08 00 to 08 59
2. goto step 6 if time of day is mon 09 00 to 09 59
3. queue to skill 1 (the normal call taking skill)
4. goto step 9 if counted calls to vdn 1234 is < 99
5. queue to skill 1
6. goto step 9 if counted calls to vdn 1234 is < 199
7. queue to skill 1
8. stop
9. route to number 1234 (helper queue via vdn 1234)

This looks like a good doc, maybe there's some better answers you can pull from it.

https://downloads.avaya.com/css/P8/documents/101013903

 

[Jsaunde7]

Using Time of day will work, will just make vector a little longer. I should be able to use a local variable to count the calls since it will count each vdn call that comes into the Vector. I will try this and post the Vector once done and gather your thoughts.