Skill "Max Delay" question

[sozmena]

Hi all,
Looking at a daily skill report, I see the "Max Delay" value
is 4 minutes.
But I know that in the related vector the "max delay" is set by the "oldest call wait" value and it is 60 sec.
In this case, the max delay would be 80 sec. or 90 sec.
(with the delay announcements, etc...).
But 4 min is a strange value.
I tried myself and saw that the value is 67 sec.
It is normal. I tried several times and it was always 67-70 sec.
I think, may be CMS mesures the duration sometimes wrongly,
or Definity sometimes cannot check the oldest call wait.

Any idea for this ?

Thanks in advance and my best regards.



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[europe]

Could it bee someone misdailed a number and called the hunt-group extension. Thus not being traced by the vector and had to wait for 4 min to be answered?



Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[sozmena]

Hi europe,
You say that may be someone misdialed and called the
huntgroup extension, but it seems not to be possible,
because the huntgroup extension is not a DDI number.

This can happen if and only if someone in the company
dials the huntgroup extension, and I do not think that
anyone else should do this. Because there is nothing
but a ringback tone.


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[green6]

Are you using CentreVu or BCMS?

Here is the definition from CentreVu for "Max Delay":

The maximum time that a caller waited in queue and ringing before:
Being serviced
Abandoning
Being redirected
Receiving a busy signal
Being disconnected.
The value shown in the Totals line is the maximum of the Max Delay values shown for the individual splits/skills.

Database Item, Calculation, or Database Item, Calculation, or <Calculation Name>
MAXOCWTIME

Notice that Max Delay includes ring time. Is it possible that a call offered to an agent was not answered?

 

[telcomwork]

I have a "Max Delay" of 31:48:00!

There are three groups like this. How can this be? What should I look for?

 

[telcomwork]

Nevermind.

 

[marcell55]

OK, when you check this "Oldest Call Wait" parameter, when is it that you're doing this? Maybe you could paste a copy of your vector on the site. That may clear things up a bit. There are many things that could cause this...for example, if you check "oldest call wait" only once...

 

[telcomwork]

I found the problem, one had logic looping skipping the time of day, the other had oldest call waiting logig for outflow adn one other it hits unessary VDN's instead of going right to a vector.

Thank you for offering!!