Terminated Calls in Symposium

[mt6322]

We have an issue in Symposium where the CDN statistics report on CDN 4809 (Price_Info) showing substantial number of calls being terminated (30%). Temporarily, we do not have agents logging-in with the Price_info skillset. The script for CDN 4809)is listed below. Any explanation/suggestions to relove this issue will be greatly appreciated. Thank you in advance.

/* This Script is for Price_Info, calls via Meridian Mail menu (CDP 4809), via route 10 (PRI). Callers are Queued to the Price_Info skillset with Priority 2. on no answer(18 sec) call routes to CDN 4802 BNA_GENERAL

/* IF DATE=Holidays THEN
GIVE RAN Holiday_Ran
DISCONNECT
END IF
*/
IF Out of Service General THEN /* send call to the overide message 611 */
ROUTE CALL 6500
END IF

IF (DAY OF WEEK=Monday..Friday) AND (TIME OF DAY=M_F_HoursA) THEN
EXECUTE Open_Skillset
END IF

EXECUTE Nite

SECTION Open_Skillset

QUEUE TO SKILLSET Price_Info WITH PRIORITY 2
WAIT 18

REMOVE FROM SKILLSET Price_Info

IF NOT OUT OF SERVICE General THEN
QUEUE TO SKILLSET General WITH PRIORITY 2
WAIT 2
END IF

/* ROUTE CALL 4802 */

SECTION Nite

ROUTE CALL 4802

 

[NortelGuy1979]

This would probably best be posted in the Symposium forum; but I post a lot there too so here's my best shot: Your statement:
QUEUE TO SKILLSET Price_Info WITH PRIORITY 2
WAIT 18

REMOVE FROM SKILLSET Price_Info
Would seem to indicate that they are waiting for 18 seconds in that queue; perhaps they are hanging up?

That statistic, in the data dictionary, is:

CallsTerminated
Description: The number of local and incoming network Symposium Call
Center Server calls for this CDN terminated under one of the following
conditions:
* The call was given a Force Busy, Force Overflow, Force Disconnect, Route
Call, or default treatment.
* (NSBR option only) The call reached a non-ISDN trunk while being routed
to a remote site.
* (Meridian 1/CSE 1000 switch only) The call was transferred to an IVR
queue.
* (Meridian 1/CSE 1000 switch only) The call was networked out through an
NACD queue.
Type: int
Length: 4
Based on that, I don't see why you would show "Terminated" calls. Can you post some of a report, and also maybe a call-by-call data from that time period if you can catch one that gets 'terminated' ? If you put this in the other forum I'll gladly follow it up there too. -Matt

Matt H.
TMC - KCMO, USA

 

[NortelGuy1979]

Posted response in the Symposium forum; think I've figured it out. Thanks! -Matt

Matt H.
TMC - KCMO, USA