VDN Service Observe - Selection Criteria

[mrtelcom]

Can anyone tell me what the VDN selection criteria is for Service Observe of VDNs? I'm trying to determine what dictates which call and the amount of time I will have to wait before connecting with a 'live' caller. I thought that maybe it was a function of the queue wait time but I cannot see any parallels between queue times and the next Serv. Observed VDN.
Even in high-volume situations I frequently have to wait several minutes before the next Serv. Observ. VDN is established?
(The process appears to be working properly, just very inconsistent as to when a call will pop in.)
Thanks for your assist....

 

[avayaman]

You should grab the next active call passing through the VDN.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at

http://www.vancouver.hm/email.html

 

[AvayaHelp]

Without more info I cannot give an exact answer but can speculate that if you are observing from the DNIS/DID then you should hear the next call that enters, but if you have a menu option and you are SOing the last VDN in the tree, if this VDN is an option rarely selected by the caller, then yes it would appear you are waitng a long time before hearing the next caller.

Let me know if this helped or provide a bit more detail, and I can try to help you further, we use SO through all VDNs, thanks