Vector - Call queues to two Skills question

[AvayaHelp]

I have two ACD Agents, Agent A has skill 1 and Agent B has skill 2. They claim that once in a while Agent A will be on a call and about a minute into the call Agent B will join in. Agent B states he gets a call on his phone and when he answers it he is in Agent A's call. So they have a party-line problem occuring.

Based on what is configured below, could this vector be causing the problem? I thought that once the call was answered from the first queue it would no longer be seen in the second queue. Also I have an S8710 cm 2.0 and have heard that a patch is need to fix this, anyone heard of that?

display vector 31 Page 1 of 3
CALL VECTOR

Number: 31 Name: MAIN
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
...
04 queue-to skill 1 pri m
05 wait-time 1 secs hearing silence
06 announcement 40032 (all agents are busy...)
07 wait-time 19 secs hearing music
08 queue-to skill 2 pri m
09 collect 1 digits after announcement 41003 (all agents are busy with vm option) for none
10 route-to number 8631 with cov y if digit = 1
11 wait-time 18 secs hearing music
12 goto step 9 if unconditionally
...
Thanks

Self taught on S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[definityandcmuk]

Does agent B get anything on his/her display when the call rings through, and then when they are connected?

The vector shouldn't cause this, it's OK to queue to one skill and then to queue to another it
shouldn't "conference" the call in

can you maybe do some monitoring at the agents' location

I can't see any PSN that exactly matches your description for CM2.0

can you post the config of agent B's station (page 3 & 4 buttons)

 

[AvayaHelp]

Here is Agent A pages 3 & 4
STATION
SITE DATA
Room: Headset? y
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 7
Building: Set Color: black




ABBREVIATED DIALING
List1: personal 1 List2: group 1 List3: system

BUTTON ASSIGNMENTS
1: call-appr 5: aut-msg-wt Ext: 3277
2: call-appr 6: aut-msg-wt Ext: 8631
3: call-appr 7: vu-display Fmt: 1 ID:
4: brdg-appr Btn:1 Ext:3277 8: headset
Line 4 is a bridge to a third phone line not involved in this senerio.
STATION

FEATURE BUTTON ASSIGNMENTS

9: abrv-dial List: 3 DC: 99
10: work-code
11: abrv-dial List: 2 DC: 85
12: after-call Grp:
13: auto-in Grp:
14: aux-work RC: Grp:
15: abrv-dial List: 2 DC: 84
16: release

Here is Agent B pages 3 & 4
STATION
SITE DATA
Room: Headset? y
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 7
Building: Set Color: black




ABBREVIATED DIALING
List1: personal 1 List2: group 1 List3: system

BUTTON ASSIGNMENTS
1: call-appr 5: autodial Number:
2: call-appr 6: brdg-appr Btn:1 Ext:3240
3: call-appr 7: vu-display Fmt: 1 ID:
4: brdg-appr Btn:1 Ext:3255 8: headset
Line 4 is a bridge to a third phone line not involved in this senerio.

STATION

FEATURE BUTTON ASSIGNMENTS

9: abrv-dial List: 3 DC: 99
10: work-code
11: abrv-dial List: 2 DC: 85
12: after-call Grp:
13: auto-in Grp:
14: aux-work RC: Grp:
15: abrv-dial List: 2 DC: 84

Self taught on S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[AvayaHelp]

Sorry, to answer your other question: I have not found out yet what is displayed on the phone but I suspect I never will as they use CMV and keep their Vu-Stats up all the time so there is no room to see anything else.

Self taught on S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[SF0751]

Is the bridged appearence for Agent B's 6th line (not 4th) involved in this scenario?

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[AvayaHelp]

OOPS missed that one, no it is not part of this either.

Avaya has told me that there is a known issue with calls going to the first queue and then even though it is answered can also ring to a second queue. They stated there is a patch for this.

Anyone know this to be true?

Thanks

Self taught on S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[mikej97204]

We have had this problem as well. It seems to happen where the first agent is already talking to the client and the phone rings for the 2nd agent and when she clicks on the answer button she is connected to the first call in progress.

We started seeing this after we went to a new CTI call center application last April. The CTI Call App programer says it's not his software and that it's MCI sending us a call on two trunks. I've done testing with MCI and they say they are not sending us the call twice. Which makes sense since the 2nd call agent doesn't get joined in until after the other agent has been on the call for a minute or more.

I still think it's the CTI software but haven't been able to prove anything. Nor have I been able to trace it to any activity or other occurance. It doesn't happen that often, but it does on occasion and gets the call center manager all hopping.

I don't have any answers or suggestions, just wanted to say I have seen it happen in our call center as well. Are you running custom CTI call center software that sends calls to the agents and causes screen pops on the call application software on each workstation? That is what we have here. Our PBX is a Definety G3siV9 on 9i.05.1.122.4

Mike

 

[AvayaHelp]

Thanks mike I thought I was going crazy and now I know I'm not lol.

Self taught on S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[SF0751]

Is this JUST happening to Agents A & B, or other agents within these skills, as well? If you have CMS, you might be able to capture something useful with an Agent Trace.

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[AvayaHelp]

Thanks Susan, I am ahead of you with the Trace and yes it is only these two Agents.

Self taught on S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[SF0751]

Very weird - I would think that if this problem were system-wide, it would occur to other agents within these skills. I guess you could delete/recreate their agent ID's and/or their stations, but I think that if this were happening to my staff, I'd wait until it reoccurs so I could see what CMS captured. Then again, I'm a nosy curious individual.

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)