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CCMA scripting issue

CCMA scripting issue

CCMA scripting issue

(OP)

Experiencing an issue with maximum abandoned delay in one of the scripts. The script is programmed such that there is a force call treatment after a call is waiting in the queue for 30 minutes or more. The call is routed a default IVR application. The issue is calls that stay in the queue for an hour/ two hours even though there is a 30 minute treatment.

Can anyone please explain why this may be happening?

RE: CCMA scripting issue

might be easier to paste the script? also what version of sysmposium, cc6, cc7 or aacc, so we know script limitations

RE: CCMA scripting issue

(OP)
We are using CC6.

Here are some of the conditions checked in the main loop.

IF (AGE OF CALL >= age_of_call_cv AND priority_cv > priority_bump_cv) THEN
ASSIGN priority_bump_cv TO priority_cv
CHANGE PRIORITY IN NETWORK SKILLSET skillset_cv TO PRIORITY priority_cv
CHANGE PRIORITY IN SKILLSET skillset_cv TO PRIORITY priority_cv
END IF


IF NOT QUEUED THEN /* call is not queued anywhere*/
QUEUE TO NETWORK SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 4
IF NOT QUEUED THEN
ROUTE CALL skill_oos_dn_cv /* IVR System*/
END IF
END IF

IF PRIORITY IN QUEUE skillset_cv = 0 THEN /* Call is not queued locally */
IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 2
END IF
END IF

IF PRIORITY IN NETWORK QUEUE skillset_cv = 0 THEN /* Call is not queued remotely */
QUEUE TO NETWORK SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 4
END IF



Here is the check for age of call condition (If exceeds 30 minutes then call is routed to IVR)

IF (AGE OF CALL >= agae_of_call_rtcbk_cv) THEN
OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE language_cv
VOICE SEGMENT callback_xfer_vs
ROUTE CALL ivr_callbackapp_cv
END VOICE SESSION
END IF

We use call priorities, initially the call is queued with priority level 3, then in the section loop the call is requeued with priority 2.

However, the application performance report shows maximum answered delay as 29 minutes (less than 30 minutes).

Are such calls real calls to the queue?

RE: CCMA scripting issue

I would try REMOVE FROM SKILLSET and REMOVE FROM NETWORK SKILLSET commands just before routing to the IVR. I would try to be specific about this but do not remember enough about that version.

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