Something strange

wizzy · Post by **wizzy** » 04 Dec 2006 07:03

I have 10 agents which are on a P.G. named COMPUTERS. Also on a different P.G. called OPERS are the operators.

An incoming call from the public network reaches the OPER group. The operators transfer the call to the COMPUTERS pilot. The most common is that the call waits in the queue until an agent is free. The queue is composed of 6 stages.

Sometimes the call reaches the first stage then the second and then the caller hears the normal tone of ringingfor 5 seconds. Then is placed on hold and then the call is being released.

Here are the settings

Pilot

Code: Select all


Pilot Directory Number : 8915
New Pilot Directory Number : 8915
Directory Name : COMPUTERS 
Pilot Connection Category : 0 
Inter Guide tone Number : 2 
Hold On Guide Number : 2 
Transfer with priority + True
Dissuasion Busy Tone On DDI + False
Current Pilot Rule Number : 0
Restore Current Rule Data + False

General Forwarding 

General Forwarding Activation + False
General Forwarding On Rule + False
General Forwarding Directory Nb : --------
General Forwarding Guide No. : 2  
General Forwarding Guide Timer : 100
General Forwarding Guide Diff Nb : 0

Blocked

Blocked On Rule + False
Blocked Directory Nb : --------
Blocked Guide Nb : 2
Blocked Guide Timer : 100
Blocked Guide Diff Nb : 0
Autocut for blocking + False

Transaction Code Dialling

Transaction Code Dialling Timer : 100
Nb of Transac.Code Dialling Digits : 0
Business Code + False

Time Between Two Calls : 0
Voice Mail : --------
Pilot blocked + False
Auto.WrapUp Timer : 0
Routing Direction 0 : --------
Routing Direction 1 : 8805    
Routing Direction 3 : --------
Routing Direction 4 : --------
  
ABC Local Call Allowed + True
Pilot Facility Category : 0
Pilot Entity No. : 0
Language Number + Greek
Pilot Routing Flag + False
Transfer to pilot in dissuasion + False
Pilot Supervised Transfert + True
Public Network Category : 1
Emergency closure 
                          
Emergency closure address : --------
Emergency closure guide number : 2
Emergency closure guide timer : 100
Emergency closure Diff Nb : 0

Public Rerouting + No public rerouting
Cost Center Id : 255
Call Restriction Category : 0

wizzy · Post by **wizzy** » 04 Dec 2006 07:10

QUEUE

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Node Number (reserved) : 1
Instance (reserved) : 1
Instance (reserved) : 1
Directory Number : 8805

Name : COMUTERS
Type + Normal 
Manual Closure + False
Distribution direction 0 : -------- 
Distribution direction 1 : 8855 
Distribution direction 2 : --------

Before Parking Timer : 0
Wait Queue Superv.Timer : 3000
Wait Queue Superv. Directory No. : --------
Traffic Sampling Time + 5 mn
Max Waiting Time : 3000

PG

Code: Select all


Node Number (reserved) : 1
Instance (reserved) : 1
Instance (reserved) : 1
Directory Number : 8855
 
Name : COMPUTERS
Type + Agent
Manual Closure + False
Search Mode + Search for longest idle
Rotation Timer : 100
Ringing Supervision Timer : 0
Ringing supervision Dir.No. : --------
Wrap-up idle Timer : 0
Wrap-up in pause Timer : 0
Eternal wrap-up + False
Pause after man wrap-up in pause + False
Withdrawal Last Agent + False
Withdrawal after logon + True
Cancel Forward when logon + False
Headset Mandatory + False
Outgoing Calls Forbidden + False
Set Connection Category : 0
Public Network Category : 1
Display on agent screen + Caller and Pilot characteristics
Help On External Call + True
Show Supervisor Listen + True
Display Waiting Timer : 30
    
Supervisors
          
Supervisor 1 : 4101
Supervisor 2 : 4110
Supervisor 3 : 4100
Supervisor No 4 : 4190
Supervisor No 5 : 4116
Supervisor No 6 : 4122
Supervisor No 7 : 4960

Call Tag Display Timer : 30
Pilot Direct Call : 8932
Outgoing ACD Call + True
Release incoming ACD Call Forbid + False
Withdrawal On no answer + True
           
Withdrawal type Parameters
   
Withdrawal type : 1  
Display withdrawal type 1 :    1
Display withdrawal type 2 :    2
Display withdrawal type 3 :    3 
Display withdrawal type 4 :    4
Display withdrawal type 5 :    5 
Display withdrawal type 6 :    6 
Display withdrawal type 7 :    7 
Display withdrawal type 8 :    8 
Display withdrawal type 9 :    9
  
Partial Withdrawal + False
Queue supervision + True 
Log_off last agent + True
Email interruptible + False
CCO + False
ACD call distribution when busy + False

wizzy · Post by **wizzy** » 04 Dec 2006 07:16

Call selection and resourse selection is 1 for the specified queue

The six stages of the queue is music and voice guides, not a directory number.

The connection to public provider is OK.

******************************

CPU type : cpu7
Linux version : 23.11

Delivery software version : f1.603 ;
Patch version : 1 ;
Dynamic patch version : j ;

MAO software version : F1.602 ;
Software Version Name : R6.0.1 ;
System Country : GREECE (24);

Node number : 1 ;
Network number : 0 ;