UCCX stuck in Select Resource ?

[balmain99]

Hello,

seem to have a problem "entering" a queue.

If agents are ready, calls are offered to them and debug shows they are never entering the "Queued" part of the Select Resource step.

So no periodical inside queue messages are heard at all.

If all agents are "Not Ready" I can hear the in queue messages.

Any ideas what to look for ?

Thanks in advance.

[anchoudh]

Hi Balmain99,

I think its working normally, the Queued prompt will be played only when there are no Agents available to answer the calls.

If th Agents are Ready it will be directly routed to the Agents.

Hope this helps.

Anand

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[balmain99]

Hello anchoudh, thanks for your reply.

So this is working as designed.

May I add, how does one cater for the situation where agent phones are ringing but nobody is answering, is there no way to tell contacts that they are still in a queue, or more importantly, if they have been waiting for too long be able to time them out and send their call to a non-agent number. Can these steps go in somewhere ?

Thanks again.

[anchoudh]

Hi Balmain99,

Yes, there is RONA (Ring On No Answer), if the Agent doesn't answer the rining call, caller will go back to the Queue and tries to connect to the next Agent (Based on the selection criteria selected under CSQ), and the Agent state can either go to Not Ready (by default) or Ready state based on the settings made in UCCX Admin->System parameters page.

You can refer the below mentioned UCCX scripting guides for implementing your business logic.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html

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Hope this helps.

Anand

[balmain99]

Hello, thanks again for the time you have taken to reply.

I have the steps:

     get the wait duration

     exit if greater than so ans so

     play prompt

     call hold

     delay

     call unhold

inside the "Queued" portion of the "Select Resource" step.

The problem is that it never runs  through these steps when agents are ready and are being offered calls (but no one is picking up the phone to answer).

Would this be a scripting inadequacy, a UCCX setup issue, or ...

Thanks again.

[anchoudh · Accepted solution]

Hi Balmain99,

What is happening hers is after getting the wait duration it is not exiting because even before this duration the call is being handled as the Agents are ready to answer the call.

Only during Agents are not available, this wait duaration is more hance exting the loop and prompt is being played.

UCCX does route the calls Automatically to the Agents when they are in Ready state and are part of the CSQ's of the script\application.

Hope it is clear now.

Anand

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[mschowdhury]

thats the part of teh script we have in our system. the issue is the prompt keep playing if an agent is in ready mode but not answering their phone. it never gets to the Queue step. it goes to teh queue step only if no agents are in ready mode. my question is if there's a way to play multiple prompts within select resorce step if agents are not answering and their state is ready. any help would be greatly appriciated.

Regards

Mohammad Chowdhury

[Aaron Harrison]

Hi

That looks like you have got your 'Agent State after Ring No Answer' setting to 'Ready' (in System/Sys Parameters). The default is that if an agent does not answer they are put into 'not ready' so that the system can properly react by qeueuing the call and taking whatever other actions you decide on in your script.

In your scenario the agent does not go 'not ready' so they are always 'ready', and the system will keep trying to transfer to the agent.

Usually this setting is changed becuase agents complain that they have been made not ready, but that is basically how the system is designed to work. Setting to to stay ready is a bad idea for lots of reasons.

Those agents need to be trained properly, the managers/supervisors need to require them to use the system properly, and ideally you/the customer would provide some sort of wallboard system to notify the agents of how many callers are in queue, for how long, and how many agents are 'ready' to answer them so that they and the other agents are aware of their status.

Regards

Aaron