Calls queueing/abandoning on ACD Queue

[BenTaylor]

Hi, seem to be having a bit of a problem with calls abandoning from ACD Queue, was hoping someone could shed a bit of light on it...

On Avaya S8720, with TServer 7.5

On the Avaya I have the following setup:

Skill Number: 1203
Group Extension: 623103
Group Type: ead-mia
ACD/Queue/Vector: Y

This is configured in Genesys as an ACD Queue, with SST 3
I also have 'route-thru-queue' = true on TServer


So basically this means that every time Genesys delivers a call to an Agent with Skill 1203 in Avaya, it'll route through ACD Queue 623103.


This all works fine... However sometimes, when call volumes are high, in CCPulse (and in ASA) I can see calls queueing on the ACD Queue.

As I understand it a call shouldn't hit this queue untill after Genesys has targetted an available agent, this is evident in the logs as the EventQueued follows the EventRouteUsed...

Don't understand why this is happening!

[tony]

Ben,

Have you checked for any vector/routing Timeout Rules or perhaps Default Routing Rules... on either side? (Genesys/ACD)

Tony