calls abandoning in ACD queue

[WS]

We have SIP Tserver /Stream manager/Avaya SES set up for queuing and treatment. so when a agent gets reseved ,the call is sent back from SIP to Avaya.To solve some messaging issue we had to insert a unmonitored ERP with 1 sec wait before sending to ERP.Since route-thru-queue is set ,call comes to station through acd queue.So it's - SIP >unmonitored ERP(1sec wait) > ERP>ACD Queue>Station.

Problem we are facing is that due to the 1 sec wait ,the duration it takes between EventAgentReserved and call actually  landing on agent station is around 1200-1300 msec. problem is  we are getting a large number of calls that are landing on ACD queue and agent going notready just moments before it . So all these calls get stuck in ACD queue till customer abandon it .Any possible workaround suggestions? 

[René]

Hi WS,

This would be really tricky to fix... Can you shed more light on why you need this 1 sec delay? Is it because of Genesys SIP Server or Avaya SES?

R.

[cavagnaro]

How many ERPs do you have created?

[WS]

Rene : Well it's specific to Avaya SES and AES set up. Unmonitored ERP with wait  is set up to absorb certain transfer messages between AES and SES.

cavagnaro:Around 300 

I am guessing we can't set a coverage path on a skill/ACD hunt group for agent busy criteria. Otherwise call could have been redirected to a strategy which would requeue the call with higher priority.If there was a option to load a strategy on a ACD queue like on the station ,we could have a strategy executed on event queued and redirect the call for requeuing if no  diverted received.There is no way also to reduce the duration of ~1200-1300 msec when the issue can occur ,as wait time is set at min of 1 sec on vector.We are using a out of box s/p ,so any customization checking for EventAgentReserved pending before allowing to go not ready is  also not an option. So yes,any new ideas would help.

[WS]

It seems this is my only option now to recover the call from ACD Queue :

When someone calls an agent that is in AUX, it will give the short half-ring and then flash AUX for the specified number of rings that is indicated in the cover path.  While it is flashing AUX, the agent has the option to select "Auto-in" and the direct agent call will ring to them. The call would appear on line 2 . At the end of call if they want they can put themselves back in AUX.  Unfortunately, there is no way to make the phone ring for longer than that half-ring, so the agent would have to hear it during the half-ring or see it when flashing (It would flash aux  for as many rings you have administered as part of the cover path.).

Given just  short half ring nad flash of aux , i am not sure even if we  train agents it  would help in recovering all  these calls .