problem in "Agent-No-Answer-Overflow" - Call RECALL is not working in Routing

[prempreet]

Hi,

We are facing problem in "Agent-No-Answer-Overflow".

As per customer requirement, we have set "Agent-No-Answer-Overflow" as "Recall"

Below is our callflow:

1) The customer will enter 1 for "ENGLISH" skillset or 2 for "HINDI" skillset

2) Then we are storing customer's input into one variable called "CInput"

3) Then we are attaching customer input(CTI_Input) by using MultiAttach Property.

4) Once the call is entered to the routepoint & before collect the input from customer, by using UDATAINT(CTI_Input) function we are checking value

        i) if this value is 1, then call will transfer to "ENGLISH" skillset agent
          directly without collecting any input from customer
   
        ii) if this value is 2, then call will transfer to "HINDI" skillset agent directly
          without collecting any input from customer

        iii) if this value is other than 1 or 2, then call will start with welcome 
            message & collect input from customer

5) Point number 4 is for, if incaseof call recall, then the call should go to the respective skillset agents directly without collecting the customer input again & again.

The issue is that, call is abandoned after routed to first agent. The call is not transferring to next available agent who have same skillset
Am 100% sure, no problem in strategy. Because, i logged in with 3 agents with same skillset("ENGLISH"). And i dialed the routepoint & pressed 1. Call was landed on Agent1. Agent1 not answered the call, then automatically the call was forward to Agent2. And Agent2 was not answer the call, then the call was forward to Agent3. That means if we do internal testing, the same strategy is working. The problem in coming when we try from outside.

And we have configured,

i)"after-routing-timeout" as 90
ii) "recall-no-answer-timeout" as 90

Anyone pls help me to close this

Regards
Prem

[Kubig]

Without logs is not possible to help you,what was the cause of Abandon call? The issue occurred in each case? It is nice,that you have described your strategy,but if you have a problem with option "Agent-No-Answer-Overflow",the strategy does not play any role in the issue.

[prempreet]

This issue is occurring for all calls and no issue in "Agent-No-Answer-Overflow" option.

Am trying to attach sipserver log. but i couldn't. it saying "Upload full"

[prempreet]

Pls download the SipTServer & URS logs from below URL

http://www.4shared.com/zip/f2S0gnBE/Logs_Overflow_Issue.html

Connid to Refer : 009f022371238005

[Kubig]

So,in what you have registered an issue? I do not understand your description and cannot save uploaded logs.

[Sundar]

As per customer requirement,

1) the incoming call will land on 1st agent(having ENGLISH skillset). Then the call will be ringing on the 1st agent desktop & his sipphone.

2) If 1st agent is not answering the call, then call should forward to next agent who have same ("ENGLISH") skillset without collecting input from customer again.

[b]But currently call is abandoning after 1st agent. The calls are not forwarding to next agent.[/b] Pls find the new link for logs:

[color=blue]http://www.sendspace.com/file/w7gj42[/color]

Connid :009f022371238005

[bublepaw]

Actually no-answer overflow worked perfectly. Call was delivered to 3801 at 6:08:16 and at 6:08:31 it was sent back to RP 02031359105 where second DN was selected 3800. When call was being sent to second phone, Audiocodes sent BYE message. So You have to check Audiocodes logs to see why it sent bye.
Two more things:

- you probably set option in wrong place as system is using default 15 sec.
- to track any no answer scenario try searching logs for NATimer thing

[GMG]

Unable to download the logs..