Author Topic: Skillased Routing and Virtual Queue (Read 4841 times)

Tech Support Staff · « **on:** January 01, 1970, 12:00:00 AM »

Hello,

we have a little problem we wanted to run by you all and see if there is anyone else who has experienced the same problem.

At our site, we are using skillased routing with statserver 5.1.075, ir 5.1.521.21 and tserver 5.1.070.

All the target objects are skillased targets.

Problem:

When call is placed in a queue while agent is not logged in, and then, agent is logged in, call continues to be in a treatment mode and is not diverted to the agent. Please keep in mind that this agent does have the correct skill to receive this call.

To check if this is an agent problem, we placed a call while agent is logged, and call goes directly to an agent without any glitches.

We also placed a call while agent was logged in, but NotReady, and them after making the agent ready, call inevitably always connected to the agent.

What do you think is the problem? Did anyone else have the same problem? And how can we fix it?

Thank you for your help.

SS

NB Rob · « **Reply #1 on:** January 01, 1970, 12:00:00 AM »

We had that same problem in the past and used a workaround to deal with it.

In your routing script, set up your Target Selection with a 120 second wait time (or any reasonable amount), and then list your targets below it. Set another Target Selection below your targets and have it queue for another 120 seconds, followed by the same targets again. This way, the targets will be reevaluated every 2 minutes and it will see an agent that logs in when it reaches the next 2 minute interval.

It can make for a messy target list, but it works. Be sure to put the Virtual Queue in only the first Target Selection piece, or it may doublepeg.

Hope that helps...

Victor · « **Reply #2 on:** January 01, 1970, 12:00:00 AM »

Question: if I am not going to define virtual queue, would it not make the call drop to default without applying treatment?

Vic

NB Rob · « **Reply #3 on:** January 01, 1970, 12:00:00 AM »

I may have confused my terms...

Begin with the Target Selection block (with the queuing treatment defined), followed by a Target List block (with the 120 seconds and the VQ defined) followed by your targets.

Then have another target list block (with 120 seconds but no VQ defined), followed by the targets, and so on.

The call is not sent default because the duration of the queuing treatment is set in the Target Selection at 3600 seconds (or whatever). The call continues to queue while the targets are reevaluated every 2 minutes.

Hope this clarifies things

James · « **Reply #4 on:** January 01, 1970, 12:00:00 AM »

I thought I had a similar problem recently. Try getting a router log file. What should happen is router gets all potential targets from config server, and then checks status in stat server. If an agent is not logged in when a call arrives, he should still appear in the target list. Then when he logs in, he should get the call.

I think the only time that this could happen is if you change the skills of an agent whilst a call is in the queue, as he is not in the possible target list at that time and so is never considered.

You should be able to see the agent in the target list of the router log.

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