Support Call loop (Call queues)

[DylanWinik]

Hi All,

I seem to have an issue with our call queue but I can't figure out what it is.

When more than 1 agent is logged into the support queue everything works as expected but when only one agent is logged into the queue it appears callers who enter into the call queue are looped back to the IVR (digital receptionist) and each time they press 1 and go back into the queue the same thing occurs until another agent goes off DND.

Surely if one agent is logged in then the customers should be waiting in the queue and not re-directed back to the IVR.

We literally just had our abandoned calls go up 25 in the last 5 mins

Can anyone make any suggestions?

 

[diamond9]

Hi Dylan,

It sounds like you do not have any queue positions setup, can you make sure you have Maximum Queue Wait Time (seconds) and Maximum Callers in Queue setup

Regards

 

[DylanWinik]

Hi Dylan,

It sounds like you do not have any queue positions setup, can you make sure you have Maximum Queue Wait Time (seconds) and Maximum Callers in Queue setup

Regards

Thanks for your response, this is what I have setup



and



I might be wrong but this seems correct?

 

[diamond9]

The maximum callers in queue is your problem, if you have a 0 call queue length then there will be nowhere for people to wait.

Change that to 10 for example and the customer will wait for 65335 seconds before the system falls back to digital receptionist.

Regards

 

[DylanWinik]

The maximum callers in queue is your problem, if you have a 0 call queue length then there will be nowhere for people to wait.

Change that to 10 for example and the customer will wait for 65335 seconds before the system falls back to digital receptionist.

Regards

Thanks again! I am not sure why it would work correctly with 2 agents in the queue and not 1 but I will give it a go and change the Maximum Callers in Queue to 15.

Appreciate it!

 

[diamond9]

Hi,

I can only assume that you dont have more than 2 people on the phone so they dont queue once 2 people are in the queue.

Regards

 

[DylanWinik]

Hi,

I can only assume that you dont have more than 2 people on the phone so they dont queue once 2 people are in the queue.

Regards

Sorry I should have clarified, we have up to 5 agents on the phones but often its down to 1 and that is when the issue occurs.

 

[diamond9]

Hi Thats fine, i still think it will have to do with the Maximum callers, let me know how you get on, if you monitor a wallboard you will see this working by seeing a number in WAITING.

Regards

 

[AWS2P]

Set max callers in Q according with sip channels you have because if you set 15 for max callers in Q and have less sip channels you can fully busy your sip trunk only with callers waiting in Q with MOH

 

[DylanWinik]

Set max callers in Q according with sip channels you have because if you set 15 for max callers in Q and have less sip channels you can fully busy your sip trunk only with callers waiting in Q with MOH

Thank you! We have 16 SIPS so I should be good with 15 in the Q..

However, I don't think this is the problem because even though it was set to 0, we still had callers waiting in the Q. The issue only occurs when only 1 agent is logged into the Q.