Hi all,
On the router logs, a particular call was delivered to an available agent. But after 15 seconds, there was a message EventRemoteConnectionFailed, the caller then received a disconnected message. Would that call go to the default number llisted on the ISCCAttributeExtensions ‘DEFAULT#’ ? I tried calling the number listed on the DEFAULT#, but it just went through ok to an agent, i didn’t hear any disconnected message (number you are calling is not in service)
Thanks heaps.
What was the Default number? Was it by any chance an ACD queue on your switch?
The Default number is not an ACD queue of the switch. It is an NACD queue setup for a default scenario, it is not listed in Config Manager.
the default number listed in the default destination option listed in the annex tab of the routingpoint (ISCCAttributeLastTransferOriginationDN )
Below is the
ISCCAttributeUpdateRevision 1509229 [0017076d]
ISCCAttributeExtensions
‘DEFAULT#’ ‘00292045166’
‘CUSTOMER_ID’ ‘C&C’
‘VQ’ ‘someVQ’
‘AGENT’ ‘someAgent’
‘PLACE’ ‘SomePlaceofDN’
‘DN’ ‘158509’
‘ACCESS’ ‘158509’
‘SWITCH’ ‘SomeSwitch’
‘NVQ’ 1
‘TARGET’ ‘[email removed]’
ISCCAttributeConnID 0649018fa72d6954
ISCCAttributeOriginationDN ‘0386614501’
ISCCAttributeReferenceID 124597103 [076d336f]
ISCCAttributeDestinationDN ‘158509’
ISCCAttributeCallDataXferType RouteNoToken
ISCCAttributeLastTransferHomeLocation ‘ivr_tserver@ivrswitch’
ISCCAttributeLastTransferConnID 0649018fa72d6954
ISCCAttributeLastTransferOriginationDN ‘0386614501’
ISCCAttributeFirstTransferHomeLocation ‘network_tserver@networkSwitch’
ISCCAttributeFirstTransferConnID 0649018fa72d6954
ISCCAttributeFirstTransferOriginationDN ‘servicenumber’
Sounds like a ISCC timeout (possibly from your external route points being busy). What was the time between the ISCC Route Request and the ISCC timeout? Check the TServer option under extrouter → request-tout. If this is 10 seconds, and your request-timeout events were 10 seconds appart you may need to look at configuring additional external route points, or changing the TServer setting to something larget.
From a data/targeting perspective, the agent will be found, selected and reserved, however the voice path will be unable to be paired. Not 100% sure this is your issue, but something worth looking into.
The agents sitting on SomeSwitch are outsourced to another country. SomeSwitch is an Avaya Switch, all other switches are Nortel.
Would it be a network latency or the ports running out perhaps, that’s why it’s timing out?
Request-timeout is 15 secs on the tserver, the route request and timeout is 15 secs.
Thank you very much.
Network latency will only effect your data segment of the call. I assume you are using a PSTN transfer connect (vs. Tie lines)? 15 seconds should be suffice for your tout setting, so I would recommend configuring additional external route points to handle to load.
Once a remote agent is selected, your external route points will be reserved for 15 seconds while waiting for a call, if your calls take 10-15 seconds to arrive you could easily use all availble external route points.