Experience Portal: the system is experiencing technical difficulties


Doc ID    SOLN264352
Version:    4.0
Status:    Published
Published date:    03 Feb 2022
Created Date:    24 Feb 2015
Author:   
Mukti Sharma
 

Details

Issue on IVR call routing
Product: EPM 6.0.2.0

 

Problem Clarification

there are 35 channels on IVR but on the 36th channel, they're
getting fast busy tone. the server is currently up and running. if there will be a busy tone, a call coverage should work but it's not working.

Cause

developer recommends to have skill based configuration for such kind of setup. I tested with skill setup and it worked fine.

Please the below lab test using skill based setting.

I used only one EP port 2601 and we have VDN 2016 configured on application page.

Call flow on CM side
Call 1 : 2016(VDN)==vector 3skill 10==agent 2043 logged into vp station 2056 answers the call
Call 2 : 2016(VDN)==vector 3skill 10== no EP agent available to take call so the call get routed to another VDN 354 as configured on vector step.(attached is the lab configuration)

Below is the list trace
CALL 1
====================
list trace vector 3

                                LIST TRACE

time      vec st data

11:51:46    0  0 ENTERING TRACE cid 329
11:51:46    3  1 vdn e2016 bsr appl   0 strategy 1st-found override n
11:51:46    3  1 wait 2 secs hearing ringback
11:51:48    3  2 goto step 3 if available in skill 10 >= 1
11:51:48    3  3 queue-to
11:51:48    3  3      queueing to skill  10 pri m
11:51:48    3  3 Local Agent Preference=n
11:51:48    3  3 Agent Login ID: 2043  Logged in at station: 2601
11:51:48    3  3 LEAVING VECTOR PROCESSING cid 329
11:51:48    3  3 TRACE COMPLETE cid 329


CALL 2

============

list trace vector 3

                                LIST TRACE

time      vec st data

11:52:09    0  0 ENTERING TRACE cid 330
11:52:09    3  1 vdn e2016 bsr appl   0 strategy 1st-found override n
11:52:09    3  1 wait 2 secs hearing ringback
11:52:11    3  2 goto step 3 if available in skill 10 >= 1
11:52:11    3  3 queue-to
11:52:11    3  3      queueing to skill  10 pri m
11:52:11    3  4 wait 2 secs hearing silent
11:52:13    3  5 route-to number 354 cov n if unconditionally
11:52:13    3  6 LEAVING VECTOR PROCESSING cid 330
11:52:13    3  6 TRACE COMPLETE cid 330
 

Solution

Suggested customer to use skill based routing on CM side

Additional Relevant Phrases

EP skill routing Application server hung

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