Nortel Symposium Web Center Portal, Руководство по установке и администрированию

Страница: 483 / 710

Installation and Administration Guide 483
July 2004 Troubleshooting
If the DTH is configured to retrieve 20 transactions every cycle, the DTH then
retrieves up to 20 more transactions (depending on the number of transactions in
the database). The DTH waits until one of the original calls is dealt with, and
then when a line becomes idle, it can place a call for one of the new set of
transactions.
New transactions arriving in the database may have to wait until all 60
transactions (20+20+20) have calls placed for them before they are picked up by
the DTH. It is, therefore, critical that the number of agents available and the
balance between the agents and the skillsets is correct.
Available agents do not receive transactions
The DTH does not acquire any new transactions until it successfully routes each
of its current acquired transactions through Symposium Call Center Server to an
available agent. The following scenarios may result in long wait times for this to
be completed:
!
If some of the transactions that the DTH is trying to present are to be routed
to a skillset to which too few agents are assigned, it may take time before
these transactions are processed and the DTH is free to acquire more
transactions. Meanwhile, agents assigned to other skillsets may have to wait
until the DTH runs again before they receive new transactions to process.
You must ensure that the agent/skillset assignment is balanced properly.
Symposium Call Center Server Call Routing can determine how long calls
are queued.
!
If the next acquired transactions all belong to a single skillset, agents
assigned to another skillset are not presented with new transactions to
process.
You must ensure that the agent/skillset assignment is balanced properly.
!
If the transactions in the queue are assigned to a skillset with no active
agents, the DTH TAPI line may never successfully place a call (unless the
Symposium Call Center Server Call Routing is configured to handle this
situation). The DTH drops the call after the Ring Timeout period (20
minutes). You can disconnect the DTH from calls using the Symposium
Call Center Server scripts. The time duration within the scripts must match
the Maximum Queued Duration in the Contacts Management Configurator.
If you change this setting, you must manually update the setting in the
Symposium Call Center Server scripts.