Call Center and Call Center Agent Settings Not Having Any Effect

[iaindooley]

Hi there,

I have set up a Call Center with a Call Center Agent.

The Call Center has these settings:



The Call Center Agent has these settings:



What I would expect is that:

Working: If there is no agent logged in, go to the timeout destination after 1 second
Not working: If there is only one agent and they decline the call, go to the timeout destination
Not working If an agent declines a call, and another call comes in after 1 second, call the agent again

The declining -> timeout flow is not so bad, since it times out after 30 seconds anyway.

The most troublesome thing is that the Reject Delay Time seems to be fixed at 90 seconds and I can't change it. I have tried 1 second, 5 seconds and 10 seconds.

After each change I log out with the agent, reload the Call Center and log in again, but no matter what I do, if the agent rejects a call and another call comes in right away, it doesn't start calling the agent again for 90 seconds.

Thanks,
Iain

 

[pbxgeek]

If an agent declines a call, they will not receive another until the reject delay has elapsed. This design likely aims to prevent agents from being repeatedly called while engaged with other tasks. If an agent were available, he wouldn't decline a call in the first place, right?

In situations with only one agent, declining a call does not trigger the time-out destination, as the system anticipates the possibility of another agent becoming available while the caller remains in the queue. The queue redirects to the time-out destination only if no agents are available.

This is my interpretation based on practical logic; I didn’t design the system, but it’s reasonable to assume these design choices were made to streamline call flow and agent availability management.

 

[iaindooley]

Hi thanks for the follow up, I'll reply in-line below:

> If an agent declines a call, they will not receive another until the reject delay has elapsed

Yes, I would assume that's how it should work, however regardless of what I set the timeout to, it appears to always be 90 seconds.

> This design likely aims to prevent agents from being repeatedly called while engaged with other tasks. If an agent were available, he wouldn't decline a call in the first place, right?

Maybe, although I quite often get a call from someone I don't want to speak to and then get a call from someone I do want to speak to. It's probably less relevant in an actual call centre than when using a call centre queue for a user who's not really in a call centre (the reason I want to use this object is because you can register/deregister using speed dial very easily which can't be done using a Ring Group).

> In situations with only one agent, declining a call does not trigger the time-out destination, as the system anticipates the possibility of another agent becoming available while the caller remains in the queue. The queue redirects to the time-out destination only if no agents are available.

Well, there is also a "Max Time Without Agent" setting. If I set that to 1, and call with no agents logged in, then it goes straight to the timeout destination. I think it would make sense that, if an agent declines a call, and they're the only agent, and you have "Max Time Without Agent" set to 1, then 1 second after the call is declined it would go to the timeout destination.

That is, however, the less critical problem I'm having. The main problem I'm having is the fact that if you decline a call, you won't get another call from anyone for another 90 seconds and no settings seem to change that.

Thanks,
Iain

 

[pbxgeek]

The "Max Time Without Agent" setting is what I was referring to. This setting allows the queue to account for the possibility that another agent might become available while the caller is on hold. It also accommodates temporary system issues, such as a brief loss of internet for all agents; when they reconnect, callers remain in the queue without any calls being dropped.

Regarding the 90-second timeout, there may be a bug. I recommend checking the FreeSWITCH console to confirm whether the timeout value updates correctly for the agent. I recall needing to adjust some call center functions previously, as the GUI wasn’t applying settings accurately. Although I don’t recall the specifics, the FreeSWITCH console was instrumental in diagnosing and resolving the issue.

 

[pbxgeek]

Let me rephrase this. The reason why "Max Time Without Agent" setting doesn't kick in is because the "Max wait time" setting allows the queue to account for the possibility that another agent might become available while the caller is on hold.

 

[iaindooley]

> Let me rephrase this. The reason why "Max Time Without Agent" setting doesn't kick in is because the "Max wait time" setting allows the queue to account for the possibility that another agent might become available while the caller is on hold.

Yeah I get it, what I'm saying though is that if you set Max Time Without Agent to 1, and no agents are logged in, then it immediately times out.

If you have one or more agents logged in and agents reject the call, then it rings up until the Max Wait Time, ie. 30 seconds or so.

I understand that's just how it is, but it does seem as though the state of "all agents having rejected the call" and "no agents logged in" are pretty similar.

Anyhoo that's not really the biggest issue (because from the perspective of a caller, if everyone rejects it and it times out after 30 seconds then it's not like they can tell the difference). The thing of not calling the agent again at all for 90 seconds after they reject a call (and not being able to change that) is the main concern.

I'll pore over the logs in a bit and see if I can track down the reason. I should probably also upgrade to the latest version before I do that because there's every likelihood it's already been fixed.

Thanks,
Iain

 

[iaindooley]

I ran the upgrade to 5.3 and didn't see an improvement but I think I figured out where the bug is:

If you reload the call centre object, it resets all the delay times etc. to the defaults on all the agents and you have to go into each agent and update the delay times again.

Is it the case that we can't report bugs here? I haven't gotten around to joining the paid forum yet but perhaps reporting this can be the impetus to do so!

Thanks,
Iain

 

[whut]

Bugs must be submitted to Fusionpbx. Free Fusionpbx accounts are able to submit bugs. This forum is not an official FusionPBX resource. It is a bunch of guys and a few girls primarily discussing Fusionpbx.

 

[iaindooley]

Thanks for that I have logged the bug now.

 

[pbxgeek]

I remember working on fixing something similar for FS PBX. I noticed a long time ago that the reload threw some errors, and I had to rewrite it as part of Contac Center module for FS PBX