How to Setup and Troubleshoot Updated Position in Queue

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How to Setup and Troubleshoot Updated Position in Queue


Article ID: 50575 - Last Review: September 1, 2011

INFORMATION

Updated Position in Queue messages are played to callers while they are in queue. These messages inform customers of their initial queue position, and keep them informed of their position as it changes, at preset intervals. For example, Intelligent Queue Updated Position in Queue states “Three” when the customer is third in line to be answered. As the customer’s position in queue changes, Intelligent Queue will continue to update the caller’s position, stating “Two” and then “One.”

If you want to play the recorded phrase stating “Your position in queue is...” prior to the position message, you must configure a default message for all queues. If you want the callers in queue to hear something other than the default message, for example, “Your call will be answered next” you must record the message. Please refer to page 467 of the Contact Center Solutions User guide.

To support Updated Position in Queue functionality, you require a 3300 ICP with MiTAI and you must have the same software version of Contact Center Management and Intelligent Queue.


TROUBLESHOOTING UPDATED POSITION IN QUEUE

Before attempting to troubleshoot Updated position in Queue, a basic inspection of settings should be done to ensure that the basic items were covered;

  1. On the PBX where the UPiQ ports are, ensure that the HCI Options are enabled for Class of Service 1 and for the Agent's COS as well.
  2. Ensure that both CCM and IQ are on the same version.
  3. If CCM and IQ are not co-located, ensure that there is no network issues preventing the communication between both servers.

If your caller does not receive an Updated Position in Queue message, it could be because of one of the following two reasons:

  • There are too many Updated Position in Queue messages for the PBX to process.
  • There are not enough ports to provide a message to each caller who is programmed to receive an Updated message in queue.

There are too many Updated Position in Queue messages.

The number of Updated Position in Queue messages (tap internal calls) your PBX can handle is 1500 or less. If the number of Updated Position in Queue messages exceeds the recommended number, some messages will be delayed or might not play at all. You will need to reduce the number of Updated Position in Queue messages, or increase the number of ports.

There are not enough ports.

If you do not have an adequate number of ports to run Intelligent Queue as programmed, your callers might not receive Updated Position in Queue messages. Intelligent Queue provides queues with the greatest priority ports first. If you run out of ports, it is queues with lower priorities that would not receive the Updated Position in Queue messages. You can use the port sizing tool to determine the number of ports you require to run Intelligent Queue.

If Updated Position in Queue is running low on ports you will receive an error message. If you run out of ports you will receive a critical error message. In the event that you receive either of these messages, you can take one of the following actions to make more ports available:

  • Purchase more ports as required.
  • Decrease the frequency of queue updates.
  • Decrease the number of users updated in the queue.
  • Decrease the number of queues being monitored.
  • Decrease the number of Updated Position in Queue messages.
  • Reassign ports to Updated Position in Queue.

Your callers hear only a position, not a message.

If your callers hear only their position in queue, for example, “3” or “2,” you did not set up Intelligent Queue to play an Updated Position in Queue message. The recorded phrase stating “Your position in queue is...” is located in C:\Program Files\Mitel Networks\Intelligent Queue\Voice\[Language Name]. It is named NA-40.wav. For more information on how to configure Updated Position in Queue for all or specific queue, please visit the "How to configure UPiQ" article.

Updated Position in Queue and RAD messages do not play when expected.

Updated Position in Queue logic is handled directly by Intelligent Queue whereas RAD logic is handled by the telephone system; therefore there is an inherent limitation when combining the two technologies. Updated Position in Queue functionality interferes with the way a RAD operates. To prevent the interference, when Updated Position in Queue and RAD messages are played for the same queue, you must program the initial Updated Position in Queue message to play before the first RAD message, and subsequent Updated Position in Queue messages to play after the last RAD message.

Configure Intelligent Queue messages in the following order:

  1. Updated Position in Queue 1: 5 seconds
  2. RAD1: 20 seconds
  3. RAD2: 20 seconds
  4. RAD3: 30 seconds
  5. Updated Position in Queue 2: 2 minutes  

Testing Updated Position in Queue messages

If you are licensed for Interactive Visual Queue, you can use an Interactive Visual Queue monitor to verify that the Updated Position in Queue messages accurately reflect the position of the caller. If Updated Position in Queue messages do not behave as expected, the SMDR Options Assignment forms might not be configured correctly. Refer to “Common 3300 ICP and SX-2000 programming errors” and “SMDR Options Assignment Form” in the Contact Center Management Installation Guide.

To test Updated Position in Queue messages you must do the following;

  1. Start Contact Center Client.
  2. Open an Interactive Visual Queue monitor. 
  3. Dial the digits that lead you to the queue you want to test.
  4. Verify the callers’ positions in the Interactive Visual Queue monitor. 

To start Contact Center Client;

  1. Click Start=>Programs=>Mitel=>Contact Center Client.
  2. Type your user name and password.
  3. If you use Secure Socket Layer, select SSL.
  4. If you want Contact Center Client to remember your user name and password, select the Remember credentials check box.
  5. Verify the Enterprise Server IP address.
  6. Click Log on.

Opening Interactive Visual Queue monitors;

  1. Log on to Contact Center Client.
  2. On the main menu, click View=>Real time.
    The Real-time toolbar appears.
  3. Click Now=>Interactive Visual Queue.
    The Add/Remove device IDs window opens.
  4. Select the queue to which Updated Position in Queue messages are sent and click OK.

To verify a caller’s position;

  1. Dial the digits that lead you to the queue you want to test.
  2. Verify in the Interactive Visual Queue monitor that your call appears in position one.



  3. Make additional phone calls from other phones to verify that all of the Updated Position in Queue messages accurately reflect the position of the caller.
Also, there are other means of testing for UPiQ issues. You can use the Mitai Browser tool to see if the queue activity. Sometimes, saving the path you’re trying to setup UPiQ on requires a “Save” in CCM for UPiQ to tap into it. Also, you might require to restart the enterprise and collectorservice to get UPiQ to tap the paths.


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Keywords: Troubleshooting UPiQ


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Last Modified:Thursday, September 01, 2011
Last Modified By: kmiddlemiss
Type: HOWTO
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