AWT vs Max Call Wait time

I am looking a Call Type Historical report for a particular call type an dhalf hr interval it is showingh me AWT as 3:43:20 and the max call wait time is 12 mins.
Does AWT indicate that caller was in the queue for 3 hrs and 43 min while max call wait time is 12 mins,. Can someone clarify this ?

Hi Hemal,
While looking into the Webview Reference Guide, it tells that this value is Sum of Answer Wait Time for all the tasks answered in this Half Hour interval.
It is for all the tasks anwered in this interval
Regards,
Senthil

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Waiting time report in Historical Reports tool

Hi all,
I'm looking for a report over caller waiting time. I can't mange to find such report in the Cisco Unified CCX Historical Reports tool. What shoul I look for?
Best regards
Kristian

There are two different types of Abandonded calls that you will see in reports. The first is an Application abandon call. Eseentially this is a call that comes in to your application, does it's treatment but is ended without the caller being marked as handled. This could be due to say, a redirect out of the system or the caller terminating abruptly.
The second is a Contact Service Queue abandoned call. This is fairly straight forward, when a call enters the queue but terminates prior to being handled by an agent the call is marked abandoned.
Some things to watch out for:
I see this a lot, using the Call Redirect step without the Set Contact Info Step (marking the call as handled).
Having a voicemail opt out in queue, say someone is waiting in queue for 10 minutes and you give them the option to leave a voicemail then terminate the call.
Any time you manually terminate the caller, depending on circumstances and your script, you should mark the call as handled.
Lastly, you may want to catch on ContactInactiveException. Wherein you can do some logic to determine if you want to mark the call as handled or not.
HTH
Tanner

Answer wait time SG vs Call type

IPCCE 7.1 CVP 3.1 .We had a big issue regarding call type reports and skill group reports, exactly regarding the ASA. why the answer wait time is huge in skill group comparing to call type, our scenario is little bit different as we have five call types feeding the same skill group based on the customers category, and every queue to skill group node has different priority, so we need to know why answer wait time is hugely different in skill group compared to the call type.
attached is one of the five scripts, all the rest of them are the same and. each one is maped to one call toype.

attached are clear scripts
You have your Send to VRU in the wrong place, in my opinion.
With CVP, the first thing to have is an explicit "Send To VRU". For calls from the PSTN, failure in this should go to an End node, which forces survivability on the gateway to play the error message. For warm transfer calls, the best is probably Release.
No point in going further if Send to VRU fails.
Then I would set the ECC variables required for your microapps.
Once you have this, then go to your Call Type node - to set the "queuing" call type. I don't like to rely on the call type that the script is scheduled against, because you normally have to peel off calls for holidays, out of hours and so on. I like to make it obvious what's being counted by the queuing call type.
Finally, go into your Queue To Skill Group.
Be aware that RONA will mess up the call type stats a little - they will be counted as Other (which includes short calls, but they are counted separately so it's possible to see the RONAs). I would rather not set a call type on the RONAs as some do, as this will mean that they are in "Flow Out" and the stats are messed up even further.
For failures out of Q2SG, I like to send them to a script where I set an "error" call type to count and return the error label on the CVP RC.
Everyone has different ideas ...
Regards,
Geoff

Max waiting time setting in DTP?

Hi,
Where can i set the max waiting time setting in DTP as we used to do in monitoring in earlier version?
Coz for one DTP reuqest the time limit has exceeded and therefore request has turned to Red...

Simran,
Time out setting is not available for DTP . As we get the data within BI system from PSA. thats y SAP not included that setting in DTP, hopefully we can see in the next release

Error : No available resource. Wait-time expired.

Hi,
We have a big problem of connection pooling in SunOne.
After out program execute a lot of sql command in a short time, SunOne 7.0 throws an Exception ---- No available resource. Wait-time expired. We modify the connection pool setting, but it doesn't work. Can someone help to solve problem.
Our connectiong pool setting as below :
<jdbc-connection-pool steady-pool-size="8" max-pool-size="32" max-wait-time-in-millis="60000" pool-resize-quantity="2" idle-timeout-in-seconds="300" is-isolation-level-guaranteed="false" is-connection-validation-required="true" connection-validation-method="auto-commit" fail-all-connections="false" datasource-classname="oracle.jdbc.pool.OracleDataSource" name="xxx">
<property value="jdbc:oracle:thin:@aa:1521:aa" name="URL"/>
<property value="xxx" name="user"/>
<property value="xxx" name="password"/>
</jdbc-connection-pool>
Thanks!
Elsa

This issue is not resolved. I got this message this afternoon. It has nothing to do with ejb. Just for confirming this issue again, I created a very simple application, a jsp that calls a servlet. In the servlet, I have a loop that calls a getNewConnection(). and returns the connection, then I create a Statement with that connection. Then I call another method releaseResources(Statement stmt)
Connection conn = stmt.getConnection();
if(conn != null)
System.out.println("connection: " + conn);
conn.close();
// conn = null; tried this one also, same result
The code is OK. including try/catch blocks ans so on.
If the number of loops greater than the connection pool size, then I get the same exception. It means the connections are not getting closed. But if I change the methode and pass Connection instead of Statement, then it workes fine.
I have tested this in App server7 with:
Oracle 9.2.0 client and ojdbc14.jar
Oracle 9.2.0 client and classes12.jar
Oracle 9.0.1 client and classes12.jar
Oracle 8.1.6 client and classes12.zip
all with thin or oci drivers.
It looks like something to do with Statement.getConnection() and the version of AppServer jdk (1.4.0.2).
I know the getConnection methode does return A connection. I can print the connection id.

High roll wait time

For my below crm transaction for a perticular user the response time is ~18000 ms out of which 15130 is roll time. Memory used is 16 MB.
"BSPWDWCC_SLS_HOME SAPMHTTP /sap/bc/bsp/sap/CRM_UI_PORTAL/B"
Roll time
Out                 5 ms
In                  5 ms
Wait           15,130 ms
Where is causing this roll wait ? What memory is not sufficient ? What to look at ?
In st02
roll buffer max used is 25% ,
page buffer max used is 10%.
EM max used 50%.
No swaps for above.
My user memory settings are as below:
ztta/roll_area                              9000000
ztta/roll_first                             1
ztta/roll_extension                         4000000000
thank you
Laxmi

Thank you Shyam,Krishna.
I checked another similar instance again today with high wait time. Most of the time was wait time. There were NO RFC RECORD. just http record with most of it being on the server (Remote exec. time ~ 16 534 ms).
Now i assume calling time = gate way time + remote exec time. So as most of it was on the server I can rule out network.
I checked st03 and rfc times were really small. Also we have plenty of wps .. ~ 90. So not sure why still the high wait time. Also stad does not give any RFC record. If this was rfc will it now show up ?
I have given below the details. Am I missing some thing ?
Response time           16,546 ms
Wait for work process          5 ms
Processing time            1,155 ms
Load time                     28 ms
Generating time                0 ms
Roll (in+wait) time       15,016 ms
Database request time        341 ms
Enqueue time                   0 ms
Roll time   Out                 5 ms
             In                  3 ms
             Wait           15,013 ms
NO RFC SUB RECORD
HTTP Records
as Server
Number      Connections                            1
                   Destinations                           1
                   Calls                                       1
Time     Calling                            16,540   ms
            Remote execution          16,534   ms
            Idle                                 219   ms
HTTP Server connection record
Connection-Id          4B7CAADEF5DA00A7E10080000A68F456
Communication step     Send/Receive
Timestamp              20100218 155216 EST
Host                   sappc003
Port                   8031
Path                   /sap/bc/bsp/sap/crm_ui_frame/BSPWDApplication.do
Status phrase          OK
Status code              200
Protocol               HTTP
Method                 GET

Call waiting disconnects first call on SPA-3102

Ive got this strange problem.
When on the phone using Line 1 (voip account):
1. I hear a call waiting tone,
2. I press the flash hook and accept the second call.
3. The first one gets disconnected.
Some details about my setup:
Enabled Codecs are G.729, G.711u and G.711a
Preferred codec G.729
Use Preferred Codec Only: NO
Timer values: I found the PSTN flash hook timer value which is set at .25 sec. But this problem is when using Line 1 VoIP. So I doubt this is the issue.
Now I "think" the SPA3102 can handle two G.729 calls (I think the spa3000 only did one G.729 codec). But even if this was the case, the codec shouldn't be a problem as my provider will allow BOTH G729 and G711.
Any help with this is really appreciated !!
VoIP Addict

try the following values. these worked fine on a DECT phone according to another forum..
Hook Flash Timer Min: 0.06
Hook Flash Timer Max: 0.2
Callee On Hook Delay: 0
Reorder Delay: 5
CPC Delay: 0.5
CPC Duration: 0.1
Hook Flash Tx Method: NONE
--using a panasonic cordless phone Hook Flash Timer Max: .3 then set Flash Time on the phone itself to 400ms to 600ms..
| isolate! isolate! isolate! |

The wait time and resolve time is DEPLORABLE

Today is the third day in a row I have called into Verizon for the same issue. Day one spent 25 minutes on hold and NEVER got to speak to a person before I hung up. Day 2 Had a 15 minute hold before I spoke with someone, who then told me I had to speak to directv about something that was related to the Verizon part of my service, called directv confirmed it was a Verizon thing with a supervisor. Called BACK into Verizon waited for 30 minutes before I spoke with someone, got 30 seconds worth of talk in before another 15 minute hold, he came back on no apology not anything about the absolute rudeness and lack of courtesy. He told me they would have it fixed by the end of the day. Now here it is the nest day still not resolved, So I write this (while on hold waiting to have the call answered, its been 20 minutes) She finally did answer and was down right rude and through me right back on hold. I am so fed up with big business...

topdog wrote:
It may be your location. Here in Baltimore, there is little wait time and the representitives I get do not speak with accents.
Agree. I rarely wait more than a minute or two. And except at really off hours don't hear a foreign accent. NY area.

JTextField.focusLost is called multiple times. Why?

I have a JTextField component called projectNum.
On focusLost I'm trying to prevent user to leave an empty field.
But I have a problem, because focusLost is called two times.
Here is a code snippet:
projectNum.addFocusListener(new FocusAdapter() {
               public void focusGained(FocusEvent e) {}
               public void focusLost(java.awt.event.FocusEvent e) {
                    if(!e.isTemporary()){ //only for permanent lost of focus
                         if (validProjectNum()){
newProject.setProjectNum(Integer.valueOf(projectNum.getText().trim()).intValue());
                       }else{
                            if(!projectNum.hasFocus()){
                                 projectNum.requestFocus();
          });Method "validProjectNum()" simply checks if JTextField is empty and
if so, shows JOptionPane message and returns false.
Problem is that I'm geting that message twice
(four times if I exclude: if(!e.isTemporary()) ).
I can't figure out who is calling focusLost the second time.
How can I prevent it to be called only once.
I appreciate any help or hint.
Thanks.

OK, but where to show a message to a user?if the textfield is empty, this line executes
if(tf.getText().equals("")) return false;
perhaps you could add your message as part of the
'block' of this if statementWell, I've tried that allready (see my second post, method validProjectNum()
does exactly that).
Anyway, I solved the problem using focusLost and a little trick:jTextField.requestFocus();
       jTextField.setFocusable(false);
       JOptionPane.showMessageDialog(null, "error message");
       jTextField.setFocusable(true);
       jTextField.requestFocus();        So as you can see, key thing is to temporary disable focus on component
and than enable it back after JOptionPane.showMessageDialog().
It looks like JOptionPane.showMessageDialog()
triggers focusLost() event.
Thanks everyone.

Why dose not see the call waiting notification when other party in a call with some one ?

why dose not see the call waiting notification when other party in a call with some one ?

Because that is not a feature of the iPhone (or of most phones). If someone does not answer when you call, it means they do not want to or cannot talk to you at that time. They could be on another call or they could be simply busy doing something else. Why does it matter which?

UCCX Calls Waiting in Queue Customer Request

Hi. Currently we have a customer with a no so common request. Their supervisors would like to have the ability to see Caller ID for the people waiting in queue. They currently only see the longest call in queue (time) and how many calls in queue (total calls). Also they would like the option to pick any call they want from all calls waiting on queue. At least for the Supervisors.
Supervisors are saying that they work on a previous CallCenter environment and they were able to accomplished those 2 request. See Caller ID of the people waiting on queue and also the ability for the supervisor to choose any call they want to from the ones waiting on queue. I don't know if that was a feature out of the box for that particular Call Center environment (Don't know the vendor CC) or if it was a custom job.
Any ideas? Is it possible on UCCX?
-Jose

Hi,
can you please tell me the license level of your UCCX? Premium, Enhanced, Standard or IP IVR?
G.

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Hi everybody,
I'm trying to do an audit of the existing UCCE system.
Can someone please tell me how to get the BHCA and Average Call Handle time for agent?
I did a SQL query against the CallTypeHalfHour table for all the entering Call Type but I'm not sure that's the right BHCA.
Thanks in advance,
Best Regards,

Hi again Geoff,
Before closing this thread, I'm curious about your query against TCD for average handle time.
Here's mine using Skill_Group_Half_Hour
SELECT
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    SUM(IncomingCallsOnHoldTimeToHalf) AS HoldTime,
    SUM(CallsHandledToHalf) AS HandledCalls,
      AHT =
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Thank you in advance, Geoff,
Best Regards,

Calling multiple times BAPI_GOODSMVT_CREATE getting error

Hi Friends,
I am calling multiple times BAPI_GOODSMVT_CREATE for same Purchase order to post goods receipt.
for the first 4 times it is creating the GR successfully, but then it returning the message 'No goods receipt possible for purchase order 4500001004 01350'.
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Thanks
Ravi

Use Wait up to statement in loop.
Ex:
loop at it_filedir1.
    REFRESH I_TAB.
    CLEAR I_TAB.
   REFRESH I_TAB2.
   REFRESH ITAB1.
    data: g_file(100) type c .
    name = it_filedir1-name.
    concatenate: gfile '\' name into g_file.
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    OPEN DATASET g_file FOR INPUT IN TEXT MODE
                                     ENCODING DEFAULT
                                     IGNORING CONVERSION ERRORS.
    IF SY-SUBRC EQ 0.
      DO.
        READ DATASET g_file INTO i_tab1.
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           I_TAB-ERFMG I_TAB-ERFME.
        else.
          exit.
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        clear I_TAB.
      ENDDO.
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    concatenate: hfile '\' name into h_file.
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    CLEAR I_MAIN.
    I_MAIN[] = I_TAB[].
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    CLEAR I_TAB.
    I_OUT[] = I_TAB[].
    DELETE ADJACENT DUPLICATES FROM I_TAB COMPARING SOL_DOCNO.
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    LOOP AT I_TAB.
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"01 - MB01 - Goods Receipts for Purchase Order
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               goodsmvt_code               = gmcode
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