SAP BCM 7 SP 6 - Issue with skillset assigning

[former_member597436]

Hi,

I observed today that whilst trying to fault some skillset issues that something strange happens in the process of a call that is anaswered quickly enough.

eg

Call arrives at the Queue where a skillset is assigned by CRM to the call.  The call enters the queue and where the call is not immediately served to an agent as no-one is free, a timer in the QUEUE kicks in which transfers the call to another IVR.  This IVR is designed to clear the skill from the call and then send the call back into the QUEUE with a default skill assigned.  This all works, and if the call is still not answered, we see the call transfer again back to the other IVR then re-enter the QUEUE as if it was a new call, but assigned the default skill again.

Here is the issue.  In On-Line monitoring the call appears to still have the original skill still assigned as well as the new skill.

The IVR the call is transferred to , should clear any pre-existing skill with a PYTHON customizer, then assign a new default skill before transferring the call back to the QUEUE.

See the attached picture that shows both skills still assigned to the call.  Could we have an issue with the customizer not setting the skills to zero as designed ?  Customizer attached

APCI customizer - set skills to zero.txt.zip

[Former Member · Accepted solution]

Hi Kevin,

Please check if Transfer state has Skill information in Call Attached Data in both main IVR and "set skills to zero" IVR, like in the picture below:

Alex

[former_member597436 · Accepted solution]

Hi Alex,

OK great.  I checked both IVR's and customstate "setskills" was missing from the call attached Data Expression field.

I just added these to both IVR's in our INTEG system and will test to see the results.  Before adding in PROD

As currently I see two skillsets in the SKILL REQ field in OnLineMonitoring, I assume this should reduce to the latest skillset if the call has been transferred.

What is the root issue with this problem, is it likely that as 2 x skillsets are assigned, the call will not necessarily be assigned to the correct skillset ?

[Former Member · Accepted solution]

Hi Kevin,

Yes, it's good idea to test it in INTEG first. Please be sure that you apply it on Transfer state (in the end of IVR). The idea is to send information about skillset to next application, like IVR or Contact Center queue.

Root case can be related to missing skillset information in CAD. I'm not sure what could happen with "resetting IVR" if you didn't touch it.

I undertand what exactly is causing this problem I need to see CEM logs. You can make a test call, where it goes from one IVR to anouther and then back and attach CEM log with trace/debug loglevel here.

Alex