Avaya Call Vectoring 2

[BRAVO2BP]

Greetings,

I've been trying to update/create call vectoring for my office however, I cannot get the call to go to voicemail if there is no answer. Additionally, if the admin section is selected, I'd like the phone to ring in two offices but I have not figured out how to do so or if it's even possible. Any help? At this point, the vector looks like this:

CALL VECTOR

Number: 1 Name: MAIN_INCOMING
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y
Variables? n 3.0 Enhanced? n
01 goto step 8 if time-of-day is all 15:31 to all 05:59
02 goto step 8 if time-of-day is fri 15:31 to mon 05:59
03 wait-time 2 secs hearing music
04 collect 4 digits after announcement 2001
05 route-to digits with coverage y
06 goto step 1 if unconditionally
07 route-to number 7050 with cov y if digit = 0
08 route-to number 7001 with cov n if digit = 1
09 goto step 1 if unconditionally

Please forgive me if the code looks juvenile; however, I'm no where near tech-savvy. This kind of fell into my lap because the person that use to administer the system for the region quit and I happen to know that most about it at this time. Thanks in advance.

Sam

 

[ZeroZeroOne]

Hey, Sam. No worries, we all had to start someplace.

Vectoring is similar to BASIC programming. Lines of code are processed one at a time in order so let's look at some of the lines.

Step 4 plays an announcement and collects 4 digts. Looks good.
Step 5 routes to the variable "digits" with coverage. At this point the call leaves the vector and is transferred to whatever has been entered. Also, line 6 is an unconditional go-to step 1. Lines 7 and beyond will never be processed.

It would be better to have all your "if" statements before the route-to so those conditions can be checked. Try blanking out lines 5 and 6 and change line 9 to be your route-to and see what happens.

You can't use a vector To ring multiple stations. To ring more than one station you can set up a a virtual station with a unique cover path and cover answer group. The group can have several stations and all will ring simultaneously.

Those are just my quick suggestions.

 

[mattKnight]

As a second point, which you may take or leave as you choose

 01 goto step 8 if time-of-day is all 15:31 to all 05:59
 02 goto step 8 if time-of-day is fri 15:31 to mon 05:59

I find it much easier to use the

 01 goto step n if service-hours in table 1
 02 goto step p if holiday in table 1

change service-hours-table 1 to set the opening hours
change holiday-table 1 to set the holiday hours

You'll need to change the logic slightly, but I'm sure you'll workit out

It's much more flexible and easy to maintain! Holiday tables are similar and allow you to handle fixed dates differently


Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[BRAVO2BP]

ZeroZeroOne,

Thanks for the input. That solved part of my problem but I'm still having trouble once the call leaves the vector. I'm under the belief that once the call leaves the vector for a particular, it should follow the call path for that extension. Since lines 6 and 8 have coverage, shouldn't they follow the path for whichever extension they go to? Here's what the vector looks like now.
CALL VECTOR

Number: 1 Name: MAIN_INCOMING
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y
Variables? n 3.0 Enhanced? n
01 goto step 7 if time-of-day is all 15:30 to all 06:00
02 goto step 7 if time-of-day is fri 15:30 to mon 06:00
03 wait-time 0 secs hearing silence
04 collect 4 digits after announcement 2001
05
06 route-to number 7038 with cov y if digit = 0
07 route-to number 7001 with cov n if digit = 1
08 route-to digits with coverage y

Also, is there a way to get the announcement to play a specific number of times before disconnecting? As it stands now, it will only play once.

Thanks again for the help.

Sam

 

[BRAVO2BP]

Matt,

I like your suggestion with the service-hours; however, I get, " "service-hours" Vectoring (Basic) feature not assigned," when I try that. I may just have to delete my current lines 1 and 2 because they didn't work the other day when I tested it.

v/r,

Sam

 

[ZeroZeroOne]

Step 7 has coverage "n". I'm guessing that's the problem there, if the call is going to step 7 because of the time of day checks. If you enter a station and it routes via step 8, does it still not follow the coverage path? Silly question, but does that station have a valid cover path with cover points?

One of the best ways to learn how to program is to read a program. Below is an auto attendant vector we can use as an example:

                                  CALL VECTOR

    Number: 17               Name: AA
Multimedia? n      Attendant Vectoring? n    Meet-me Conf? n           Lock? n
     Basic? y   EAS? y   G3V4 Enhanced? y   ANI/II-Digits? y   ASAI Routing? y
 Prompting? y   LAI? y  G3V4 Adv Route? y   CINFO? y   BSR? y   Holidays? y
 Variables? y   3.0 Enhanced? y
01 #    Auto Attendant
02 #    Last Change: 2015-11-04
03 #    Virtual station 3000 rings to cover path 47 and cover answer group 47
04 #    
05 #    -----------------------------------------------------------------------
06 wait-time    2   secs hearing ringback
07
08 #    Play Main Greeting
09 announcement 8042
10 #    Holiday Check
11 goto step    19            if holiday          in     table 100
12 #    Service Hours Check
13 goto step    23            if service-hours    in     table 47
14
15 #    Play After Hours Notice
16 announcement 8043
17 goto step    23            if unconditionally
18
19 #    Play Holiday Notice
20 announcement 8044
21
22
23 #    Play Menu Announcement and collect digits
24 #    4-Digit routing for valid extensions or valid single-digit options
25 collect      4    digits after announcement 938041   for none
26 goto step    29            if digits           <      1000
27 goto step    29            if digits           >      9999
28 route-to     digits with coverage y
29 route-to     number 1001             with cov y if digit           =  1
30 route-to     number 1562             with cov y if digit           =  2
31 route-to     number 1562             with cov y if digit           =  3
32 route-to     number 1562             with cov y if digit           =  4
33 route-to     number 3011             with cov y if digit           =  5
34 route-to     number 6280             with cov y if digit           =  6
35 route-to     number 4400             with cov n if digit           =  #
36 
37 
38 goto step    46            if digits           =      0
39 goto step    41            if digits           =      none
40
41 #    Repeat Menu, if no selection send to Reception
42 goto step    46            if A                >=     1
43 set          A      = A      ADD   1
44 goto step    23            if unconditionally
45
46 #    Default Destination. Send directly to vmail if after hours
47 goto step    50            if service-hours    not-in table 47
48 route-to     number 3000           with cov y if unconditionally
49
50 #    Go to General Voice Mailbox
51 messaging    skill 998  for extension 3000
52
53 stop

Some general guidelines:
Set the upper and lower limit of what is acceptable. See Lines 26 and 27. Without something like this, a malicious caller could gain access to an outside line and rack up thousands of dollars in international calls.

Set a loop. See Lines 41 to 44. Define your counter variable and how many times you want the menu to play. In this case, A starts as zero so with ">= 1" the total repeats are 2.

display variables                                               Page   1 of  39
                              VARIABLES FOR VECTORS

Var Description                 Type    Scope Length Start Assignment       VAC
A   StepCounter                 collect L     1      1
B   StepCounter                 collect L     1      1

Set a default action. See Lines 46 to 48. This defines what happens when callers do not enter anything or the system doesn't hear their response. In this case, line 47 checks service hours before routing to a virtual extension and cover answer group. After-hours calls go directly to voicemail (Line 50-51).

Use the Stop command. See Line 53. You could also use the disconnect command to stop call processing. I've never seen it happen but it is possible for a call to go into "limbo" and just hang if the vector doesn't terminate properly.

Use comments. See multiple examples. Lines starting with "#" are not processed but help the next guy understand your vector. I like to include the purpose of the vector and any other useful information at the beginning.

Play around. Communication Manager can hold thousands of vectors so feel free to learn by trial and error. Pick an extension and use it as a VDN and point it to a test vector or two.

 

[BRAVO2BP]

ZeroZeroOne,

Great reply, that actually set a lot of things straight for me. It also let me know that I must be operating on a basic version of the system as it will not allow me to do variables and use other enhanced featured. Vectoring (Basic), (G3V4 Enhanced) and (3.0 Enhanced) are all, No. The only thing that is turned on is Vectoring (Prompting). Is it possible that this is the reason why the calls ring forever?

 

[ZeroZeroOne]

I don't think so, but I'm not 100% sure. You are certainly missing many bells and whistles that I take for granted.

I think there's another feature at play. I never asked what version of CM you're running; that may play a part, too.

Check your coverage path for Cvg Enabled for VDN Route-To Party and set to Y if it isn't already. Any difference?

 

[BRAVO2BP]

I'm using Site Administration 6.0 Ver: 6.0.07 SP10.03

I can't find Cvg Enabled for VDN Route-To Party

 

[rejackson]

I cant remember where it is but there is some setting to make it use the coverage of the number you are routing to instead of the cover for the entity that ran the vector.

 

[joe2938]

it's on the coverage path

 

[BRAVO2BP]

This what I have showing on the Coverage Path screen:

COVERAGE PATH

Coverage Path Number: 10
Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA

Station/Group Status Inside Call Outside Call
Active? y y
Busy? y y
Don't Answer? y y Number of Rings: 2
All? n n
DND/SAC/Goto Cover? y y
Holiday Coverage? n n

COVERAGE POINTS
Terminate to Coverage Pts. with Bridged Appearances? n
Point1: v2000 Rng: 1 Point2:
Point3: Point4:
Point5: Point6:

 

[joe2938]

just checked one of our coverage paths and it is there, what is your pbx release sounds like you are on an older software release

 

[BRAVO2BP]

Aug 2013

 

[joe2938]

no do a list config so, this will tell you your software release

 

[BRAVO2BP]

R014x.00.1.731.2

 

[ZeroZeroOne]

list configuration software-versions

                                SOFTWARE VERSIONS

    SOFTWARE VERSION
       Memory Resident: R016x.03.0.124.0
         Disk Resident: R016x.03.0.124.0

Site Administration is only the terminal interface.

 

[joe2938]

then it must be you do not have this feature enabled as you stated you only have basic vector prompting

 

[BRAVO2BP]

Do you think that would be the only thing to keep it from routing to coverage with no answer? If the call is direct, not from vector, it will go to voicemail if there is no answer or if someone is one the line.

 

[ZeroZeroOne]

Check out this thread:

http://www.tek-tips.com/viewthread.cfm?qid=1493571

Your CM is v4 so it could be affected by "double coverage".