call flow routing help

[Magillicuddy]

I'm told than you can route calls via vectors using an agent login id. such as, emergencies, fires, bomb threats, or even company meetings. What is this feature called. How does it work ?

I tried the avaya support site but im probably searching on the wrong verbage

thank you

 

[BHodgins]

This is what I do at the top of every relevant vector and inside any "loops":

goto vector 911 if staffed-agents in skill 911 > 0

in vector 911, I play an announcement letting callers know we are unable to take their call at this time and them leave a voice mail if they wish

create an emergency "agent" that has skill 911

Then to divert callers, I simply log on that emergency agent. When the situation is done, I log out that emergency agent.

Trusted supervisors also have the agent login and password info in case I am not in the office.

Others go further, extending the concept so that if there is a weather problem or some disaster, they can log the agent in remotely.

 

[BHodgins]

p.s. before creating the emergency agent with skill 911, you have to add hunt-group 911.

 

[1a22ip]

The way I use it is I define a split/skill for example weather. The skill number is 99. The announcement is defined but not recorded. A weather event happens. No workers can make it to the office. Call center supervisor logs into the PBX via softphone that has recording permissions. Supervisor records message "due to weather related issues we are closed please try again tomorrow." Or something like it. Supervisor logs into split 99. The main vector has a statement that says if staffed agents in split 99 is greater that one goto vector 99. This vector plays weather announcement and hangs up.

This is just a sample. Also can use the above for heavy call volume and any other "event".

I hope this makes sense.
ED

1a2 to ip I seen it all

 

[Magillicuddy]

wow great info

I was looking to do a work around because all our calls go thru the IVR and it is has it share of problems making it hiccup every few days, So I wanted to simply reroute the call flow until the IVR can be rebooted. we would loose the automateed options with the IVR down, but we wouldnt loos the calls

anyone doing this ? please describe


again thank you

 

[Zen216]

we have two skills, one for a comany-wide meeting, and one for a department meeting, The main vector, checks these two skills first, and routes to the corresponding vector if staffed-agents in those skills are >0. I also use a global variable for inclement weather, and have setup a DID to a vector that allows me to change the weater variable from anywhere. So if we get hit with a huge snowfall, I can dial into that vector, and set the variable to what I need,,
I'll be happy to post any of the vectors or step you want/need

 

[Magillicuddy]

would you be so kind to post them or email them to me I would use them as a training tool and a good refference when i try to make chamges here. ty very much

 

[Zen216]

sure thing...
here is the main vector when calling in..

display vector 55 Page 1 of 3
CALL VECTOR

Number: 55 Name: 800 C/S
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 23 if ani in table 5
03 announcement 6001
04 goto step 12 if staffed-agents in skill 8 > 0
05 goto step 25 if staffed-agents in skill 11 > 0
06 goto vector 18 @step 1 if holiday in table 1
07 goto vector 18 @step 4 if I = 2
08 goto vector 18 @step 7 if I = 3
09 goto vector 18 @step 10 if I = 4
10 goto vector 139 @step 1 if unconditionally
11 stop
12 collect 1 digits after announcement 5535 for A
13 goto step 19 if digits = 5
14 goto step 17 if digits = 1
15 goto vector 10 @step 1 if unconditionally
16 disconnect after announcement none
17 messaging skill 4 for extension 5760
18 stop
19 collect 3 digits after announcement none for B
20 set C = A CATR B
21 route-to number C with cov y if unconditionally
22 stop
23 disconnect after announcement 5430
24 stop
25 collect 1 digits after announcement 5534 for A
26 goto step 17 if digits = 2
27 goto step 19 if digits = 5
28 route-to number 5536 with cov n if digit = 1
29 goto vector 10 @step 1 if unconditionally
30 disconnect after announcement none


so for the two meeting skills, I have one phone setup with autodial button to log in to either skill, and one button to log out.

for the I variable, for inclement weather, here is the vecot to change that, and that vector is reached by calling a DID...


display vector 3 Page 1 of 3
CALL VECTOR

Number: 3 Name: weather variabl
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 collect 4 digits after announcement 6020 for none
03 goto step 6 if digits = XXXX (you can set to whatever you want)
04 disconnect after announcement 6021 (invalid security code)
05 stop
06 collect 1 digits after announcement 6022 for I
07 announcement 6023
08 disconnect after announcement none

also vector 18 just handles the treatments for holiday or inclement weather,,
display vector 18 Page 1 of 3
CALL VECTOR

Number: 18 Name: holiday&weather
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 1 secs hearing silence
02 announcement 5306
03 goto step 14 if unconditionally
04 wait-time 1 secs hearing silence
05 announcement 5716
06 goto step 14 if unconditionally
07 wait-time 1 secs hearing silence
08 announcement 5717
09 goto step 14 if unconditionally
10 wait-time 1 secs hearing silence
11 announcement 6016
12 goto step 14 if unconditionally
13 stop
14 set L = none ADD none
15 collect 1 digits after announcement 6015 for A
16 route-to number 5094 with cov n if digit = 1
17 goto step 24 if digits = 5
18 set L = L ADD 1
19 goto step 22 if L = 3
20 announcement 6004
21 goto step 15 if unconditionally
22 disconnect after announcement none
23 stop
24 collect 3 digits after announcement none for B
25 set C = A CATR B
26 route-to number C with cov y if unconditionally
27 disconnect after announcement none
28 stop

depending on what step the call gets sent to, it plays the first part of the message,, (closed for holiday, inclement weather, opne at 1pm, or open @ 10am, then it sends it to the bottom of the vector, that states if you know parties ext.. etc, so the caller can leave a voicemail for an agent or get to the IVR if needed,,,

here is a screen shot of the variables..

display variables Page 1 of 2

VARIABLES FOR VECTORS


Var Description Type Scope Length Start Assignment VAC

A First Option collect L 1 1
B Last three digits of extens collect L 3 1
C Full 4 digit extension collect L 4 1
D Day of week dow G 5
E Emergency Closing collect G 1 1 1
F Fri and Sat Closing Time collect G 4 1 1700
G Time Routine collect L 1 1
H
I Inclement Weather collect G 1 1 1
J
K
L loop collect L 1 1
M

 

[Magillicuddy]

thank you very much