Coverage path

[Guest178]

Hi All,

Any sort of help would be appreciated and thanks in advance!

on selecting a particular option , the call gets routed to station x. I have coverage path 1 in station field set to go to queue after 3 rings. But when the station number is called directly, and if the agent doesnt pick, it should go to voicedmail.

Thanks!

 

[ZeroZeroOne]

Would you mind posting the Coverage Path you are using?
Is the Vector using the command "route-to number xxxx with cov y if digit = 1"? Cov Y(es) is necessary for the call to follow the coverage path of the station.

The terms "Agent" and "Queue" are very specific in Communication Manager so I need to confirm if you are using Agent IDs and Skill sets in a call center environment or just using them in their more generic terms to refer to the user.

 

[Guest178]

Hi, Thanks for the response!
Below are the details.
COVERAGE PATH:
display coverage path 1
COVERAGE PATH

Coverage Path Number: 1
Cvg Enabled for VDN Route-To Party? n Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA
Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y Number of Rings: 3
All? n n
DND/SAC/Goto Cover? y y
Holiday Coverage? n n


COVERAGE POINTS
Terminate to Coverage Pts. with Bridged Appearances? n
Point1: v1234 Rng: Point2:
Point3: Point4:
Point5: Point6:

VECTOR STEP:

13 collect 5 digits after announcement 11111 for none
14 goto step 54 if digits > 12345
.
.
18 goto step 60 if digits = 6
.
.
60 set digits = none ADD 12346
61 route-to digits with coverage y
62 stop

STATION:

Extension: 12345 Lock Messages? n BCC: 0
Type: 9650 Security Code: * TN: 11
Port: S13994 Coverage Path 1: 1 COR: 15
Name: Carla Dutcher Coverage Path 2: COS: 2
Hunt-to Station: Tests? y
STATION OPTIONS
Location: Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 12345
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Button Modules: 0
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y

IP Video Softphone? n
Short/Prefixed Registration Allowed: default
Customizable Labels? y

***********************************************************

Instead of selecting option 6 after announcement 1111, if we directly dial the extension 12346 after step 13 in vector and if the call is not picked, it should reach voicemail and not the vdn 1234.

Is there any option for setting voicemail without using coverage path?

Thanks!!!!!!!!

 

[ZeroZeroOne]

I'm afraid I'm still confused as to what you want to accomplish, but if you want to send a call directly to voicemail and NOT ring the station, then you can use the vector command "messaging skill xx for extension zzzzz" where xx is your voicemail hunt group.

Calls to stations will always follow the cover path.

In a vector, using the Route-to with "Cov Y" to a station will follow the cover path. Use "cov n" and you risk the call ringing "forever" at the station since coverage will not be used.

I hope that helps.