Coverage Paths, HG's and Ques

[definity101]

Hi, I'm still haven't found help for my question, but maybe someone can help with this... If a hunt group is qued and the 1st station it goes to is unattended (the phone rings and doesn't transfer back to the vector steps) should the coverage path for that station take over or will it stay in que? why doesn't it go back to the vector steps? Set-up is as follows:
01 wait 0 sec hearing ring..
02 que to skill 4 pri h
03 annonc. 393
04 wait 30 secs hearing music
05 collect 1 digit after annc. 395
and so on.. to give an idea ..
Does the coverage path only work if station is dialed directly? I'm not using ACD.. so no cov. path for HG.

 

[eclemente]

are you routing to the hunt group extension? If you are, then the call will leave the vector processing and follow the coverage path of the hunt group.


Edgar Clemente

 

[4merAvaya]

On page 2 of the Hunt Group form there are two entries for RONA (Redirect-on-no-answer) that is designed for just this situation. On the first line you define the number of rings before RONA does something. On the second line you define what the switch should do with the RONA call, such as send it back to the original skill (blank) or to a different VDN for alternate call processing. Either way, the switch puts the offending agent in AUX work so they won't get any additional calls.

Kevin

 

[eclemente]

4mer, he is not using acd tho. maybe he can just repoint back to vdn on the HG's coverage path.


Edgar Clemente

 

[marcell55]

He has to be using acd if he is using the command "queue to skill 4" That means not only is the hunt group an ACD hunt group, but it's a skill as well.

Basically, 4merAvaya is correct. If you just put a number of rings in the "Redirect on No Answer Rings" Field, then the call will ring that many times at the agent's desk, then "Flow Out" and the Flow back In to the skill as the next call to be answered. Unfortunately, all the caller will hear is ringing until the next agent answers the call. If you put a VDN extension in the "Redirect to VDN" field, then the call will redirect to that VDN and do whatever that vector says. Normally, we queue the call back to the same skill at top priority (queue to skill 4 pri t) and then play music and a wait announcement.

"definity 101",
If you do not assign RONA rings then the call will ring at the agents desk endlessly. It will never follow station coverage because the caller didn't call the station, they called a VDN which queued to a skill, which then chose that agent.

 

[definity101]

thanks for the help. actually you don't have to use acd to use the skill commands but you don't get as many options as you would if you were using acd.i guess i'll check into setting up acd. looks like it's the only way to solve this problem.thanks again!...deni