Definity vector problem converse-on not working right, please help!

[bobcat7978]

Hey Folks,
I have a vector that's behaving oddly, I'm hoping you can shed some light on what I'm doing wrong. Basically, I wrote a little IVR app to announce the expected wait time to a customer. It works fine, the call is queued, hears music for 3 mins, connects to the IVR and is told the expected wait time, and is dropped back to their spot in queue hearing music. The music plays for 3 mins, then there is dead air for a second, and back to music, it never re-connects to the IVR... Can a converse-on only be used one time in a vector? Is there a way to log the converse-on failure in the definity to see what's going wrong??


1 wait-time 1 secs hearing ringback
2 queue-to skill 71 pri m
3 wait time 180 secs hearing music
4 converse-on skill 61 pri m passing wait and none
5 goto step 3 if unconditionally
6 stop

 

[bobcat7978]

I should probably provide more info:

VECTOR DIRECTORY NUMBER

Extension: 6083
Name: Test VDN-ROB
Vector Number: 153
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 5
TN: 1
Measured: both
Acceptable Service Level (sec): 30

VDN of Origin Annc. Extension:
1st Skill:
2nd Skill:
3rd Skill:

display vdn 6083 Page 2 of 2
VECTOR DIRECTORY NUMBER




VDN Timed ACW Interval:



Observe on Agent Answer? n


Display VDN for Route-To DAC? n
VDN Override for ISDN Trunk ASAI Messages? n

display vector 153 Page 1 of 3
CALL VECTOR

Number: 153 Name: Test VE-ROB
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? n G3V4 Adv Route? y CINFO? n BSR? n Holidays? y

01 wait-time 1 secs hearing ringback
02 queue-to skill 71 pri m
03 wait-time 180 secs hearing music
04 converse-on skill 61 pri m passing wait and none
05 goto step 3 if unconditionally
06 stop
07
08
09
10
11

 

[bobcat7978]

Come on, no takers?! I'm dying here!

 

[beansie]

Hi,
I guess my first question would be why do you want the caller sent to the IVR a 2nd time after being given the extimate time? But besides that, how is the IVR flagging the call for return?
Check the cor of the VDN the IVR returns the call?

 

[bobcat7978]

Well, I want to let them know how long they can expect to wait every 3 minutes, I'll tell them their expected wait time, so they know their progress in queue. The IVR simply has to hang up the call, I do a disconnect and then quit in scriptbuilder (conversant) and the call goes back to music. There's no need to do a converse-data in the IVR script since I'm not passing any data back to the vector. I'm new to definity, and I'm not the admin, I'm just the IVR programmer... What's a COR, and how do I check it? How can it have an effect here?

 

[dmouge]

Hi,

when the step converse on skill is executed for a second time did you catch if your IVR received the call (in that case it can be a programing issue it will be maybe interesting to make some trace in the IVR system) or if it is just the PBX that did not send at all the call to the IVR... and in that case you need to look about the status of the different IVR agent used by this application... enable some BCMS/CMS rpeort on the IVR skill....

 

[bobcat7978]

I ran traces, and the call never gets sent to the IVR the second time. There is a "router" application on the IVR that sees the incoming DNIS and launches the wait time application. I have 48 ports on the IVR, so there are enough open channels, and all the channel's agents are logged into skill 61. I'll look into the CMS reporting... Thanks

 

[dmouge]

What you can do with your Definity admin is to define a new skill for testing assign this new skill to only 1 channel then make a call with the waiting time step and the new skill then in the same make a li trace stat ZZZZZ where ZZZZZ is the station corresponding to the IVR Channel and see if the channel receive the call a second time or see if there is no error message that can lead to resolve your problem..