Direct Agent calling, then voice mail option

[FoneFun]

I've been looking at putting in direct agent calling.
I've managed to figure out how to make it work by giving a direct agent skill to the agent, and when I dial that agent it gets queued and I hear the first announcement as specified in System Parameters - Direct Agent Announcement.

Is it possible to make it so that after X amount of wait time, the caller to the Direct Agent can get prompted for either continue to hold or press 1 for the next available agent or press 2 for voicemail?

If it helps, I'm using Multivantage 11, with EAS.

 

[telcomwork]

You can use somthing like this..
goto vector 315 if oldest-call-wait in skill x pri m > x (seconds)

 

[FoneFun]

Unfortunately, direct agent calling is not vectored so there is no goto option.

 

[avayaman]

Only way to do it is to inform the caller in the direct agent calling announcement (assigned in sys parameters) that if they are not answered within a certain time they will be routed into that indeividuals mailbox. Then set the direct agents cov path to VM with a RNA threshold of 20 or so rings. 25 rings is about 2 mitutes.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail avaya@vancouver.hm