EWT Vector 1

[Bonker1974]

Hi All
I am working on a vector for EWT I have an issue with step 5 and 6. When a caller have been waiting for 5 min I need the call to be routed to step 5 which will says All of our agents are busy please press 1 to leave a message or continue holding.

At this point I can be holding for 5 min and that message will never play.

Any Help would be great.

01 goto step 99 if staffed-agents in skill 130 = 0
02 queue-to skill 130 pri m
03 goto step 26 if expected-wait for skill 130 pri m < 50
04 goto step 14 if expected-wait for skill 130 pri m > 300
05 collect 1 digits after announcement 1347 for none
06 goto step 99 if digits = 1
07 goto step 16 if expected-wait for skill 130 pri m > 240
08 goto step 18 if expected-wait for skill 130 pri m > 180
09 goto step 20 if expected-wait for skill 130 pri m > 120
10 goto step 22 if expected-wait for skill 130 pri m > 130
11 announcement 1333 ( Agent Busy message)
12 wait-time 60 secs hearing 1321 then continue
13 goto step 11 if unconditionally
14 announcement 1345 ( EWT 5 Minutes )
15 goto step 12 if unconditionally
16 announcement 1344 ( EWT 4 Minutes )
17 goto step 12 if unconditionally
18 announcement 1342 ( EWT 3 Minutes )
19 goto step 12 if unconditionally
20 announcement 1341 (EWT 2 Minutes )
21 goto step 12 if unconditionally
22 announcement 1340 ( EWT 1 Minutes )
23 goto step 12 if unconditionally
24
25 stop
26 busy
27 stop
28

99 messaging skill 99 for extension 6190

 

[AvayaTier3]

move step 5 up to step 3

I think you need to reprioritize this based on agent availability

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[ZeroZeroOne]

Could it be the wait time is never greater than 50 so your vector never gets beyond step 3?

You can list trace vector XXX to see exactly what is happening during a call. Maybe that will help.

 

[Stinney]

EWT doesn't calcaulate how long you've been waiting in queue, it's how long the system estimates you are going to wait. You're only using EWT in your vector to tell the caller how long they can expect to wait. You appear to be asking to send the caller to the option to leave a message AFTER they have wiated in queue for 5 minutes and you don't have anything calculating the amount of time they have been in queue to make this decision.

If your CM version is high enough, you could do this by adding a local collect variable to your vector, add 1 (set X = X ADD 1) after they wait 60 seconds hearing the announcement in step 12. Once they've hit that 5 times they have waited 5 minutes, the variable will be = 5 and using that variable, send them to the collect step.

It would look something like this:

12 wait-time 60 secs hearing 1321 then continue
13 Set X = X ADD 1
14 goto step 5 if X = 5
15 goto step 11 if unconditonal

I also don't understand the begining of your vector:

01 goto step 99 if staffed-agents in skill 130 = 0
02 queue-to skill 130 pri m
03 goto step 26 if expected-wait for skill 130 pri m < 50 (if the wait time is < 50 you're going to send them to a busy signal?)
04 goto step 14 if expected-wait for skill 130 pri m > 300
05 collect 1 digits after announcement 1347 for none (if the wait time isn't < 50 or > 300 you're going to give the caller this option?)
06 goto step 99 if digits = 1

I'm thinking that you want step 3 to jump to step 11

Also, you probably don't want to go throught the EWT announcements again after step 6 so you should put in a step after step 6 to return the caller to step 11. Better yet, I'd put the wait time, variable count and collect option at the end of all the EWT steps.

Here is how I would change it:

01 goto step 99 if staffed-agents in skill 130 = 0
02 queue-to skill 130 pri m
03 goto step 18 if expected-wait for skill 130 pri m < 50
04 goto step 09 if expected-wait for skill 130 pri m > 300
05 goto step 11 if expected-wait for skill 130 pri m > 240
06 goto step 13 if expected-wait for skill 130 pri m > 180
07 goto step 15 if expected-wait for skill 130 pri m > 120
08 goto step 17 if expected-wait for skill 130 pri m > 130 (think this time is wrong if the EWT announcemnet is 1 minute)[\color][\b]
09 announcement 1345 ( EWT 5 Minutes )
10 goto step 18 if unconditionally
11 announcement 1344 ( EWT 4 Minutes )
12 goto step 18 if unconditionally
13 announcement 1342 ( EWT 3 Minutes )
14 goto step 18 if unconditionally
15 announcement 1341 (EWT 2 Minutes )
16 goto step 18 if unconditionally
17 announcement 1340 ( EWT 1 Minutes )
18 announcement 1333 ( Agent Busy message)
19 wait-time 60 secs hearing 1321 then continue
20 set X = X ADD 1
21 goto step 23 if X > 5 (this will keep sending them to the option if they have waited more than 5 minutes every time after the wait time step)[\color][\b]
22 goto step 11 if unconditionally
23 collect 1 digits after announcement 1347 for none
24 goto step 99 if digits = 1
25 goto step 19 unconditionally
26 stop

99 messaging skill 99 for extension 6190


- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Bonker1974]

Thanks guys I will give it a try and let you know how it turned out.

 

[Bonker1974]

@ Stinney When I tried your configuration it play EWT 5 min in a loop.
Any suggestion?

22:06:20 TRACE STARTED 12/02/2015 CM Release String cold-03.0.124.0-21291
22:07:00 205 0 ENTERING TRACE cid 3187
22:07:00 205 1 goto step 2 if staffed in skill 130 = 0
22:07:00 205 2 queue-to
22:07:00 205 2 queuing to skill 130 pri m
22:07:00 205 3 goto step 18 if ewt in skill 130 pri m < 50
22:07:00 205 4 goto step 9 if ewt in skill 130 pri m > 300
22:07:00 205 9 announcement 1345
22:07:00 205 9 announcement: board 001V9 ann ext: 1345
22:07:03 205 10 goto step 18 if unconditionally
22:07:03 205 18 announcement 1333
22:07:03 205 18 announcement: board 001V9 ann ext: 1333
22:07:10 205 19 wait 2 secs hearing silent
22:07:12 205 20 <blank>
22:07:12 205 21 set X = X ADD 1
ime vec st data
22:07:12 205 21 variable X = [NO CHANGE] COLLECT or ASAIUUI type?
22:07:12 205 22 goto step 11 if unconditionally
22:07:12 205 11 announcement 1344
22:07:12 205 11 announcement: board 001V9 ann ext: 1344
22:07:19 205 12 goto step 18 if unconditionally
22:07:19 205 18 announcement 1333
22:07:19 205 18 announcement: board 001V9 ann ext: 1333
22:07:26 205 19 wait 2 secs hearing silent
22:07:28 205 20 <blank>
22:07:28 205 21 set X = X ADD 1
22:07:28 205 21 variable X = [NO CHANGE] COLLECT or ASAIUUI type?
22:07:28 205 22 goto step 11 if unconditionally
22:07:28 205 11 announcement 1344
22:07:28 205 11 announcement: board 001V9 ann ext: 1344
22:07:34 205 12 goto step 18 if unconditionally
22:07:34 205 18 announcement 1333


press CANCEL to quit --

 

[Bonker1974]

Hi all
Below is what I have.
EWT 5 min then all of our agent busy. you hear music for 60 sec then EWT 4 min then Agent busy message. 60 sec of music EWT 4 min then Agent busy message. It will stay in that loop "EWT 4 min then Agent busy message. 60 sec of music EWT 4 min then Agent busy message" until an agent answer the call. It never gets to step 23 no mater ho long you wait on the phone.

Number: 205 Name: Customer Services
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 goto step 99 if staffed-agents in skill 130 = 0
02 queue-to skill 130 pri m
03 goto step 18 if expected-wait for skill 130 pri m < 50
04 goto step 9 if expected-wait for skill 130 pri m > 300
05 goto step 11 if expected-wait for skill 130 pri m > 240
06 goto step 13 if expected-wait for skill 130 pri m > 180
07 goto step 15 if expected-wait for skill 130 pri m > 120
08 goto step 17 if expected-wait for skill 130 pri m > 60
09 announcement 1344 (EWT 5 Min)
10 goto step 18 if unconditionally
11 announcement 1343 (EWT 4 Min)
12 goto step 18 if unconditionally
13 announcement 1342 (EWT 3 Min)
14 goto step 18 if unconditionally
15 announcement 1341 (EWT 2 Min)
16 goto step 18 if unconditionally
17 announcement 1340 (EWT 1 Min)
18 announcement 1333 Agent Busy
19 wait-time 60 secs hearing 1321 then continue (MUSIC)
20 set X = X ADD 1
21 goto step 23 if X > 5
22 goto step 11 if unconditionally
23 collect 1 digits after announcement 1347 for none
24 goto step 99 if digits = 1
25 goto step 19 if unconditionally
26 stop
27

99 messaging skill 99 for extension 6190






07:19:47 TRACE STARTED 12/03/2015 CM Release String cold-03.0.124.0-21291
07:19:58 205 0 ENTERING TRACE cid 4496
07:19:58 205 1 goto step 2 if staffed in skill 130 = 0
07:19:58 205 2 queue-to
07:19:58 205 2 queuing to skill 130 pri m
07:19:58 205 3 goto step 18 if ewt in skill 130 pri m < 50
07:19:58 205 4 goto step 9 if ewt in skill 130 pri m > 300
07:19:58 205 9 announcement 1344 ( EWT 5 Min)
07:19:58 205 9 announcement: board 001V9 ann ext: 1344
07:20:04 205 10 goto step 18 if unconditionally
07:20:04 205 18 announcement 1333 (Agent Busy)
07:20:04 205 18 announcement: board 001V9 ann ext: 1333
07:20:11 205 19 wait 60 secs hearing 1321 then continue ( Music)
07:20:11 205 19 announcement: board 001V9 ann ext: 1321
07:21:11 205 20 set X = X ADD 1

07:21:11 205 20 variable X = [NO CHANGE] COLLECT or ASAIUUI type?
07:21:11 205 21 goto step 23 if X > 5
07:21:11 205 21 variable X = [NOT DEFINED] -> 'change variable?'
07:21:11 205 22 goto step 11 if unconditionally
07:21:11 205 11 announcement 1343 (EWT 4 Min)
07:21:11 205 11 announcement: board 001V9 ann ext: 1343
07:21:17 205 12 goto step 18 if unconditionally
07:21:17 205 18 announcement 1333 Agent Busy
07:21:17 205 18 announcement: board 001V9 ann ext: 1333
07:21:24 205 19 wait 60 secs hearing 1321 then continue
07:21:24 205 19 announcement: board 001V9 ann ext: 1321 (Music)
07:22:24 205 20 set X = X ADD 1
07:22:24 205 20 variable X = [NO CHANGE] COLLECT or ASAIUUI type?
07:22:24 205 21 goto step 23 if X > 5
07:22:24 205 21 variable X = [NOT DEFINED] -> 'change variable?'
07:22:24 205 22 goto step 11 if unconditionally

 

[Stinney]

You didn't configure the variable as shown in your trace: "variable X = [NOT DEFINED] -> 'change variable?'"

You have to execute the command: change variable and change variable X to a type of collect, make sure to set the scope to L for local, set the length to 2 (since the person could wait more than just 1 - 9 minutes, set the start to 1.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Bonker1974]

@ Stinney-
I the message came on for step 23 However, it takes 7 min and 50 sec before it it gets to step 23. Is it possible for the message to play after 5 min?

Also EWT message plays before the agent busy message is played I want to have the agent busy play first then the EWT. But i dont need the EWT to play after evey 60sec of music.


Thanks for your help.

 

[Stinney]

"it takes 7 min and 50 sec before it it gets to step 23. Is it possible for the message to play after 5 min?" - This is because you are playing the estimated wait time after the call is queued and playing the estimated wait times over and over again, this adds time to the time in queue.

"Also EWT message plays before the agent busy message is played I want to have the agent busy play first then the EWT. But i dont need the EWT to play after evey 60sec of music." - This is because step 22 is sending the call back up to step 11. If you only want to tell the caller the estimated wait time once at the beginning of the call and then only that all agents are busy helping other callers while waiting, then change step 22 to goto step 18.

Understand, the amount of time the caller is in queue and waiting isn't going to be an exact 5 minutes using this. It's a best effort. Looping back into an announcement is going to add time to the amount of time in queue. So if your announcement on line 18 is 10 seconds then the redirect to ask the caller to leave a message instead is going to be a total of 10 seconds (for announcemnt) + 60 seconds (in queue)* 5 for a total of 350 seconds.

You could adjust the 60 seconds to be 51 then the 10 seconds of announcement and 50 seconds of queue time would = 61 seconds. This would get you to 5 minutes, 5 seconds and send the caller to the option to leave a message.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius