multiple announcements in one vector??

[sluTel]

is there some way to selectivly go to one of multiple announcements in a single vector , or jump to a vector with a particular announcement then return to the main vector?
I have a computer help desk that would like to force users calling in to the main number to listen to a particular message about problems before dumping out with a route-to to the main help desk. I know i can do this with our Audix and changing the greetings to relect the message but the caller can dump out of audix at any time skipping the message(using attendant function). there is also the command to jump to a vector line if an agent is logged in but that looks like it could get bloated with logging in to one of 4 vectors to reflect the message, plus we are maxed out on agent licenses...
Has anyone out there done this? Or is there a document out there with All the vector programming other than the CM V 2.1 library?

 

[RTMCKEE]

you can used a variable within a vector to do this. You can put several announcements in the vector programming. then use goto lines to route the caller corectly. You can also setup FACs to change the variable within the vector. to turn the routing on or off.

You can also use the agent idea.

for example. you have a outtage announcement you want them to hear befor going to the helpdesk queue.

01 goto to step 8 if A = 1
02 queue to skill 1
03wait 180 sec hear music
04 goto step 2 unconditionally
05stop

07 announce 2345
08 goto step 2

To use the logged in agent idea just replace step 1 the logged in agent step.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[sluTel]

Thanks RTMCKEE, I am looking for info on Variables but cant find any in my docs..(we dont que, so I can ommit those steps)-where do I define a variable? and what exactly is a variable?
I want to be able to have one member of the help desk to "dial in" or be able to set the particular announcement and change it back without our tel admin changing the announcement in the vector manually like we are doing now..

 

[RTMCKEE]

do a cha variable

My variable is M so my line looks like this.

M Conf Call leader code collect G 5 1 1

My vector programming has a line that says:

Goto to step XX if M = 44556 (thats a leader code for my vector) Now if the variable is any thing other than the number i have as "=" then the step is skipped.

Also see your FAC table and you will want to add a FAC to change the variable value.

I cant seem to find it, but i found an INDUG presentation someone did and posted that was very helpful with how to use variables. I'll looks some more and post it if i find it.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[sluTel]

Thanks!!! That helps a lot .
I also found a doc on Avaya SUpport under call center apps that explains it all!!
thanks again

 

[AvayaHelp]

RTMCKEE - One of your steps sends the caller back to the queue. I thought that if you did this you are actually re-quing the call thus they would lose their original spot in the queue and go back to the bottom of that queue?

Thanks

==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[RTMCKEE]

I've read a couple of different things on that. I have actually read in an avaya doc where they recommend doing that "just in case" it failed to queue on the first pass. I've also ready other places where it says not to do that because it uses more processing power or something to that affect.

I am pretty sure that it does not change the persons queue order.

The particular expample above was just off the top of my head. As a rule I dont send it back to the queue step, just the wait step.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[dufus2506]

I believe that if you send a call to a queue-to command again, it will NOT change the persons place in the queue, unless you change the priority.

If you requeue a call that was queued at medium priority, and set the priority to high, the call goes to the end of the high priority queue. (Which is ahead of all the medium queued callers, but would be behind any callers already waiting in the high priority queue.)

Carpe dialem! (Seize the line!)