Mystery calls on a VDN.

[robonix]

Folks

We are using Definity G3 Si V9.
I have one VDN 4001 which has vector 128 configured to take incoming calls from US.
I have one VDN 4019 which has vector 129 configured to take incoming calls from UK.

Ther's an IVR (Conversant) before the PBX.

This IVR has a Voice Out which depends on incoming VDN's.For eg there is a voice out X if the call comes on VDN 4001, and thre is a voice out Y if it comes on VDN 4019.

We have achieved this using a converse step on Vectors 128 & 129 respectively.

PS

VDN 4001



VECTOR DIRECTORY NUMBER

Extension: 4001
Name: NR IVR
Vector Number: 128

Allow VDN Override? y
COR: 1
TN: 1
Measured: internal
Acceptable Service Level (sec): 20

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






Vector 128



Number: 128 Name: US-NR-Test
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 wait-time 5 secs hearing ringback
02 converse-on skill 92 pri m passing vdn and none
03 collect 4 digits after announcement none
04 goto step 5 if digits = 4004
05 route-to number 4004 with cov y if unconditionally
06 stop






VDN 4019


Extension: 4019
Name: UK NRI
Vector Number: 129

Allow VDN Override? y
COR: 1
TN: 1
Measured: internal
Acceptable Service Level (sec): 20

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




vector 129

CALL VECTOR

Number: 129 Name: UK-NR-Test
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 wait-time 5 secs hearing ringback
02 converse-on skill 93 pri m passing vdn and none
03 collect 4 digits after announcement none
04 goto step 5 if digits = 4011
05 route-to number 4011 with cov y if unconditionally
06 stop


and the VDN's 4004 and 4011 uses the vector given below.





Vector 1



Name: NR Vec
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 wait-time 2 secs hearing ringback
02 goto step 9 if staffed-agents in skill 2 > 0
03 goto step 10 if staffed-agents in skill 6 > 0
04 wait-time 2 secs hearing music
05 collect 1 digits after announcement 4103
06 goto step 20 if digits = 1
07 disconnect after announcement none
08 stop
09 queue-to skill 2 pri m
10 queue-to skill 6 pri l
11 announcement 4100 12 wait-time 25 secs hearing music
13 announcement 4101
14 wait-time 20 secs hearing music
15 announcement 4101
16 wait-time 30 secs hearing music
17 collect 1 digits after announcement 4102
18 goto step 20 if digits = 1
19 stop
20 route-to number 4095 with cov n if unconditionally
21 disconnect after announcement none


Our clients calling on VDN 4001 listen to IVR voice X and dial 9 which in turn triggers VDN 4004 and which in turn triggers vector 1 and throws the call to the logged in agents.

And the same way for VDN 4019-IVR voice Y -dial 9 - VDN 4011 -Vector 1 -Agents.

now calls flown out on VDN 4001 are calls offered on VDN 4004, similarly call flown out on VDN 4019 are calls offered on VDN 4011.

Things are working fine with VDN 4019 and VDN 4011.

The calls flown out from VDN 4001 should always be equal to calls offered on VDN 4004 or more.

The problem - Calls offered on VDN 4004 are more than calls flown out from VDN 4001.


net net the extra calls are those calls on 4004 which are getting abandoned after 31 secs.These calls are 1-2 in an hour.

I am not able to detect who is calling the VDN 4004 other than the Vector 128.

I've used the list usage ext 4004 command also. and it says that its only vec 128 who is using the VDN 4004.

agents are always available but still 1 or 2 calls get abandoned in an hour.

Thnx for listening to the story.......


I know i've confused you guys........ but I have to come out of this.......

Thnx in advance folks

Robonix...

 

[podwaje]

where are calls abandoning? if you are running VDN reports and they are showing calls abandoned you really may never be able to determine why. some calls abandon within a vdn when te caller gets frustrated within the prompts. try running an interval report to determine how long after the calls go into the vdn they abandon. i would run it on both the skills and the vdn. the main thing to figure out is whether the call ever queues the skills or not

 

[jaimin]

Hi Robonix,

I can see why your customers are dropping from vec 1.
After step 18 you may want to insert an unconditional loop to step 20 (this is an example as i have no idea what is said on your announcements etc...)
reason for this is because if a customer has not inserted the 1 digit after the collect command he or she will halt at the stop on step 19 and will be disconnected, if not they would of hanged up.

Hope this helps

 

[Ronster]

If nothing else is using 4004 and it is not a DDI number, it must be people dialling 4004 internally.
You can stop this by giving VDN 4004 a COR of say 95 then changing all the station COR's Calling Restrictions (page 3) so they can't call a COR of 95. Make sure that the routing VDN/Vectors can call COR 95.

Please let me know if this is helpful.

Regards,


Ronster