Need help routing by area code in vm pro just for a hunt group 2

[mikedphones]

We need to route inbound calls to the customer service hunt group to the appropriate rep based on the area code the client is calling from. If the caller doesn't choose customer service, it is treated normal, so the incoming call routes wouldn't be an issue. it's only for calls to the hunt group. Can VM PRO do this? If so, I am guessing a transfer action, but what is the entry? For example instead of $KEY?
How do you do multiple area codes? Thanks

 

[janni78]

You can use Variable Routing based on $CLI

"Trying is the first step to failure..." - Homer

 

[Gunnaro]

Variable routing as Janni says, but for mobile phones it's not that easy (impossible).

If mobiles starts with a specific number, you can route those to another menu and have the caller dial in their postal code for proper routing.

I prefer to throw a database into the equation as well.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[mikedphones]

Thank you both.

I basically need them to call the main number of the company and get the main greeting, once they make the specific choice off of the main menu, such as Press 4 for Client Services, when they press 4 it goes to hunt group 350 at the moment. I guess I would need them to press 4 for client services and then if calling from Florida Area code 305, transfer to ext. 201, if calling from New York 212 transfer to 202, etc.

Is that $CLI and if so, where do you enter all the area codes? Do you make several, or several with area codes separated by commas? For example if Ext. 201 covers area codes 305,404,770, 215, can they all be in the same entry? What would it look like?

 

[TouchToneTommy]

Use Variable Routing. Connect 4 from the main menu to the 1st Variable Routing token, have it match $CLI with 305???????. Connect Match to Transfer to Ext.201. Connect No Match to another Variable Routing token, have it match $CLI with 212??????? and connect Match to Transfer to 202, No match to the next Variable Routing, etc. The last Variable Routing's No Match transfers to the default Client Services hunt group.

 

[Gunnaro]

Here's a different approach: (From your "4" use Goto module RouteCaller)

Don't know too much about US area codes, but try to make them as general as possible.
If the CLI is blocked or outside your specified ranges (mobile?) Send them to a Menu action, prompted:
"We could not determine your location, please enter your ZIP code, 5 digits. If you don't have a ZIP code, please hold for 3 sec"

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[mikedphones]

Is there a limit to the number of variables I can chain like this? There's a lot of US area codes. If one rep covers 10 of them but they aren't consistent, or even if they are, I can only put one per variable, correct? For example, If I was lucky enough to have a rep cover a range like 201-209, it would still be 9 variables, not one with a range. or, if they covered 10, non in a range like 202,212,414,617,908 it wouldn't be commas, but again separate variables. If I want to put the time in, will I hit a road block with say the 50th variable or can I go on and on?

 

[Gunnaro]

Ok, so USPS made a mess...
At least there is a consistency of 5 numbers?

Do you have DB license on your VMPro or are you running R9.1?

If so, this is very easy.
Make a Menu ????? (5x?).
Use the $KEY to lookup in a database containing all zip codes, and add column where you put in the destination for the zip vs. agent (name or extn number)

Easy to maintain, and customer thinks you're a genius


Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[vztech]

Look at Gun working his magic!

It's only dialtone!!!

 

[mikedphones]

Site is 9.0 not 9.1 and they have CCR so going to 9.1 opens yet another next of hornets. Assuming I hold at R9, whatever the best solution is to transfer by the caller entering their 3 digit area code is what I need to do. Again, not sure if there is a limit to the number of variable routings that I can chain. I know years ago, I hit a limit of 15 or choices on a main menu. In any event, I just need to route by 3 digit area code to specific extensions, even if I have to enter every area code individually. I am just concerned about a limit.

 

[Gunnaro]

Then you're good to go on database integration.

I have made a module for this, let the keyboard rest for an hour-ish, I'll post it when I'm done making money.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[Gunnaro]

One hour-ish is up

So here you go, routing by area codes in the USA (all of them I hope). (Phones will display CLI and City)

If blocked CLI or not listed, caller will be sent off to a menu, asked to enter ZIP code (first 3 digits), then routed to the correct department. (Phones will display CLI, State code and City)

If not entering anything within 3 sec, caller will be sent to receptionist, or whatever you'd like.
(I put in extn 222, 333, 444, 555, 666. Change them to yours in the DB's

Click to collect todays prize

To edit the extn for transfer:
- Open ZIPCODES.mdb and AREACODES.mdb in MS Access and edit them there, or do an Export to Excel w/formatting intact.
- Edit Agent numbers and save .xls
- In MS Access, delete Table "Zip" or "Areacodes", the import the Excel sheet you just saved.
(Make sure all columns are text formatted, tick "First row contains headers....", and "no primary key" at the end of import)

ReadMe.txt for where to put the files and folder.

Magic? Pretty close

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[derfloh]

If you worked with DB connections it's not that magic. It is almost straight forward ;-)

But I like Gunnar's work for the community!

 

[Gunnaro]

Was a reference to vztech's "Look at Gun working his magic! "

And it doesn't appear like too many use the DB capabilities.
Really a shame, because it takes the system to a whole new level.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[mikedphones]

Thanks for this effort Gunnaro. I had to run out on another meltdown but will check it out later. I truly appreciate it and will be back to you once into it.

 

[vztech]

Pink for spending the time for the lad!

It's only dialtone!!!

 

[Gunnaro]

Thanks

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam