No agents logged in? Go to voicemail 3

[Zelandakh]

In a skill group on the Definity, if there are no agents logged in - will voicemail kick in or does an inbound call loop in a circle?

I want to push the call to voicemail IF there are no agents logged in but not if someone is logged in.

At the moment voicemail kicks in automatically at 10pm but it should be earlier with no-one logged in and later if someone IS logged in.

This is possible on an Index. Is it possible on a Definity?

 

[Phaid]

You should be able to put a step in the vector along the lines

messaging skill X for extension Y

where X is the hunt group number for your audix and Y is the extension number of the mailbox.

You then just need to put a step in the vector that goes to the messaging step if no agents are logged in.

 

[inerguard]

The step you need is

goto step yy if staffed-agents in skill xx pri m <1

So when there is nobody logged into skill xx it will jump to the step yy and you put your voicemail step on this line.


[Started on Version 3 software 15 years a go]

 

[SF0751]

Or you can use [tt]goto step X if staffed-agents in skill XX = 0[/tt].

Put this right after your time-of-day steps. Without this, caller would not "loop in a circle", they would remain in queue until (1) they hung the phone or (2) they are sent to VM by a [tt]goto step X if oldest-call-wait in skill XX pri M => 180[/tt] step, if you have that type of step in your vector.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[Zelandakh]

Thank you to all 3 of you for this, much appreciated. Stars all round. I knew it was possible, I just didn't know how.

I'll be looking at the system over the next day or so as it is a new one on me and I've never played with vectors or skills.

I may even come back here to ask for help