Please help with VDN and Vectors

[Guest_imported]

I have a VDN that is not routing to the correct mailbox. I have in the vdn set to as following on the bottom. The mailbox is ext.344. When I call the mailbox or the 564 vdn it rings into the tech mailbox. But when I test it on a vector it goes to customer service mailbox insteda of the tech mailbox. The customer service is VDN 567 directing it to mailbox 466. Vector 1 is voicmail , Vector 2 is Customer service and Vector 3 is tech support. On my test vector all I have is the basics to go to VDN 564 but somehow it keeps defaulting and goes to the customer service voicemail instead of going to the tech mailbox. I called it directly to ext 344 and the voicemail works fine. Any idea why this is such a mind boggling for me. I have been working on this problem for 5 weeks and cant figure out why.

Extension: 564
Name: TechSup,VM.344
Allow VDN Override? n
COR: 40
TN: 1
Vector Number: 1


Measured: both
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:




Return Destination:


TEST VECTOR

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 wait-time 6 secs hearing music
02 collect 1 digits after announcement 534
03 route-to number 564 with cov y if digit = 1
04 wait-time 16 secs hearing music
05 goto step 4 if unconditionally
06

 

[telcoguy]

Do not route the call to the VDN, but use the Messaging command
The line would look like:
03 messaging skill xx for extension xxxx

where xx is the skill number of your Audix, and xxxx is the number of the Audix account
This issue comes from the fact that the Audix system needs to know where the call belongs to and which box to put it in..
Also Audix seems not to be handling a VDN as a regular extension number, and requires a extension number.



Rob

 

[Guest_imported]

I have an Octel Voice Messaging so I do not have the messaging option. Only If I had an Audix VM then I will be able to do what you are saying.

 

[scottyjohn]

Your calls go to the original agent then cover to the voicemail? Try setting the "allow VDN Override" to y and see if that helps. I seem to remeber when going through vectors this makes a difference.
Hope this helps Hope this helps
John

http://www.eagle-i.co.uk

 

[Guest_imported]

No it didn't work. I don't know why and where it is defaulting to the customer service voicemail rather than the tech even though everything is pointing to the tech mailbox.

 

[lopes1211]

You will need to setup a dummy station which covers to vmail but carries the identifier of the mailbox you want. For instance, to send callers to mailbox 564, route the callers to number 555 with coverage Y using 564 in the name field for Octel to trigger off of. -CL

 

[scottyjohn]

You can also do a "list trace station xxx" with xxx being the extension of a desk phone you are using to test the vector routing. Just enter that command, go to the phone and call the extension (internally) that you are testing. This will show all of the steps the call takes through the vector and will maybe give you some pointers as to where it is going wrong. Hope this helps
John

http://www.eagle-i.co.uk

 

[Guest_imported]

I have a dummy mailbox which has coverage to voicemail right now and carries the identifier for that mailbox.

I dont have the trace option.I am still using R4 only hopefully soon to be updated to R10 but then again who knows when. Any other way I can somehow track to why it is not going to the the correct mailbox. I have everything set up correctly as far as I know but still wont go to the correct mailbox. hhmmmm

 

[lopes1211]

Instead of having the dummy box cover to vmail, make it cover to your phone and check your display. See if something else like the vector or vdn names are being passed. -CL

 

[Guest_imported]

No matter what I try changing vdn adding a new vdn and new mailbox, making coverage path directing it to my extension or anything I do it just keeps directing it to the customer service mailbox. I have tried everything trying to change everything but some what it just keeps defaulting somehow to that mailbox instead of any other mailbox that I try to make it to go to. Trie 3 other mailbox for it to go to but it wont. Any one have any suggestion.
Thanks

 

[scottyjohn]

If you post the contents of all the elements of what you are trying to do, extension, VDN, Vector, Coverage path, and mailbox, we can have a good look. Hope this helps
John

http://www.eagle-i.co.uk

 

[Guest_imported]

Ok here is my vectors,VDN, and mailboxes for customer service and tech support as followed. THe first Vector 2 is the first vector that responds when a customer dials the 800 number it goes straight to this vector and they have the option of going to tech support by pressing 2.
Tech support mailbox is ext. 344 using VDN 564
Customer service mailbox is ext. 466 using VDN 567
Vector 1 is set up to que all calls to voicemail.
Hopefully this is enough info for any to look at and see what im trying to get this to do. I am trying to do something that is very very simple but just dont know why it is being such a pain.


CALL VECTOR 2

Vector Number: 2 Name:CUSTOMER SVC

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 goto step 18 if time-of-day is fri 17:30 to mon 08:00
02 goto step 18 if time-of-day is all 17:30 to all 08:00
03 goto vector 7 if staffed-agents in split 7 > 0
04 goto vector 8 if staffed-agents in split 8 > 0
05 wait-time 4 secs hearing ringback
06 collect 1 digits after announcement 536
07 goto step 22 if digits = 3
08 goto step 21 if digits = 2
09 queue-to main split 1 pri h
10 wait-time 74 secs hearing music
11 collect 1 digits after announcement 523
12 route-to number 567 with cov y if digit = 1
13 check-backup split 2 pri m if unconditionally
14 wait-time 100 secs hearing music
15 announcement 528
16 goto step 11 if unconditionally
17 stop
18 collect 1 digits after announcement 530
19 route-to number 567 with cov y if digit = 1
20 disconnect after announcement none
21 goto vector 3 if digits = 2




CALL VECTOR 3

Vector Number: 3 Name:TECHNICAL SUPPT

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 goto step 15 if time-of-day is fri 16:30 to mon 08:00
02 goto step 15 if time-of-day is all 16:30 to all 08:00
03 goto vector 11 if staffed-agents in split 3 < 1
04 goto vector 7 if staffed-agents in split 7 > 0
05 queue-to main split 3 pri h
06 wait-time 2 secs hearing ringback
07 announcement 535
08 wait-time 88 secs hearing music
09 collect 1 digits after announcement 534
10 route-to number 564 with cov y if digit = 1
11 goto step 8 if unconditionally
12 collect 1 digits after announcement 530
13 route-to number 564 with cov y if digit = 1
14 disconnect after announcement none



VECTOR DIRECTORY NUMBER

Extension: 564
Name: TechSup.VM 344
Allow VDN Override? y
COR: 40
TN: 1
Vector Number: 1
Measured: both
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:






Extension:344 TN: 1
Type: mbox Lock Messages? n COR: 1
Port: X Security Code: COS: 1
Name: tech.. 344 Coverage Path: 1 Tests? y
FEATURE OPTIONS
LWC Reception: msa-spe
LWC Activation? y Coverage Msg Retrieval? y CDR Privacy?n Auto Answer: none
Redirect Notification? y Data Restriction? n
Per Button Ring Control? n Call Waiting Indication? y
Bridged Call Alerting? n Att. Call Waiting Indication? y
Off Premise Station? n Distinctive Audible Alert? y
Switchhook Flash? y Message Waiting Indicator: led
Ignore Rotary Digits? n Adjunct Supervision? y

Message Lamp Ext: 344

VDN 567
Extension: 567
Name: CustSupp,VM.466
Allow VDN Override? n
COR: 40
TN: 1
Vector Number: 1
Measured: both
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:








Extension:466 TN: 1
Type: mbox Lock Messages? n COR: 1
Port: X Security Code: COS: 1
Name: Cust Svc 466 Coverage Path: 29 Tests? y
FEATURE OPTIONS
LWC Reception: msa-spe
LWC Activation? y Coverage Msg Retrieval? y
CDR Privacy? n Auto Answer: none
Redirect Notification? y Data Restriction? n
Per Button Ring Control? n Call Waiting Indication? y
Bridged Call Alerting? n Att. Call Waiting Indication? y
Off Premise Station? n Distinctive Audible Alert? y
Switchhook Flash? y Message Waiting Indicator: led
Ignore Rotary Digits? n Adjunct Supervision? y

Message Lamp Ext: 466


CALL VECTORS

Number Name

1 VOICE MAIL
2 CUSTOMER SVC
3 TECHNICAL SUPPT



Vector Number: 1 Name: VOICE MAIL

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 wait-time 0 secs hearing ringback
02 goto step 6 if staffed-agents in split 99 < 1
03 goto step 6if calls-queued in split 99 pri h > 3
04 queue-to main split 99 pri h
05 wait-time 10 secs hearing ringback
06 route-to number 0 with cov n if unconditionally


HUNT GROUPS

Grp Grp Grp ACD/ Que No. Cov Notif/ Dom Message
No. Ext. Name yp MEAS Vec MCH Siz Mem Path Ctg Adj Ctrl Center

1 513 CustomerService ucd y/B y none 50 8
2 514 Cust Svc Backup ucd y/B y none 50 2
3 515 Tech Service ucd y/B y none 3 9
6 638 Tech. Dir. Xfer ucd n/- n none 0 2 1
99 630 Octel VoiceMail ucd y/B y none 11 12

 

[Guest_imported]

Ok here is my vectors,VDN, and mailboxes for customer service and tech support as followed. THe first Vector 2 is the first vector that responds when a customer dials the 800 number it goes straight to this vector and they have the option of going to tech support by pressing 2.
Tech support mailbox is ext. 344 using VDN 564
Customer service mailbox is ext. 466 using VDN 567
Vector 1 is set up to que all calls to voicemail.
Hopefully this is enough info for any to look at and see what im trying to get this to do. I am trying to do something that is very very simple but just dont know why it is being such a pain.


CALL VECTOR 2

Vector Number: 2 Name:CUSTOMER SVC

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 goto step 18 if time-of-day is fri 17:30 to mon 08:00
02 goto step 18 if time-of-day is all 17:30 to all 08:00
03 goto vector 7 if staffed-agents in split 7 > 0
04 goto vector 8 if staffed-agents in split 8 > 0
05 wait-time 4 secs hearing ringback
06 collect 1 digits after announcement 536
07 goto step 22 if digits = 3
08 goto step 21 if digits = 2
09 queue-to main split 1 pri h
10 wait-time 74 secs hearing music
11 collect 1 digits after announcement 523
12 route-to number 567 with cov y if digit = 1
13 check-backup split 2 pri m if unconditionally
14 wait-time 100 secs hearing music
15 announcement 528
16 goto step 11 if unconditionally
17 stop
18 collect 1 digits after announcement 530
19 route-to number 567 with cov y if digit = 1
20 disconnect after announcement none
21 goto vector 3 if digits = 2




CALL VECTOR 3

Vector Number: 3 Name:TECHNICAL SUPPT

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 goto step 15 if time-of-day is fri 16:30 to mon 08:00
02 goto step 15 if time-of-day is all 16:30 to all 08:00
03 goto vector 11 if staffed-agents in split 3 < 1
04 goto vector 7 if staffed-agents in split 7 > 0
05 queue-to main split 3 pri h
06 wait-time 2 secs hearing ringback
07 announcement 535
08 wait-time 88 secs hearing music
09 collect 1 digits after announcement 534
10 route-to number 564 with cov y if digit = 1
11 goto step 8 if unconditionally
12 collect 1 digits after announcement 530
13 route-to number 564 with cov y if digit = 1
14 disconnect after announcement none



VECTOR DIRECTORY NUMBER

Extension: 564
Name: TechSup.VM 344
Allow VDN Override? y
COR: 40
TN: 1
Vector Number: 1
Measured: both
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:






Extension:344 TN: 1
Type: mbox Lock Messages? n COR: 1
Port: X Security Code: COS: 1
Name: tech.. 344 Coverage Path: 1 Tests? y
FEATURE OPTIONS
LWC Reception: msa-spe
LWC Activation? y Coverage Msg Retrieval? y CDR Privacy?n Auto Answer: none
Redirect Notification? y Data Restriction? n
Per Button Ring Control? n Call Waiting Indication? y
Bridged Call Alerting? n Att. Call Waiting Indication? y
Off Premise Station? n Distinctive Audible Alert? y
Switchhook Flash? y Message Waiting Indicator: led
Ignore Rotary Digits? n Adjunct Supervision? y

Message Lamp Ext: 344

VDN 567
Extension: 567
Name: CustSupp,VM.466
Allow VDN Override? n
COR: 40
TN: 1
Vector Number: 1
Measured: both
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:








Extension:466 TN: 1
Type: mbox Lock Messages? n COR: 1
Port: X Security Code: COS: 1
Name: Cust Svc 466 Coverage Path: 29 Tests? y
FEATURE OPTIONS
LWC Reception: msa-spe
LWC Activation? y Coverage Msg Retrieval? y
CDR Privacy? n Auto Answer: none
Redirect Notification? y Data Restriction? n
Per Button Ring Control? n Call Waiting Indication? y
Bridged Call Alerting? n Att. Call Waiting Indication? y
Off Premise Station? n Distinctive Audible Alert? y
Switchhook Flash? y Message Waiting Indicator: led
Ignore Rotary Digits? n Adjunct Supervision? y

Message Lamp Ext: 466


CALL VECTORS

Number Name

1 VOICE MAIL
2 CUSTOMER SVC
3 TECHNICAL SUPPT



Vector Number: 1 Name: VOICE MAIL

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 wait-time 0 secs hearing ringback
02 goto step 6 if staffed-agents in split 99 < 1
03 goto step 6if calls-queued in split 99 pri h > 3
04 queue-to main split 99 pri h
05 wait-time 10 secs hearing ringback
06 route-to number 0 with cov n if unconditionally


HUNT GROUPS

Grp Grp Grp ACD/ Que No. Cov Notif/ Dom Message
No. Ext. Name yp MEAS Vec MCH Siz Mem Path Ctg Adj Ctrl Center

1 513 CustomerService ucd y/B y none 50 8
2 514 Cust Svc Backup ucd y/B y none 50 2
3 515 Tech Service ucd y/B y none 3 9
6 638 Tech. Dir. Xfer ucd n/- n none 0 2 1
99 630 Octel VoiceMail ucd y/B y none 11 12


Coverage Path Number: 1

Next Path Number: Linkage

COVERAGE CRITERIA

Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y Number of Rings: 3
All? n n
DND/SAC/Goto Cover? y y

COVERAGE POINTS

Terminate to Coverage Pts. with Bridged Appearances? n

Point1: v477 Point2: Point3:


ext. 477 is voicemail

 

[Guest_imported]

Ok here is my vectors,VDN, and mailboxes for customer service and tech support as followed. THe first Vector 2 is the first vector that responds when a customer dials the 800 number it goes straight to this vector and they have the option of going to tech support by pressing 2.
Tech support mailbox is ext. 344 using VDN 564
Customer service mailbox is ext. 466 using VDN 567
Vector 1 is set up to que all calls to voicemail.
Hopefully this is enough info for any to look at and see what im trying to get this to do. I am trying to do something that is very very simple but just dont know why it is being such a pain.


CALL VECTOR 2

Vector Number: 2 Name:CUSTOMER SVC

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 goto step 18 if time-of-day is fri 17:30 to mon 08:00
02 goto step 18 if time-of-day is all 17:30 to all 08:00
03 goto vector 7 if staffed-agents in split 7 > 0
04 goto vector 8 if staffed-agents in split 8 > 0
05 wait-time 4 secs hearing ringback
06 collect 1 digits after announcement 536
07 goto step 22 if digits = 3
08 goto step 21 if digits = 2
09 queue-to main split 1 pri h
10 wait-time 74 secs hearing music
11 collect 1 digits after announcement 523
12 route-to number 567 with cov y if digit = 1
13 check-backup split 2 pri m if unconditionally
14 wait-time 100 secs hearing music
15 announcement 528
16 goto step 11 if unconditionally
17 stop
18 collect 1 digits after announcement 530
19 route-to number 567 with cov y if digit = 1
20 disconnect after announcement none
21 goto vector 3 if digits = 2




CALL VECTOR 3

Vector Number: 3 Name:TECHNICAL SUPPT

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 goto step 15 if time-of-day is fri 16:30 to mon 08:00
02 goto step 15 if time-of-day is all 16:30 to all 08:00
03 goto vector 11 if staffed-agents in split 3 < 1
04 goto vector 7 if staffed-agents in split 7 > 0
05 queue-to main split 3 pri h
06 wait-time 2 secs hearing ringback
07 announcement 535
08 wait-time 88 secs hearing music
09 collect 1 digits after announcement 534
10 route-to number 564 with cov y if digit = 1
11 goto step 8 if unconditionally
12 collect 1 digits after announcement 530
13 route-to number 564 with cov y if digit = 1
14 disconnect after announcement none



VECTOR DIRECTORY NUMBER

Extension: 564
Name: TechSup.VM 344
Allow VDN Override? y
COR: 40
TN: 1
Vector Number: 1
Measured: both
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:






Extension:344 TN: 1
Type: mbox Lock Messages? n COR: 1
Port: X Security Code: COS: 1
Name: tech.. 344 Coverage Path: 1 Tests? y
FEATURE OPTIONS
LWC Reception: msa-spe
LWC Activation? y Coverage Msg Retrieval? y CDR Privacy?n Auto Answer: none
Redirect Notification? y Data Restriction? n
Per Button Ring Control? n Call Waiting Indication? y
Bridged Call Alerting? n Att. Call Waiting Indication? y
Off Premise Station? n Distinctive Audible Alert? y
Switchhook Flash? y Message Waiting Indicator: led
Ignore Rotary Digits? n Adjunct Supervision? y

Message Lamp Ext: 344

VDN 567
Extension: 567
Name: CustSupp,VM.466
Allow VDN Override? n
COR: 40
TN: 1
Vector Number: 1
Measured: both
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:








Extension:466 TN: 1
Type: mbox Lock Messages? n COR: 1
Port: X Security Code: COS: 1
Name: Cust Svc 466 Coverage Path: 29 Tests? y
FEATURE OPTIONS
LWC Reception: msa-spe
LWC Activation? y Coverage Msg Retrieval? y
CDR Privacy? n Auto Answer: none
Redirect Notification? y Data Restriction? n
Per Button Ring Control? n Call Waiting Indication? y
Bridged Call Alerting? n Att. Call Waiting Indication? y
Off Premise Station? n Distinctive Audible Alert? y
Switchhook Flash? y Message Waiting Indicator: led
Ignore Rotary Digits? n Adjunct Supervision? y

Message Lamp Ext: 466


CALL VECTORS

Number Name

1 VOICE MAIL
2 CUSTOMER SVC
3 TECHNICAL SUPPT



Vector Number: 1 Name: VOICE MAIL

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y

01 wait-time 0 secs hearing ringback
02 goto step 6 if staffed-agents in split 99 < 1
03 goto step 6if calls-queued in split 99 pri h > 3
04 queue-to main split 99 pri h
05 wait-time 10 secs hearing ringback
06 route-to number 0 with cov n if unconditionally


HUNT GROUPS

Grp Grp Grp ACD/ Que No. Cov Notif/ Dom Message
No. Ext. Name yp MEAS Vec MCH Siz Mem Path Ctg Adj Ctrl Center

1 513 CustomerService ucd y/B y none 50 8
2 514 Cust Svc Backup ucd y/B y none 50 2
3 515 Tech Service ucd y/B y none 3 9
6 638 Tech. Dir. Xfer ucd n/- n none 0 2 1
99 630 Octel VoiceMail ucd y/B y none 11 12


Coverage Path Number: 1

Next Path Number: Linkage

COVERAGE CRITERIA
Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y
Number of Rings: 3
All? n n
DND/SAC/Goto Cover? y y

COVERAGE POINTS

Terminate to Coverage Pts. with Bridged Appearances? n

Point1: v477 Point2: Point3:


ext. 477 is voicemail

Hope all this came out ok

 

[Guest_imported]

Sorry for the duplicate post....