"You are XX in the queue" What do I need? 6

[scottyjohn]

Hi there,
With regard to the above statement, what add ons in terms of Hardware or software do I need for our G3R to implement this kind of queueing message?

Cheers Hope this helps
John

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

 

[janney]

The sales pitch I got when requesting this same information back in 1999 was that I needed Expert Agent as well as a Conversant. It was stated that the algorythm used for this as well as Estimated Wait Time resided in Conversant and worked in conjunction with Expert Agent features residing in the PBX. We could not justify the cost and did not implement. I would hope a more simple solution has been developed since. Hope this helps!

 

[Phoneman2]

If your into adding a lot of code to your vector, you could add a lot of "if" statements.
A call comes in if Q is <5 goto line xx
your ann. would say &quot;up to 5 calls are ahead of you&quot;.(based on your avg. answer time it will be 4 min.) So many buttons So little time
Thanks All
Phoneman2

 

[europe]

What you need is a external VOICE RESPONSE UNIT with the converse vectoring command you can pass the Q-position via DTMF, the VRU then can play the right announcement.
(you can also pass along the EWT)

Be carefull with Q-position or EWT when you use priority levels cause people then could go a place back in the Queue when someone enters the queue with a higher priority.

A lot of code like PHONEMAN suggest is used alot because of the money you save by not getting a VRU.

EWT is most of the time better then Q-position, because if the average talk time is relativelly long the Q-position tells the caller nothing about the amount of time that he/she should wait for an agent.

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[dialtone]

Beware: Avaya states that EWT only works when you're handling > 60 calls / hour.

*:->*

 

[earnshaw]

it does work when you have a high volume of calls and quiete a few agents we use it here and it works well. all you need to do is program about 11 vectors to have a queue time of 1 - 10 mins. you can make it never go up ie if all the agents bugger off to lunch... give me a shout if you would like all the vector contents....

 

[Definity]

Scottyjohn,
I remmember long time back I did it using vectors only, the only extra hardware I used to do this is Announcement board, CO trunk card & Analog Line card & without EAS
The way I did it earlier was patched the CO trunk port with the analog line port (I used total of 16 ports, 2 CO trunk cards) which would mean that you can give announcement upto 16 calls in the queue.
n the vector as Edwin state, you'll have to use the &quot;converse on skill XX passing Qpos & none&quot; the skill has analog extensions(which are patched to the CO trunk card ports)& are set as AAS. the incoming destination for the CO trunk group is defined as the VDN which would have vector treatment as
Collect 2 digits after ann none.
goto step xx if digit=x
& on step XX
place the correct ann no. & disconnect treatment
This disconnect would take the call back to the main vector after the converse step..
Let me know if this help. Incase you need complete adminstration of Definity for this let me know & I'll send that to you..
s-)
I

 

[janney]

Hi earnshaw, I'd be interested in the vector contents when you get a chance. roger_gosselin@providian.com

Much appreciated!

 

[earnshaw]

Remember you need quiete a lot of calls, I would say about minimum 200 per hour and expert agent and in honesty I wouldn't worry about the VRU there not worth it they work on the same algorythms, EWT uses longest call waiting, Num agents staffed, Average speed of answer, calls in queue, etc

here you go all

VDN 2033

VECTOR DIRECTORY NUMBER
Extension: 2033
Name: Rep Line Test
Allow VDN Override? n
COR: 1
TN: 1
Vector Number: 199
Measured: none
VDN of Origin Annc. Extension: 5820 (whisper announcement)
1st Skill: 3
2nd Skill:
3rd Skill:
Return Destination:
VDN Timed ACW Interval:



Vector 199

01 queue-to skill 1st pri m
02 announcement 5810 (announcement call in queue and will be answered shortly)
03 wait-time 30 secs hearing ringback
04 goto vector 200 if unconditionally
05 stop
06
07
08
09
10
11



Vector 200

01 goto vector 201 if expected-wait for call <= 60 (1min)
02 goto vector 202 if expected-wait for call <= 120 (2mins)
03 goto vector 203 if expected-wait for call <= 180 (3mins)
04 goto vector 204 if expected-wait for call <= 240 (4mins)
05 goto vector 205 if expected-wait for call <= 300 (5mins)
06 goto vector 206 if expected-wait for call <= 360 (6mins)
07 goto vector 207 if expected-wait for call <= 420 (7mins)
08 goto vector 208 if expected-wait for call <= 480 (8mins)
09 goto vector 209 if expected-wait for call <= 540 (9mins)
10 goto vector 210 if expected-wait for call <= 9999 (10mins)
11 goto step 1 if unconditionally
12 stop



Vector 201

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5828 (1 Minute)
03 wait-time 30 secs hearing music
04 goto step 3 if unconditionally
05 stop



Vector 202

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5834 (2 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 59
05 goto step 3 if unconditionally
06 stop



Vector 203

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5829 (3 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 119
05 goto step 3 if unconditionally
06 stop


Vector 204

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5835 (4 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 179
05 goto step 3 if unconditionally
06 stop



Vector 205

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5830 (5 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 239
05 goto step 4 if unconditionally
06 stop


Vector 206

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5836 (6 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 299
05 goto step 3 if unconditionally
06 stop


Vector 207

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5831 (7 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 359
05 goto step 3 if unconditionally
06 stop


Vector 208

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5837 (8 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 419
05 goto step 3 if unconditionally
06 stop


Vector 209

01 announcement 5833 (your call will be answered in approximately)
02 announcement 5832 (9 Minutes)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 479
05 goto step 3 if unconditionally
06 stop


Vector 210

01
02 announcement 5838 (Due to high call volumes it will take over 10 mins ans call)
03 wait-time 10 secs hearing music
04 goto vector 200 if expected-wait for call <= 539
05 goto step 3 if unconditionally
06 stop