RONA Question regarding NAME

[chs89]

We have several VDNs with different names that get answer by our customer service group. We are thinking of setting RONA in the hunt group, the question: IS there a way to keep the original name of the VDN in which the call came in?

Example:

Call comes in on VDN 1234 with the name ABC Cust.
Call gets transfer to agent, but agent doesn't answer.
When the call does the RONA, I want the next agent that is going to handle this call to see on the phone display ABC Cust, not the name of the RONA VDN.

Thanks.

I am not sure if it is possible, since I understand that I am redirecting the call to another VDN.

 

[SF0751]

On your VDN form (page 1), set "Allow VDN Override?" to NO.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[Zen216]

couple of things...
if you send it back to the same vdn as the original.. it will go to the bottom of the queue..
ie. call goes to vdn 5000, vector 1, agent 5555 doen't andswr, rona sends back to vdn 5000, vector 1 puts it back in queue, but as a new call,, the client will hear the phone ring, as the agents phone is ringing, then will hear hold treatment again, (music or whatever you have defined) etc...

if you just put in # of rings to rona, but no vdn, it will keep its place in queue, but if no other agents were available, it will just ring forever, or hear music, but not make it back to a queue, so will never be answered,, (found out the hard way on that one)

we use 2 vectors and 2 vdn's for everything..
5000 "main vdn" vector 1, queues to skill xx pri m
rona's to 5001 "RONA Main VDN" vector 2, which is identical to vector 1, except queue to step is pri h

that way if it does rona out, it will get put into queue at a high priority to get answered first, and the display states RONA vdn name,, so the agent knows that the client has already heard ringing once, then music, then ringing again..

 

[chs89]

All the vdns are set for NO on the "Allow VDN Override" field, but I still see the name of the RONA vdn display on the phone, and not the name of the original VDN.

Thanks for the tip on the # of ring on the RONA.

 

[Zen216]

I am pretty sure when you rona out to a new vdn,, it will always override the original vdn because it treats it like a new call coming in,,
that is why we use two vdn's and two vectors,,, one for the original call, and one for the rona,,,,

now with variables for vectoring, we have two vectors total, but like 20 pairs of vdn's,, and the variables handle the rest.. I'll post an example if you want..

 

[jimbojimbo]

Name the RONA VDN the same as the original.

James Middleton
ACSCI/ACSCD/MCSE
Xeta Technologies
jim.middleton@xeta.com

 

[chs89]

The issue with our set up is that we have 120 different VDNs - all with different names - going to one single skill - hunt. That's why I was wondering if there was I way to keep the name of the original VDN once the call does the RONA, but it looks like that's not a possibility.

Thanks for all your responses.

 

[Zen216]

do you have variable vectoring?
If you do,, then you can create a separate hunt/skill for each incoming #. (At first it is a pain,,,)
Then the vdn can have the skill defined, in it.. and one vector can handle all of them...


VECTOR DIRECTORY NUMBER

Extension: 6704
Name*: Yellow Pages
Vector Number: 37
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 19
TN*: 1
Measured: both
Acceptable Service Level (sec): 20

VDN of Origin Annc. Extension*:
1st Skill*: 410
2nd Skill*: 310
3rd Skill*:

display vdn 6704 Page 2 of 3
VECTOR DIRECTORY NUMBER

AUDIX Name:

Return Destination*:
VDN Timed ACW Interval*:
BSR Application*:
BSR Available Agent Strategy*: 1st-found
BSR Tie Strategy*: system

Observe on Agent Answer? n


Display VDN for Route-To DAC*? n
VDN Override for ISDN Trunk ASAI Messages*? n

display vdn 6704 Page 3 of 3
VECTOR DIRECTORY NUMBER

VDN VARIABLES*

Var Description Assignment
V1 rona 6705
V2
V3 west 6715
V4
V5

vdn 6705 is the rona vdn, and everything is the same, except it points to the rona vec vector 39

display vector 37 Page 1 of 3
CALL VECTOR

Number: 37 Name: Media Ads
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 11 if staffed-agents in skill 5 > 0
03 queue-to skill 2nd pri m
04 goto step 6 if available-agents in skill 12 = 0
05 goto step 2 if unconditionally
06 queue-to skill 1st pri m
07 wait-time 65 secs hearing 6024 then music
08 goto step 30 if V2 = 6517
09 messaging skill 4 for extension 5067
10 disconnect after announcement none
11 goto step 21 if staffed-agents in skill 25 = 0

12 goto step 21 if time-of-day is all 21:55 to all 08:00
13 goto step 21 if time-of-day is fri 16:55 to sat 08:00
14 goto step 21 if time-of-day is sat 16:55 to mon 08:00
15 goto step 21 if holiday in table 2
16 queue-to skill 1st pri m
17 goto step 26 if available-agents in skill 28 = 0
18 wait-time 60 secs hearing music
19 messaging skill 4 for extension 5350
20 disconnect after announcement none
21 route-to number V3 with cov n if unconditionally
22 route-to number 6577 with cov n if unconditionally
23 goto step 30 if V2 = 6517
24 messaging skill 4 for extension 5069
25 disconnect after announcement none
26 queue-to skill 25 pri m
27 wait-time 60 secs hearing music
28 messaging skill 4 for extension 5350
29 disconnect after announcement none
30 messaging skill 4 for extension 5022


the rona vector is the same,, except that the queue to steps are to pri h....

we also have a separate hunt for each incoming line (one set for counselors, and one set for call-in center)

the hardest part is when I setup a new ad line, I got to add the new skil #'s to each agent..

right now we have about 20
not the 120 that you have.. so it may be a real pain to create 120 separate skills, and then assign them to all the agents... but it is possible.

 

[simreal]

I believe that the allow vdn overide on the RONA vdn needs to be set to yes.

 

[Zen216]

when a call flows from vdn to vdn,, vector to vector etc,, the name displayed when finally connected is the first vdn to have vdn overide set to no. in a rona situation, the switch treats it like a brand new call, losing all previous vdn info... so unfortunately, setting the rona vdn to allow overide will not work, that will allow subsequent vdns along the line to overide. the rona vdn,,,

here is a quote from the manual..

Allow VDN Override? — This entry affects the operation of an agent’s
display when a call is routed through several VDNs. If it is set to "n," the
name of this VDN appears on the agent’s display and the VDN’s AUDIX
mail is accessed. If any subsequent VDNs are used to process this call,
their names will not appear on the terminating display and the AUDIX mail
for the original VDN is accessed. If the field is set to "y," the name of the
VDN appearing on the terminating display will depend on the
administration and chaining of the subsequent VDNs and the AUDIX mail
for the last VDN is accessed. Default is "n."
For Expert Agent Selection (EAS), if this field is "y" on the original VDN, the
Skills of the new VDN will be used. If this field is "n" on the original VDN,
the Skills of the original VDN will be used.

but while looking I saw this description, that I have never used, but looks interesting..

Return Destination — The VDN extension number to which an incoming
trunk call will be routed if it returns to vector processing after the agent
drops the call.

I don't know if the system will think of a rona as a dropped call, but it may be interesting to try it out..