RTNR Cover for 'coverse on' calls

[crickley]

V9/9.5

I am tryiny to find a way of diverting calls to another VDN when not aswered by our voice reconition system.

Calls are sent via a 'converse on' step to skill 77.
EAS agents with sk77 are AAS to stations on a DS1 link.
In a similar way to the Conversant we have.

I have tried the 'Redirect on no answer' in the skill/hunt group set up. This works once then locks up the agent (returns engaged signal) until the skill is removed and added back again.

Thanks

 

[RTMCKEE]

Why wouldn't the IVR answer?

If it's because all the lines are tied up, couldn't you just add:

goto step XX if avaliable agents in skill 77 = 0

before the converse on step?

I know at my old company we had one conversant backing up the other incase one was totally occupied, but i dont remember how the vector was set up exactly

RTMCKEE

 

[crickley]

thanks RIMCKEE

Under certain failure conditions the IVR does not answer the call.

Not a problem if all agents/lines are busy.

 

[europe]

What you describe works as designed, if an AAS agent does not answer and RONA takes the call away from the port the DEFINITY gets that AAS agent out of the split/skill.

This is done because with a reliable IVR like Conversant the AAS Agent does not answer because of a failure of the port (or the wole system). If the port failed the next call send to that port would probably not be answered, so it is better to take the AAS Agent out of the split/skill.

You do not have to remove and add the split/skill, just simply a Busy Out and Release of the specific port would put it back in to service. Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[europe]

Sorry, did not answer the whole qustion:

If one port failes you would have no problem, cause probably other AAS agenst would still be available, if all ports fail you would want to redirect the calls, so try if you can put a check in the vector before you converse the call, like this:

goto step XX if staffed-agents in skill XX < 1.

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

 

[crickley]

Thanks for confirming the operation of RONA.

This seems to be the only way of dealing with ringing calls unanswered by the IVR. The only condition I really have a problem with.

However when using RONA calls did not redirect to the entered VDN but back to the skill - any idea why?

 

[europe]

RONA takes the call back to the queue of the skill.

If you want it to go to another VDN you'll have to put a VDN in the Hunt group form at the Redirect to VDN: on page 2 directly under RONA.
Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[crickley]

I did have the VDN number in there but it seemed to ignore it - is there another setting somewhere else I've missed?