Selective route to coverage?

[BHodgins]

I have a vector which collects the four digit extension of the agent to which the caller wishes to speak and then routes the caller to that agent via a "route-to digits coverage y" step in the vector. If the agent does not answer their phone, the caller reaches the agent's voice mail. Multiple different VDNs (different toll-free numbers) use this vector.

Now I have a request that, for one VDN only, unanswered calls should not reach the agent's voice mail, but go to the next available agent instead.

How to make this happen? If I change the "with coverage" from y to n, the call will endlessly ring on the agent's phone.

I thought about changing the coverage path on the agent's station to a VDN, which would then branch off to some queue step if the VDN is the special one, otherwise it would use the "messaging skill 99 for extension ____" command. But I'm not sure how to make this work because the choices are either xxxx, active, or latest, none of which would handle correctly the agent's extension. xxxx would require a separate vector for each and every agent extension.

What would be the best way to accomplish this without bumping into the double-coverage-block issue?

Thanks,
Bill

P.S. I'm running Comm Mgr 2.2.2, but am upgrading to Comm Mgr 5.1.1 next month.

 

[Ronster]

Why not just use another vector for that VDN that has coverage n?

(d)ROU - [small]I Said, I've Got A Big Stick[/small]

 

[BHodgins]

Because the call rings endlessly on the agent's phone when coverage = N. There's no way I know of to make the call only go to that extension for 8 seconds and then on to the next step in the vector.

 

[BHodgins]

By the way, the double coverage restriction is lifted as of CM 5.1 when involving VDNs. On the coverage path form, there is a new setting called "Cvg Enabled for VDN Route-To Party?" Setting it to Y allows the 2nd coverage to work when it is a VDN. However, you cannot have a triple coverage.