Service Observe using Remote-Access 1

[AvayaHelp]

I have a G3v2.0 8700, we are using Remote-access with barrier codes and the feature access code plus the Agent extension for Service Observing Agents remotely.

Is there a better way to do this? I really don't want to use the barrier-code way for security reasons.

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[alberton]

There is in the remote-access form a field Barrier Code Lenght. If you leave it blank do not need to include a barrier code for the remote access.

Hope it helps

 

[AvayaHelp]

Hmm...alberton I guess what I was hoping for was a way to do this through Vectoring. There is to much open-door with remote-access. I only want to give the user the ability to SO any Agent they want remotely.

Anyone can help this would be a star or two, wink wink


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[BIS]

through vectoring you could use a routing table as your password check.

collect x digits after announcement "please enter your code"
goto-step (continue) if digits in table 1
announcemnt "Sorry"
disconnect

(continue)
route-to number [FAC]

I think this would work. The VDN would need a proper COR, and the digits had to be entered in a vector routing table (ch vrt )

hth

 

[AvayaHelp]

Here is what I have so far:

display vector 91 Page 1 of 3
CALL VECTOR

Number: 91 Name: *SO EXT TEST
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 wait-time 2 secs hearing ringback
02 collect 6 digits after announcement 50900 for none
03 goto step 5 if digits = 123456
04 disconnect after announcement none
05 collect 6 digits after announcement 50901 for none
06 route-to number 10 with cov y if digit = 6
07 stop

Step 6 just hangs no matter what I do. I use 4 digit extensions for the agents, so I tried all kinds of combos; collect 4 digits.... I was thinking of using the VRT and add all the Agents extension to that table then reference to it. But how do I do that and make sure the fac is used first? The VDN has the correct COR, and announcement 50900 asks for the passcode and 50901 announcement asks for the agent extension.

HELP! Thanks again

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[donbott]

I'm in a call center with a lot of clients. We have all our remote acces codes assigned different COR's that relate to hunt groups and stations so clients can only SO agents on their calls

Don Bott

take two of these and call me in the morning

 

[AvayaHelp]

Thanks all for the help

Here is what I finally did in the end, enjoy:

CALL VECTOR

Number: 91 Name: *SO EXT TEST
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 wait-time 0 secs hearing ringback
02 collect 7 digits after announcement 2508 for none
03 goto step 7 if digits = 1234567
04 collect 7 digits after announcement 2508 for none
05 goto step 7 if digits = 1234567
06 disconnect after announcement 2509
07 collect 6 digits after announcement 2512 for none
08 goto step 12 if digits in table 2
09 collect 6 digits after announcement 2512 for none
10 goto step 12 if digits in table 2
11 disconnect after announcement 2509
12 route-to digits with coverage n
13 stop


announcement 2508 = "Please enter your passcode"
announcement 2512 = "Please enter the feature access code plus the Agent's extension now."
announcement 2509 = "Sorry that is incorrect"

I ran the announcement twice in case the User "Fat Fingered" the first try. I could have it loop but then you open yourself up to letting an unauthorized person attempting various combinations until they succeed. In the VRT table I simply added the extensions preceeded by the FAC code. But where there were ranges of extensions like 4400 - 4499, to save time I simply put the fac number followed by wild cards like this: fac44??. This way any number from 4400 - 4499 would be valid.

Then I created a VDN with the COR set to allow service observe that can be dialed from off the switch and presto, anyone who knows the passcode and FAC+Agent extension can dial in from anywhere and listen-only to the Agent they want to.

Let me know what you think.

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[donbott]

What is a VRT table, I never heard the term before. I have a G3r6

Thanks

Don Bott

 

[avayaman]

Download

http://www.vancouver.hm/avaya1.zip

from my web site. Its a pdf file. There is an ACD section in there & in that section is the way to do remote service observing using VRT tables & examples. It shoudl point you in the right direction.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at

http://www.vancouver.hm/email.html

 

[AvayaHelp]

donbott - VRT is Vector Routing Table. It allows you to eneter up to 100 extensions for example then in a vector you can ask the user to eneter the extension they have and if it matches the one in the table then route it as you need to. Hope that helps.

Avayaman - I cheated some, I used your FAQ which I forgot I had to fix my problem.

Thanks

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