Setting Whispers

[Maxwell1001]

I know how to set a whisper if a call comes into a vdn then onto the vector then to skill etc but im having trouble with the below.

i have a vdn which hits a vector with an Auto Attendant on it, the caller presses an option which then queues to a skill but i want each option to have their own whisper but i can only find that you can put 1 whisper in the VDN which is obviously applying to all calls so no matter what option they pick the call center agent is getting the same whisper the one from the vdn.

Anyone have a work round for this?

Regards

ACA - IP Office
ACS - IP Office
ACSS-SME

 

[Phaid]

I would suggest you setup a VDN for each option and route to that VDN from the original vector. That way you can set a whisper on each VDN which will be different.

 

[Stinney]

If you set this up as Phaid suggests (which is a good solution) make sure the first VDN that routed the call to the vector with the autoatttendant setup has the VDN override set to Y so the new VDN's whisper will play.

- Stinney

Quoting only proves you know how to cut and paste.

 

[Maxwell1001]

Ok i will try this and update

ACA - IP Office
ACS - IP Office
ACSS-SME

 

[Maxwell1001]

sorry i didnt realise the 1st time i read this but the issue i have is i dont know how to get the 1 telephone number to point to VDN's..

i know if i set the VDN's to have the correct whisper and make that work but i cant get my head round how this will work if the ddi can only hit 1 vdn and then the vector.

thanks in advance

ACA - IP Office
ACS - IP Office
ACSS-SME

 

[Stinney]

As Phaid recommeded. For each menu option, route the call to a new VDN.

route-to number XXXX with cov n if digit = X

- Stinney

Quoting only proves you know how to cut and paste.

 

[Maxwell1001]

but will this provide queuing? if i route back to the vdn and then put the skill in 1st, if nobody is avaiable will they get ringback?

im sorry if these questions are basic but im new to this and this is a live call centre so dont really want to make any mistakes.

ACA - IP Office
ACS - IP Office
ACSS-SME

 

[Stinney]

Are you defining the skill in the VDN or the vector?

Here's what I have set up:

VDN 1234, routes to Vector 1.

Vector 1 has menu options, option 1 is to go to queue, 2 and 3 go to other things than a queue.

Option 1 routes to VDN 2345.

VDN 2345 routes to Vector 1.

In Vector 1 I have a step up front that is:

goto step X (queue step) if V = 2345

V is a variable that is set to Type of vdn, Scope of L, Assignment is set to active.

If you don't have variables, then you will need to send the VDN to a new Vector to handle the queuing.




- Stinney

Quoting only proves you know how to cut and paste.

 

[Maxwell1001]

hi sorry yes thats how i have started to do it

vdn 1234 hits vec 11

press 1 - 4 routes to vdns

the vdns go to new vectors with the queue to skill bit in.

and i believe i have to have VDN overide set to yes...

ACA - IP Office
ACS - IP Office
ACSS-SME

 

[Stinney]

That's it. You should be on your way.

If you're concerned about things not working once you change them in a live environment, I usually do the following.

Create duplicate VDNs and Vectors that do what you want to do with the live calls. Test, test, test, then copy the programming to the live VDNs and Vectors.

In our system we have 2000 vectors available so if I'm changing vector 11, I set up vector 1011 as the duplicate test vector and make all my changes and test vector 1011 first to make sure it works as planned. Then I change Vector 11 to be the same as 1011.



- Stinney

Quoting only proves you know how to cut and paste.

 

[Maxwell1001]

just done exactly what you said and tested it all, moved it all over...worked perfectly.

Thanks for everyones help, sorry if im asking basic questions but as i said im new to CM


Regards

ACA - IP Office
ACS - IP Office
ACSS-SME