I have an Avaya PBX with CM 3.1. Here's my situation:
1. I have callers calling into different numbers as we often work under different brands, toll-free numbers and so on, and want to gauge effectiveness of each.
2. I redirect those calls to a queue (actually, separate queue per incoming phone number), and need those calls redirected to different phone numbers at an outside answering service under certain conditions (for example, off-hours, holiday, no agent logged in, etc)
3. The outside redirected numbers need to be different for each incoming number so that the operator at the outside answering service knows what greeting to use.
Under these requirements, can I avoid having multiple RONA VDNs and RONA vectors to service a hunt-group setup across the various incoming phone numbers?
More specifically, I have callers calling into separate phone numbers, each getting handled by a vdn and a separate vector associated with each vdn. The reason there isn't just one vector across all VDNs is that the final step of the vector is to redirect the call to an outside call answering service and the number to redirect to needs to be different for each vector handling incoming calls. That's because the answering service operator needs to know what greeting to use.
With this setup, I'm having a challenge with RONAs. All vectors direct calls to a skill (i.e. hunt-group) and the hunt group has a RONA VDN listed in its configuration. Because the outbound redirect numbers to the answering service need to be distinct, I end up having not only separate vectors, but also separate hunt-groups so that I can have separate RONA VDNs that have their own separate RONA vectors. In these RONA vectors (see example below), I try again to direct the call to the hunt-group, but if no agent is logged in, then the call needs to be directed to the correct phone number at the answering service. Since the answering service number is different based on the incoming phone number called, then I find myself having separate hunt-groups, separate RONA VDNs and separate RONA vectors for all the various incoming phone numbers.
Not too much of a problem when you have just a few incoming phone numbers, but how about when you have dozens? Any ideas on how to consolidate into fewer (ideally, one) RONA VDN and RONA vector while still achieving the separate outbound phone numbers to the answering service? I tried to figure out a way to go back into the vector handling the incoming call (as opposed to the RONA vector), but can't figure out how to do that while avoiding a lot of the steps in the vector for incoming calls (for example, avoid replaying the caller greeting).
Thanks for any ideas!
Incoming vector example:
1. wait-time 0 secs hearing silence
2. announcement 8684
3. goto step 23 if holiday in table 1
.
.
.
18. goto step 23 if staffed-agents in skill 63 = 0
19. queue to skill 63 pri m
.
.
.
23. route-to number 918005551212 with cov n if unconditionally
24. stop
RONA vector example:
1. wait-time 0 secs hearing ringback
2. goto step 6 if staffed-agents in skill 63 = 0
3. goto step 6 if A = 1111
4. queue-to skill 63 pri h
5. wait-time 0 secs hearing ringback
6. route-to number 918005551212 with cov n if unconditionally
7. stop
1. I have callers calling into different numbers as we often work under different brands, toll-free numbers and so on, and want to gauge effectiveness of each.
2. I redirect those calls to a queue (actually, separate queue per incoming phone number), and need those calls redirected to different phone numbers at an outside answering service under certain conditions (for example, off-hours, holiday, no agent logged in, etc)
3. The outside redirected numbers need to be different for each incoming number so that the operator at the outside answering service knows what greeting to use.
Under these requirements, can I avoid having multiple RONA VDNs and RONA vectors to service a hunt-group setup across the various incoming phone numbers?
More specifically, I have callers calling into separate phone numbers, each getting handled by a vdn and a separate vector associated with each vdn. The reason there isn't just one vector across all VDNs is that the final step of the vector is to redirect the call to an outside call answering service and the number to redirect to needs to be different for each vector handling incoming calls. That's because the answering service operator needs to know what greeting to use.
With this setup, I'm having a challenge with RONAs. All vectors direct calls to a skill (i.e. hunt-group) and the hunt group has a RONA VDN listed in its configuration. Because the outbound redirect numbers to the answering service need to be distinct, I end up having not only separate vectors, but also separate hunt-groups so that I can have separate RONA VDNs that have their own separate RONA vectors. In these RONA vectors (see example below), I try again to direct the call to the hunt-group, but if no agent is logged in, then the call needs to be directed to the correct phone number at the answering service. Since the answering service number is different based on the incoming phone number called, then I find myself having separate hunt-groups, separate RONA VDNs and separate RONA vectors for all the various incoming phone numbers.
Not too much of a problem when you have just a few incoming phone numbers, but how about when you have dozens? Any ideas on how to consolidate into fewer (ideally, one) RONA VDN and RONA vector while still achieving the separate outbound phone numbers to the answering service? I tried to figure out a way to go back into the vector handling the incoming call (as opposed to the RONA vector), but can't figure out how to do that while avoiding a lot of the steps in the vector for incoming calls (for example, avoid replaying the caller greeting).
Thanks for any ideas!
Incoming vector example:
1. wait-time 0 secs hearing silence
2. announcement 8684
3. goto step 23 if holiday in table 1
.
.
.
18. goto step 23 if staffed-agents in skill 63 = 0
19. queue to skill 63 pri m
.
.
.
23. route-to number 918005551212 with cov n if unconditionally
24. stop
RONA vector example:
1. wait-time 0 secs hearing ringback
2. goto step 6 if staffed-agents in skill 63 = 0
3. goto step 6 if A = 1111
4. queue-to skill 63 pri h
5. wait-time 0 secs hearing ringback
6. route-to number 918005551212 with cov n if unconditionally
7. stop
