Using variables in vectors. How to?? 1

[oscar01]

I am looking for instructions on how to use variables in vectors. I have a pair of s8700 running CM 3.1.2. I haven't found the pdf on the Avaya support site.

 

[wenparkhay]

We are also S8700 with 3.1.2. I have been referencing the Avaya Call Center Manual - Call Vectoring and Expert Agent Selection Guide Release 4 (07-600780)..found at the Avaya website under documention - Call Center. Even though we are not at release 4...it does have a section on Variables in Vectors (VIV). I have been experimenting with vector variables on different applications. Would also be interested on how others are using them.

 

[donbott]

Avaya Call Center
Release 3.1
Call Vectoring and Expert Agent Selection
(EAS) Guide
07-300477
Release 3.1
February 2006


I asked the same thing awhile back . qz01gs gave me this info

DonBott

"The whole problem with the world is that fools and fanatics are always so certain of themselves, and wiser people so full of doubts."
--Bertrand Russell

 

[Zen216]

I use them extensively... makes things easier in alot of applications..

menu options for different lenghts,
inclement weather/emergency closings, absent agents, etc.

my main vector is this..

01 wait-time 2 secs hearing ringback
02 announcement 6001
03 goto step 11 if staffed-agents in skill 11 > 0
04 goto vector 78 @step 1 if holiday in table 1
05 goto vector 42 @step 1 if I = 2
06 goto vector 54 @step 1 if I = 3
07 goto vector 138 @step 1 if I = 4
08 announcement 6014
09 goto vector 139 @step 1 if unconditionally
10 stop
11 collect 1 digits after announcement 5534 for A

12 goto step 18 if digits = 5
13 goto step 16 if digits = 1
14 goto vector 10 @step 1 if unconditionally
15 disconnect after announcement none
16 messaging skill 4 for extension 5760
17 stop
18 collect 3 digits after announcement none for B
19 set C = A CATR B
20 route-to number C with cov n if unconditionally
21
I is a global variable for inclement weather, 2 = open @ 10am, 3 = open @ 1pm, 4 = closed

I have a vector that collects/changes variable I



I also use variables for my incoming 800 #'s, the vdn's that they hit have 3 variables set on last page, V1, V2 and V3, all of our marketing calls overflow to an outside call center, but we need reporting on how many calls went there, so V1 has the overflow vdn for each 800#,

sample vdn

Extension: 6704
Name*: Yellow Pages
Vector Number: 37
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 19
TN*: 1
Measured: both
Acceptable Service Level (sec): 20

VDN of Origin Annc. Extension*:
1st Skill*: 410
2nd Skill*: 310
3rd Skill*:

pg 3
VECTOR DIRECTORY NUMBER

VDN VARIABLES*

Var Description Assignment
V1 rona 6705
V2
V3 west 6715
V4
V5


VDN Time-Zone Offset*: + 00:00
Daylight Savings Rule*: system
and vec 37,, where it points

01 wait-time 2 secs hearing ringback
02 goto step 11 if staffed-agents in skill 5 > 0
03 queue-to skill 2nd pri m
04 goto step 6 if available-agents in skill 12 = 0
05 goto step 2 if unconditionally
06 queue-to skill 1st pri m
07 wait-time 65 secs hearing 6024 then music
08 goto step 30 if V2 = 6517
09 messaging skill 4 for extension 5067
10 disconnect after announcement none
11 goto step 22 if staffed-agents in skill 25 = 0
12 goto step 22 if time-of-day is all 21:55 to all 08:00
13 goto step 22 if time-of-day is fri 16:55 to sat 08:00
14 goto step 22 if time-of-day is sat 16:55 to mon 08:00
15 goto step 22 if holiday in table 2
16 queue-to skill 1st pri m
17 goto step 26 if available-agents in skill 28 = 0
18 wait-time 60 secs hearing music
19 messaging skill 4 for extension 5350
20 disconnect after announcement none
21 route-to number V3 with cov n if unconditionally
22 route-to number 6577 with cov n if unconditionally
23 goto step 30 if V2 = 6517
24 messaging skill 4 for extension 5069
25 disconnect after announcement none
26 queue-to skill 25 pri m
27 wait-time 60 secs hearing music
28 messaging skill 4 for extension 5350
29 disconnect after announcement none
30 messaging skill 4 for extension 5022

so variables v1 is the rona, so if it rona's out, the new vdn points to vec 39, which is identical, but queues skill pri h instead of pri m,

The best one yet though is for my counselors,, we used to change audix voicemail from 20 min cos to auto attendant, when a counselor was out for the day, giving option, 1 to l/m for counselor, 2, to get cust. serv, and 3 to get to another counselor right away.
when the counselor returned, we changed it back,, big headache in Mod. Messaging,,, So now if a call to a counselor goes to cover, the switch shecks to see if agent is here, if so it sents to vm, if not, it checks time of day, if outside of bus hours it goes to vm, if normal bus hours it plays the message (1 to l/m, 2 for cust serv, 3 for another counselor) and routes it, it also checks vacation table and routes differently if on vacation,,, now it is all automatic, and could not be done without variables..
here is that vector...

01 wait-time 1 secs hearing silence
02 goto step 22 if time-of-day is mon 17:00 to tue 09:00
03 goto step 22 if time-of-day is tue 19:00 to wed 09:00
04 goto step 22 if time-of-day is wed 17:00 to thu 09:00
05 goto step 22 if time-of-day is thu 19:00 to fri 09:00
06 goto step 22 if time-of-day is fri 17:00 to sat 09:00
07 goto step 22 if time-of-day is sat 17:00 to mon 09:00
08 goto step 22 if holiday in table 2
09 goto step 26 if staffed-agents in skill 1st = 1
10 goto step 17 if V1 in table 6
11 collect 1 digits after announcement 6019 for none
12 goto step 26 if digits = 1
13 route-to number 5536 with cov y if digit = 2
14 route-to number 5499 with cov y if digit = 3
15 route-to number 5499 with cov y if digit = 0
16 disconnect after announcement none
17 collect 1 digits after announcement V2 for none
18 route-to number 5536 with cov y if digit = 1
19 route-to number 5499 with cov y if digit = 2
20 route-to number 5499 with cov y if digit = 0
21 disconnect after announcement none
22 goto step 17 if V1 in table 6
23 messaging skill 4 for extension V1
24 disconnect after announcement none
25 stop
26 messaging skill 4 for extension V1

and I'm always looking for more...

 

[Zen216]

here is a shot of my variable screen

VARIABLES FOR VECTORS


Var Description Type Scope Length Start Assignment VAC

A First Option collect L 1 1
B Last three digits of extens collect L 3 1
C Full 4 digit extension collect L 4 1
D Day of week dow G 5
E Emergency Closing collect G 1 1 1
F Fri and Sat Closing Time collect G 4 1 1700
G
H
I Inclement Weather collect G 1 1 1
J
K
L latest closing time collect G 4 1 2200
M

N Nuisance collect L 1 1
O open time collect G 4 1 0800
P
Q
R
S
T time of day tod G 1728
U
V
W
X
Y
Z

 

[oscar01]

Excellent Smithers!! Thanks all for the guide and examples!