Vector Priority vs Skill Level 2

[BenUK]

I have a scenario which I'm finding confusing, we operate with a Skill Level handling preference, but I'm unsure how the following would pan out....

----------------------------------------
(Vector 100)
queue-to Skill A pri m adjust-by 0
(Vector 101)
queue-to Skill B pri h adjust-by 0
----------------------------------------
Available Agent
Skill A - Skill Level 1
Skill B - Skill Level 2
----------------------------------------

If there was a queue on both splits, which call would get answered next???? - Would the Vector priority overide the skill priority or vice versa????

Any help much appreciated!

 

[telcomwork]

Skill B because it has queued High, the other is queued Medium

 

[BenUK]

So any priorities set on the vector override the priorities set on the skill level.

 

[MenaceEnnis]

Hi ,
Yes priority set on a Call detemerins which call goes first, the Skill level on the agent determines which agent will get the call first based on the skill level.

 

[newbietelecom]

Someone help me. When a call comes in to a VDN number, does it look straight into the Vector to see how calls are routed? Say if the Vector got queue to skill 1st pri m, is it referring to Skill 1 for that VDN? or is it looking to the Skill 1 in the Agent's Login-ID?

 

[AvayaHelp]

newbie
The vdn is the target, the vector is what the PBX tells the call what to do - play announcement, got to another vector or even queue to a skill. In the VDN you can associat up to three skills, 1, 2, 3. Then in the vector you can equally queue to skill 1st, 2nd, 3rd. This is all depending on why and how you want the call answered and serviced. So the VDN accepts the call into the PBX and is associated to the skill via the vector which processes the call.

Although this is a basic dumb-down discription of how it woeks it should help you on your way to understanding things better.

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[marcell55]

I believe that "telcomwork" and "MenaceEnnis" have given you some incorrect information. Priority levels are only used to determine a callers place within that particlar skill.

If you have a regular EAS call center (no Service Level Supervisor or Advocate) and if you have skill level call handling on the Agent ID, then when that agent becomes available, they will always get the call waiting in skill A before a call waiting for skill B.

 

[Slanj]

marcell, I would like to point out that if, on the agent setup, you change the call handling preference from skill-level to greatest-need, then the vector priorities will dictate which call is answered and not the agent skill levels.

I have resurrected this thread in the hope that someone out there could supply a clear definition of the function of vector queueing priorities and how that interacts with skill level priorites. There always seems to be confusion around these concepts, as illustrated by this thread.

Anyone?

 

[BurningChr0me]

One thing to point out you can also have problems if you have already routed a call through 1 vdn first as the ques to skill 1st vector command will look to see the skill in the 1st VDN (always check the VDN overide setting)

I had a hell of a time with this when AVAYA came back to tell me what the problem was.

The symptoms of this is a caller stuck as they have not been queued to a skill.
to confirm this run disp eve (enter the vector number)
You should see a msg saying could not queue to skill or skill invalid.

 

[RGarcia87]

Marcell55 is correct. VDN priorities only control the callers place in line in a particular skill. This is used when you have multiple VDN's queuing to the same skill and you want each of those VDN's to have a different priority.

BenUK, in your scenario if you have plenty of idle time the agent is never going to get a call on Skill B even though it has a higher priority.

 

[BoBAz]

I agree with Marcell55.. and a great debugging tool is the
display events command... as BurningChr0me states.. you should be able to see what is happing .. I sometimes find the command " list trace vdn or vector " helpful too...



BoBAz

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