Vector Processing 1

[wokdabat]

Does anyone know how to create a drop out point of a vector from the following example? If you have two agents logged into a split and they are available. You call that split and both agents do not answer, how can I give the caller an out so it does not ring infinitely?

Right now the calls rings forever because my first step of my vector is queue to skill # pri m.

The split is setup as ACD, Vector, Queue and Skill all set to yes.

 

[SF0751]

I would enable RONA (Redirect On No Answer). This would enable you to redirect the call at a higher priority to the same or new vector, while putting the offending agent into AUX mode (so the problem cannot reoccur without the agent being aware of his/her orginal offense).

Check out the Avaya MultiVantage Call Center Software Guide to ACD Call Centers (page 200) for detailed instructions.

Susan
[green]Gramen artificiosum odi. [/green]

 

[wokdabat]

My problem is they are all available so the call queues to the skill, then eventually puts all the agents in aux after trying all the available agents, then continues to ring forever.

I don't think there is a way around this. If there are any sample vectors out there that would be most appreciated.

 

[SF0751]

In some of our vectors, the RONA vector won't requeue the caller, it sends them to voicemail. I will post vector & VDN examples tomorrow am.....

Susan
[green]Gramen artificiosum odi. [/green]

 

[lopes1211]

When you activate rona you can specify a new vdn to send the caller to. At that point, you're in a new vector and can do whatever you want with the call.

-CL

 

[wokdabat]

Even if RONA is implemented you still have available agents who will not answer the phone causing them to go into aux. At that point the caller goes into infinite ring. Is there a way after the system has tried to queue the call to all available agents subsequently putting them into aux to get the caller out of the infinite ring?

 

[SF0751]

Here is an example of the Hunt Group form, and the vector we use for this group's RONA calls.

[B]Hunt Group Form (Page 2)[/B]
                    Redirect on No Answer (rings): 4
                                  Redirect to VDN: 7388
 Forced Entry of Stroke Counts or Call Work Codes? n

[B]RONA Vector referrenced by redirect VDN (above)[/B]

01 wait-time    2   secs hearing silence
02 goto         step   10  if time-of-day      is all 17:00 to all 08:30
03 goto         step   10  if time-of-day      is fri 17:00 to mon 08:30
04 queue-to     skill 88  pri t
05 announcement 7177
06 wait-time    30  secs hearing music
07 announcement 7178
08 goto         step   11  if unconditionally
09 stop
10 announcement 7181
11 messaging    skill 99  for extension 1599
12 stop

In the above example, RONA'd callers are re-queued at a higher priority, but sent to voicemail after 30 seconds.

Susan
[green]Gramen artificiosum odi. [/green]

 

[lopes1211]

Only by redirecting to a new vdn with an available agent check step.

01 wait 2 sec ringback
02 goto step 7 if avail in skill 33 < 1
03 queue to skill 33
04 annc 1234
05 wait 30 sec
06 goto step 04
07 messaging skill 10 for extension 1111 (everyone has left the building vmail)

-CL

 

[g3rguy]

If you have RONA set up. And the agents do not answer the call, it will follow the the rest of the vector you have set up.

Now if you have continuous ring they may be hitting AUTO/In as soon as it RONA's.

So write your vector out how you want it to be. RONA will ring both agents then follow the path of the vector. If voice mail is an option it will hit it. If you are getting continued ringing you have something else going on.

Post your vector if you like and maybe we can see something that might cause this.

 

[wokdabat]

Thanks for all your help! RONA allowed the call to follow the path of the vector. Without RONA I was going to an infinite ring after trying all of the available agents.

Thanks again!

wok