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Vectoring
- Thread starter pra4par
- Start date
If the call is routed to the station by a queue to step in the vector you can set the Redirect On No Answer (RONA) on the hunt group form to go back to the VDN it came from or just to the queue itself (by not filling in the vdn number and just set the ring time. That's the only way I'm afraid.
D![[sadeyes]](/data/assets/smilies/sadeyes.gif "[sadeyes] [sadeyes]")
naldussss
D
naldussssIs there a reason that you can't give the station a cover path? If you want a cover path to go to a vector you put the VDN is the cover path.
There is no way to have a caller go back into vector processing after a certain number of rings without cover paths or RONA (as the person mentioned above). Once you do a "route to" the call is gone.
There is no way to have a caller go back into vector processing after a certain number of rings without cover paths or RONA (as the person mentioned above). Once you do a "route to" the call is gone.
- Thread starter
- #5
The thing is that we have clients that have a specific Customer Service Rep(CSR) assigned to them. In the vectoring, the client has the option to choose to speak to their specific CSR by way of a route-to <CSR ext>, OR the client can choose to talk to the first available CSR by way of queue-to split 2.
When the client chooses their own CSR and that CSR is on the phone or away from the phone then the call will go to the CSR's cover. The cover is a VDN that will send the call back out to vectoring. Now the client can choose again to continue holding for the specific CSR, or hold for the first available CSR, or leave a message in the group message box. The problem that I have is when the client chooses to leave a message, it wont work because the call has already gone to cover once. The only thing that will work is waiting for the first available CSR. They can choose to hold for their specific CSR, but the call will ring continuously without going to cover because it has already gone to coverage once.
I hope that explanation makes sence. I guess I want to know if anyone knows any tricks on how to go to coverage twice in one call or work around the problem.
Thanks for you help.
When the client chooses their own CSR and that CSR is on the phone or away from the phone then the call will go to the CSR's cover. The cover is a VDN that will send the call back out to vectoring. Now the client can choose again to continue holding for the specific CSR, or hold for the first available CSR, or leave a message in the group message box. The problem that I have is when the client chooses to leave a message, it wont work because the call has already gone to cover once. The only thing that will work is waiting for the first available CSR. They can choose to hold for their specific CSR, but the call will ring continuously without going to cover because it has already gone to coverage once.
I hope that explanation makes sence. I guess I want to know if anyone knows any tricks on how to go to coverage twice in one call or work around the problem.
Thanks for you help.
I'm confused as to why the call will not route to the group message box. Are you using the command [tt]message skill nn for extension nnnn[/tt] to route the call to voicemail?
Susan
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain
Susan
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain
Look into Direct agent queuing for each agent; the call will queue for the specific agent until answered (and you can give it the usual call treatment). Callers can dial the agent id or ext and be placed in the agent's queue until answered, or be given the opportunity to opt out to vm, if so programmed.
pra4par,
We are using Audix for VM, and I have something similar setup with a specialty group of agents and I am using Custom mailboxes to achieve similar results. In the group VM box subscriber setup page change the COS to "custom" and you will get a 3rd page that you can fit to your needs. It has been a while since I set the solution up, so I do not recall all details on this off hand, but this may get you started.....
Fred
We are using Audix for VM, and I have something similar setup with a specialty group of agents and I am using Custom mailboxes to achieve similar results. In the group VM box subscriber setup page change the COS to "custom" and you will get a 3rd page that you can fit to your needs. It has been a while since I set the solution up, so I do not recall all details on this off hand, but this may get you started.....
Fred
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