VMPro Multiple conditions 1

[Greybeard191]

I've got a scenario where a customer wants to modify an existing VMPro autoattendant to have some 'stacked' time conditions.

Existing:

call flow hits a module called Office Hours, which consists of a start point, test condition, and then two module reutrns... true from the test conditions goes to module return Offices Hours, and false goes to Module return Out of Hours.

The condition editor shows (in order from top to bottom)
1) Condition - Holidays
-->Calendar (set to OR)
2) Condition - Working Hours
-->Week Planner (set to OR)
-->Condition (set to NOT)

Within the properties of the test condition action, the specific tab is set to return the result of "Working Hours".

This Offhours Module is attached to a Main Menu (from Office Hours) with some sub menus and so on. The Out of Hours module return goes to an Out of Hours Attendant. One of the options on the main menu is to hit zero to get to the receptionist.

This setup has been in place for over a year and works fine.

New:

Customer has purchased another IPO, and wants them on a SCN. They've purchased another receptionist license for the new IPO, and the sites have their own VMPro servers. They're also implementing a WAN link and have purchased voice networking channel licenses. The first site is on the West coast, the new is on the East coast, with a three hour time difference.

What the customer wants is a time condition for the receptionist. They want the "new" east coast receptionist to be the primary receptionist for the SCN (8-4 eastern, 5-1 Pacific), with the western receptionist essentially becoming a part time afternoon only position. After 1 p.m. Pacific, the Eastern office will close, and any calls directed to the Western office need to go to the western receptionist. They specifically don't want to have the receptionists in a hunt group, covering for each other( they do NOT want calls during eastern "open" hours directed to the Western receptionist)

I would like to try to add another test condition module between main menu's zero and the assisted transfers to the receptionists, with a test for receptionist hours, and one option going to the eastern rec. extension, and the other the western rec.

But there is only a single condition editor. So do I do this?
Create new module ReceptionHours, looks same as OfficeHours. Add module returns for Eastern Recptionist (attached to false), and Western Recptionist (set to true) Ammend condition editor so it looks like:

1) Condition - Holidays
-->Calendar (set to OR)
2) Condition - Working Hours
-->Week Planner (set to OR)
-->Condition (set to NOT)
3) Condition - Reception Hours
-->Week Planner (set to OR)
-->Condition (set to NOT)

Set the Reception Week Planner hours to cover the hours from 1 p.m. to when Western Office calls.

Within the properties of the test condition action, the specific tab is set to return the result of "Reception Hours".

In theory, this might work, as the western office autoattendant would only allow calls to reach the western or eatern receptionist if the test of office hours passes, and the reception hours test is effectively a subset of the office hours test.

I'm mostly thinking out loud here, but is this the best way to do this? I've never tried to have time conditions appear in different places in a call flow like this before.

GB

 

[Albus2]

You have two IPO's and two VMPro's plus license for voice networking or SCN. Do you enable SCN or just voice networking?

If SCN, then you have to solve everything in one VMPro.
The other may be a backup or distributed VMPro.
Depending on this the solution will vary. I don't have experience when having to deal with different time zones in one VMPro.

 

[Greybeard191]

the customers intent is to use two VM Pro servers, one centralized, the other distributed. They specifically want two autoattendants.

GB

 

[amriddle01]

VM Pro can run as many auto attendants as you like (up to maximum connections to the server) no need for a seperate PC/server

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[Greybeard191]

I know you can have multiple AA's.

My issue is that I need multiple time conditions stacked up in a single AA.

GB

 

[intrigrant]

Should not be a problem:

make for each time a condition:
1 Eastern time calendar for holidays
2 Western time calendar for holidays
3 Eastern times open/closed
4 Western times open/closed

make a new module and do the following:

Start > Cond 1 > true > action module return named East Holiday
> false > link to Cond 2
Cond 2 > true > module return named Western holiday
false linked to Cond 3
Cond 3 > true > module return named East closed
false > linked to cond 4
cond 4 true > module return named west closed
false > module return named "I have domne something wrong"

open the initial call flow and drag the new module into the initial call flow, it will show up as a new action were you can link the outcome to subsequent actions.

Main thing is to make a good plan on paper first and study all options, but most important : have enough coffee and turn your cell phone off.

 

[amriddle01]

Indeed, it's still possible with a bit of determination and trial and error

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[Greybeard191]

OK, keep in mind that there is an office hours module prior to the main menu, and then one choice of the main menu goes to the receptionist, with another time condition between menu menu option zero and the recptionists.

Keep in mind that I need to have two time condition tests:
1) a test as to whether or not the Western office is open or closed... this directs the call to either the main menu (open) or the the Out of office attendant if closed.
2) a further time condition test (recpt hours) as to whether the eastern office is closed or not, with call being appropriately directed to either the eastern or western receptionist.


Like this:

Start-->office hours (module with test condition)-->true-->main menu-->recp hrs (module with test condition)-->true-->eastern recp.

or false-->western recp.

Keeping in mind that there is only a single condition editor, don't I need to arrange it like this, within the condition editor:

1) Condition - Western Holidays
-->Calendar (set to OR)
2) Condition - Western Working Hours
-->Week Planner (set to OR)
condition set to NOT
3) Condition - Eastern holidays
--->Calendar (set to OR)
4) Condition - Eastern Working hours
--> Week planner (set to OR)
condition set to NOT

If I use the use the result of Western Office hours in the office hours test condition module, then it should only use up to step 2, correct? So if it's between 9-5 Western time, and NOT a holiday, the call goes to the main menu, because the result it true.

Then is zero is pressed, the entire time condition is applied again with the, but should advance to step 4. If I set the recpt hours module test condition to Use Eastern working hours ouput, true goes to eastern recp., and false goes to western recpt.

I'm a little concerned about the fact there's a logical NOT after step 2 (required to give the correct true result for Western Working hours), and if it has any implictions for steps 3 and 4.

GB

 

[intrigrant]

My example is only intended to put your brain at work, it is defenitly NOT a working solution.
I am only trying to get you to think out of the box and not to stick in thinking in regular solutions.
I hope for you to get a working solution, I would find one after some puzzling.

 

[amriddle01]

Keeping in mind that there is only a single condition editor, don't I need to arrange it like this, within the condition editor"

The condition editor only creates/edits them for you, it doesn't test them in any order or in fact test them at all, that it done by the "test condition" action, you can have as many conditions as you like and they can conflict,overlap or be in whatever order you like in the editor and it doesn't matter as they are not effected by each other unless you make it do that, you can also string as many "test conditions" together as you like

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[Greybeard191]

ah...

So in my scenario, I should have two test conditions for office hours (testing output of western holidays and western hours), and then another two separate conditions for receptions hours (testing outputs for eastern hours and eastern holidays).

In summary, the condition editor only creates/edits the conditions, and the test conditions actions deploy these conditons?

GB

 

[amriddle01]

Yes and Yes, now you see the light

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[intrigrant]

hm, course time for Greybeard191, no offences to you but if you had followed a decent training then you would have known and saved you a lot of headaches and valuable time.

 

[Greybeard191]

actually had both the 1221 and 484 courses, and this wasn't covered. The condition editor is, but not a mechanism for dealing with different time conditions at different points in the call flow.

I actually would rate both those courses as pretty basic in terms of content. I haven't done an IPO install yet that didin't ask for at least one thing, often many things, which were never even broached in those courses.

And this install is "one of those things", IMHO.

GB