Whisper Avaya VOA Vectoring (Please Help) 3

[jasonswan]

Hello,

I need a little hlep with the VOA/Whisper in the vetor itself, please.


I need to achieve somethign liek this ...
(my made up english version quasi vectoring)

if DID = xxx.xxx.xxxx
whisper important.call.audio.file

It sounds like VDN of Origin Announcemnet is what I need to use, does anyone have a snipit of a vector using VOA ?


Thank you in advance

 

[wildcard100001]

You could do something like...

ch vrt 1 (virtual table, enter your ani info here)

in the vector write:
goto step 8 (or whatever)if ani in table 1

step 8: route to number (new vdn)

On the new VDN enter the whisper announcement (VDN of Origin annc ext, keep it short). On that VDN point it to a new vector copied from the original vector with the same logic. Same queue etc..

That way your special customers are known by your CSR's via the whisper but get queued to the same skill.

I've used the same logic for a caller that was harassing one of our call centers... except routing to a voicemail box that had the same default greeting but to leave a message. He would call our center 100's of times a day.

Hope this helps,

Thanks,

Wildcard

 

[jasonswan]

This sounds like exactly what I need, thank you so much Wildcard.

 

[Toni269]

Hey Wildcard - sounds like a great solution. When you say you did this in your call center, was the person dialing a toll free or local number? I assume you had his caller ID, lucky you. The "breathers" that call our center always have a block and dial our local number. On the ANI that we can read - are you saying you'd change the main vector for your main incoming line?

Also how do you setup the "table"?

Thanks!

 

[SF0751]

Table" = Vector Routing Table.

Use the commands add or change vrt (1-100, or next). Each VRT can contain up to 100 numbers.

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

 

[Toni269]

THANKS!

 

[wildcard100001]

Toni269,

They would dial a toll free number, though if you got the ani, it would work either way. Yes, luckily the ani did come through. The only change was at the beginning and at the end of the original vector. The beginning was basically IF in VRT 1 then go to the end, then route to digits etc.. in the example I listed above I would put in a VDN local to the switch. In the harassing caller scenario, I applied the same logic but routed it via our DCS network to a voice mail box. I applied the same logic at all 4 call centers and the caller would route to the same voicemail box. For this call center we are using percent allocation, so no telling which site the caller would come in on. Boy was he upset... The bad mouthing voicemail were quite hilarious... "demanding that we put it back to the way it was" after a day or two he stopped calling. I guess he didn't have any satisfaction harassing a voicemail box.
Thanks,

Wildcard

 

[Toni269]

Wildcard, too funny! Good thing harassers are too stupid to figure out they can bypass your solution by simply dialing from another phone number! Thanks for your help and a great solution!