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Help need this quick

Help need this quick

Help need this quick

I am trying to setup a call vector to work. It works but in my announcement when i tell the customer to press 2 or 1 it doesnt go to the the mailbox that I want it to go to. Right now this is how I want it. My first message mailbox tells them to press 2 to get tech support but when 2 is pressed it doesnt go there it just keeps going with the message and then connects to customer service.
My second message says for the customer to press 1 to leave customer service a message rather then waiting and it still does nothing when they press the 1 option. Can anyone help. This is how I have the vector configured.

Basic? y   EAS? n   G3V4 Enhanced? y   ANI/II-Digits? y   ASAI Routing? n
Prompting? y   LAI? n  G3V4 Adv Route? y

01 goto step 16  if time-of-day  is fri 17:30 to mon 08:00
02 goto step 16  if time-of-day  is all 17:30 to all 08:00
03 goto vector 7 if staffed-agents  in split 7  >  0
04 goto vector 8 if staffed-agents  in split 8  >  0
05 wait-time  20 secs hearing ringback
06 announcement 536
07 collect 1  digits after announcement 536
08 route-to  number 564 with cov y if digit =  2
09 queue-to     main split 1   pri h
10 announcement 523
11 collect  1  digits after announcement 523
12 route-to  number 567 with cov y if digit=  1
13 check-backup split 2  pri m if unconditionally
14 wait-time    20  secs hearing music
15 announcement 528
16 goto  step   11  if unconditionally
17 stop
18 collect      1  digits after announcement 530
19 route-to  number 567   with cov y if digit=  1
20 disconnect   after announcement none

RE: Help need this quick

Oh by the way I have 3 splits. Split 1 is customer service.
Split 2 is backup customer service and Split 3 is Tech support.

RE: Help need this quick

What type of system do you have?

RE: Help need this quick

1. You might want to reduce wait time from 20 to 2 sec
2. Look at removing line 9 q to sk 1
3. ch con to uncon with cov=y

RE: Help need this quick

I have a Definity G3si system and a BCMS

RE: Help need this quick

do have an email address?

RE: Help need this quick

Yes, its ylor@parker.com

RE: Help need this quick

I have not been in a definity in a couple months but if im not mistaken the way I did this in the past.

Was at step 8 goto a new vector and sent that vector to the extension.

If I didnt do that I sent step 8 to step 21 if digit =2

then sent step s1 to a new vector that sent to the skill station etc.


Please let me know if this was helpful

RE: Help need this quick

ok just talked to the current admin where I used to work

step 8 goto step 21 if dig =2

step 21 goto vector xxx unconditional

then send vector where ever you want


Please let me know if this was helpful

RE: Help need this quick

Here is a couple things that I notice:

1. step 6 is playing announcment 536 and then step 7 is also prompting for a digit and playing announcement 536 again.  Steps 10 and 11 are doing the same.

2. step 9 is queueing the call to skill 1 before the second prompt is heard.

Here is how I would set this up.  This may not be exactly how you need it but it may help you get started:

Change announcement 536 to include both prompts. It would say something like  For customer service press 1, for tech support press 2, otherwise hold the line for assistance.

 01 goto         step   5   if time-of-day      is fri 17:30 to mon 08:00
02 goto         step   5   if time-of-day      is all 17:30 to all 08:00
03 goto         vector 7   if staffed-agents   in skill 7          >  0
04 goto         vector 8   if staffed-agents   in skill 8          >  0
05 wait-time    8   secs hearing ringback
06 collect      1    digits after announcement 536
07 route-to     number 567              with cov y if digit           =  1
08 route-to     number 564              with cov y if digit           =  2
09 goto         step   16  if staffed-agents   in skill 1          =  0
10 queue-to     skill 1   pri m
11 wait-time    20  secs hearing music                          
12 announcement 528
13 check        skill 2   pri m if unconditionally
14 goto         step   11  if unconditionally
15 stop
16 route-to     number 567              with cov y if unconditionally
17 stop                 

RE: Help need this quick

Thanks guys.....

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