Send to external numbers on a 24 X 7 rotation

Question

Send to external numbers on a 24 X 7 rotation

AZTelefonito (Systems Engineer)

(OP)

6 May 19 21:51

Greetings!

I have a problem that I am not able to figure out. I have been asked to program a 24 X 7 hotline so our clients can call a TF number and have these calls go to an assigned mobile number so a specialized user can answer calls if need be for that week, midnight on Monday through Sunday 11:59 PM. The following week the destination number (mobile number) will change, and so forth until the end of time for a total of 5 or 6 users.

I do not have IVRs just a plain and simple Avaya Aura CM Rel. 7

My vector is as follows:

display vector 3000 Page 1 of 6
CALL VECTOR

Number: 3000 Name: TEST VECTOR
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing silence
02 announcement 1144020
03 # 1st 24 X 7 IT Officer on duty - John Doe
04 goto step 5 if service-hours in table 100
05 route-to number 916021356696 with cov n if unconditionally
06 stop
07 # 2nd 24 X 7 IT Officer on duty - Jane Doe
08 goto step 9 if service-hours in table 100
09 route-to number 916021356697 with cov n if unconditionally
10 stop
11
12

But using the service-hours tables or time-of-day offer no distinction for the weeks so I am quite lost as to how to accomplish this; any suggestions?

bugeyed

Thank you!

ZeroZeroOne (Vendor) · Answer 1 · 2019-05-07 00:48:49

You could use multiple service-hours tables, one for each remote number:

10 goto step 20 if service-hours in table 100
11 goto step 22 if service-hours in table 101
...
20 route-to number xxxxx cov n if unconditionally
21 stop
22 route-to number yyyyy cov n if unconditionally
23 stop
...

The Service hours table gives you a lot of control over the day and time but each needs to be unique. If your needs are a little simpler then you may be able to get away with the time-of-day check:

10 goto step 20 if time-of-day is all 08:00 to all 13:00
...

Edit: I reread your post and you got all that. You need WEEKLY changes. Ugh.

You could use the Holiday table and set up a week-long holiday. Set Table 1 for Engineer 1, Table 2 for Engineer 2....
Similar idea but now you have week long time periods.

Hope that helps...

AZTelefonito (Systems Engineer) · Answer 2 · 2019-05-09 18:44:26

Thank you ZeroZeroOne, I will try this and see how it works!

Would having an IVR or an additional component to our architecture be a better solution for these types of MAC requests for the future? I am just thinking how we can leverage another Avaya component or even a third party vendor to expand our vector/call control programming capabilities.

Gracias!

wavey2

Wanebo (MIS) · Answer 3 · 2019-05-09 19:12:22

I would set up the number as an extension that allows remote call forwarding and allow the users console permission on their stations and have them use the FAC to change the call forwarding on that extension to their cell number. In other words you build the structure of the call handling, but have them control where the calls go to. Doesn't require a vector, once things are set up it takes you mostly out of the picture, and provides them flexibility if they get/lose team members or get a different cell number, or want to send their on call calls to their desk phone while at work, etc.

The way you have it set up you are almost certainly going to get calls in the early morning hours on sundays telling you that "Hey! I'm on vacation this week and so and so is supposed to be taking my on call."

ZeroZeroOne (Vendor) · Answer 4 · 2019-05-09 19:25:08

I'm not aware of a product that would help you in this situation. That doesn't mean there isn't so maybe someone else has a better solution for you.

Instead of trying to automate the process (easier for end users but a pain for you to update those holiday tables every year - and what if they change numbers or need to change the rotation?), you could give them manual control and let them manage their own schedule.

Aura Messaging has the Reach-Me feature for outcalling from a voice mailbox. Each user can log into the User Preferences Web Portal and set their cell phone when they are on-call. I've used this for a small group (internal only, not reachable by outside clients) and they were satisfied with it.

If your CM has Call Center Elite and can use system variables, a VDN/Vector that allows someone to dial in and set the mobile number could work. Here's an example:

You'll need a security prompt to keep unauthorized users from mucking about.

CODE

15 # Prompt for Security Code 
16 collect 6 digits after announcement 1138 for none 
17 goto step 46 if digits <> 123456 
18 set A = none ADD 0

Then collect the digits for the phone number:

CODE

37 # Collect up to 16 Digits
38 collect 16 digits after announcement 1147 for none
39 goto step 42 if digits >= 0
40 set CU = none add digits

Where CU is the variable that holds the on-call number.

Then your dial-out Vector would have a route-to statement like this:

CODE

20 route-to number 9CU cov n if unconditionally

This is the real cheap-and-cheesy version. You can get fancy and have the Vector speak the number back for confirmation - if you record an announcement for each digit.

AZTelefonito (Systems Engineer) · Answer 5 · 2019-05-17 21:39:40

Thank you guys, these are great suggestions. I will play around to see which one will work better.

Cheers! thanks

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Send to external numbers on a 24 X 7 rotation