Send to external numbers on a 24 X 7 rotation
Send to external numbers on a 24 X 7 rotation
(OP)
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?

Thank you!
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?

Thank you!
RE: Send to external numbers on a 24 X 7 rotation
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...
RE: Send to external numbers on a 24 X 7 rotation
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!
RE: Send to external numbers on a 24 X 7 rotation
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."
RE: Send to external numbers on a 24 X 7 rotation
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
Then collect the digits for the phone number:
CODE
Then your dial-out Vector would have a route-to statement like this:
CODE
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.
RE: Send to external numbers on a 24 X 7 rotation
Cheers!