Answering language depends of caller ID 1

[Spoutnik]

Hi Guys,

I would like to know if it's possible to choose on which language Definity (may be probably done by using vectors) and use the caller ID to specify if the person is answered in english or in french!

Thanks.

 

[avayaman]

Yes, no problem, although its better to prompt the individual for language in a vector since, just because they live in a certain area code, does nto mean French will be their language. I assume you are thinking of Auebec, so I guess maybe you just want a bilingual agent to greet in a certain order.

Heres how you do it:

Depending on how many area codes are involved you may want to use VRT tables. Lets assume its only 2 area codes that are French & all others are english. Lets assume your dealign with 819 & 514 which a 2 Quebec area codes.


Vector 1

1) wait time 0 secs hearing ringback
2) goto step 6 if ani = 819+
3) goto step 6 if ani = 514+
4) goto step 8 if unconditionally
5) stop
6) route to number 2000 with cov y
7) stop
8) route to number 3000 with cov y
9) stop

In the above example 2000 would be the VDN leading into the vector queuing calls to your French agents, 3000 to the English. If you have tenant partitioning, you cna give them different tenant numbers & music on hold sources.

You could use goto vector statements instead of route to VDN statements if you are not using CMS to track the split in traffic.


Now if there are a lot of area codes involved you may want to use a VRT. Lets assume the French area codes are all the Quebec codes: 819,514,450,418,506 & for good measure, Ottawa 613.

establish vrt 1 (add vrt 1), enter 819+,514+,450+, etc in the table, you can set sort to y if you wish, in this case it doesn't matter.

Vector 1

1) wait time 0 secs hearing ringback
2) got step 5 if ani in table 1
3) goto step 6 if unconditionally
4) stop
5) Route to number 2000 if unconditionally
6) stop
7) route to number 3000 if unconditionally
8) stop

VRT real estate in most switches consist of 10 only, so you don't want to use them frivilously.

I hope this helps. i can send you a real example if you need.



Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at

http://www.vancouver.hm/email.html

 

[avayaman]

In the second vector above line 3 should read "got step 7 if unconditionally". Sorry for my lousy dslexic typing. I wish this forum would allow post authors to go back & edit rather than have to post corrections.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at

http://www.vancouver.hm/email.html

 

[Spoutnik]

Thank you very much.

I'll try to setup something like this on my phone to see if it works well and probably use that solution in my prod environement!

Thanks again!

 

[Spoutnik]

I tried to configure a vector using ANI's without success.

I got this error message :
"ani" Vectoring (ANI/II-Digits Routing) not assigned

Do you know how to activate that function?

Thanks!

 

[avayaman]

It looks like you don't have the feature enabled on your switch. You must only have ACD Basic. You need at least ACD deluxe. I assumed you were in a EAS call center environment. As far as I know you cannot get just this feature without purchasing the whole package. Regardless it has to be activated by Avaya, you can't turn it on yourself. Pretty expensive.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at

http://www.vancouver.hm/email.html

 

[Spoutnik]

Another question,

I tried to setup a tie trunk group to activate de ANI and I put two ISDN line in it.

Now, I can't remove my trunk group. When I try to remove member, it says Object in use, please try later! When I perform a status trunk 4, I see that my line isn't used.

I hope I didn't do something wrong

Thanks again for your help!

JL

 

[avayaman]

Well, you could alwaysdo a reset system before midnight, & put it back the way it was.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at

http://www.vancouver.hm/email.html

 

[adminman3]

Try to busy the trunk group, then pull the members out, and release again, or release and then remove. I don't believe you'll get the 'object in use' error if there are no members administered.

 

[rjblanch]

If you dont have ANI, what about a putting in two messages -
If you wish to speak english, press 1
If you wish to speak french, press 2 (obviously in french).

SImple answer, but give it a shot!!!

 

[AvayaHelp]

Here is what we have for one client:
01 collect 1 digits after announcement 2551 (English/French Message Option)
02 route-to number 1234 with cov y if digit = 1
03 route-to number 2345 with cov y if digit = 2
04 route-to number 1234 with cov y if unconditionally
05 stop