Assist button call Skill not a Station

[vamosalavaya]

Hi,
We work with Avaya s8700 2.1 + EAS + 6416d+ phones.
I would like to setup my Assist Button for Calling a Skill group assigned to supervor's. Because I have 300 agents with the same skill i can't send all Supervisor assistance request to the same turrets.

I tried this without success :
Agent 10001 receive Calls on skill 3 (hunt 25003)
Agent 10001 dial his Assit button (assist with group number 3)
Hunt group Skill 3 has station 10000 on Supervisor Extension Field (page 2)
Station 10000 his set with port X and Coverage Path 128
Coverage pasth 128 has All y y and v10012 in point 1.
Vdn 10012 has vector 589 and Skill 589
Vector has : 1 queue to skill 1st , 2 wait time music 60 s, 3 goto step 2.
Agent 10015 has skill 589 assigned.

When i triy an incoming call on Skill troyes and push button assist I have disconnect tone.
List trace sta 10000 and Vdn 10012 show that call never reach Vdn. I think call is disconnected before entering in coverage path.

Hope someone can help me...
Regards
Michael

 

[SF0751]

In the Avaya manual, under the section for Hunt Groups, it explains about the field "Supervisor Extension" and gives the explanation "Enter the extension number (cannot be a VDN number) of the ACD split/skill supervisor that agents will reach when using the Assist feature."

Perhaps you can try using a hunt group or a TEG for your supervisors, instead of routing this to a vector. Or, use the extension of a x-port station that covers to the vector that you've created for this.

Susan
"Do what you feel in your heart to be right - for you'll be criticized anyway. You'll be damned if you do, and damned if you don't. "
- Eleanor Roosevelt (1884-1962)

 

[vamosalavaya]

Manya Thanks SuSan
I have already tried to setup directly hunt skill and Station port X coverage to Vdn or hunt but without success.
I thinks Avaya make sometimes unlogical things.
Call centers under Avaya are most often big call center. And one skill cannot have one Supervisor or product specialist.

So i 'am still searching for a solution and will update this thread when i will find?
Sorry for my english, i'am french.
Nobody is perferct ! ;=)

Michael

 

[vamosalavaya]

Many Thanks SuSan
I have already tried to setup directly hunt skill and Station port X coverage to Vdn or hunt but without success.
I thinks Avaya make sometimes unlogical things.
Call centers under Avaya are most often big call center. And one skill cannot have one Supervisor or product specialist.

So i 'am still searching for a solution and will update this thread when i will find?
Sorry for my english, i'am french.
Nobody is perferct ! ;=)

Michael

 

[vamosalavaya]

Manya Thanks SuSan
I have already tried to setup directly hunt skill and Station port X coverage to Vdn or hunt but without success.
I thinks Avaya make sometimes unlogical things.
Call centers under Avaya are most often big call center. And one skill cannot have one Supervisor or product specialist.

So i 'am still searching for a solution and will update this thread when i will find?
Sorry for my english, i'am french.
Nobody is perferct ! ;=)

Michael

 

[tiramisu]

Hi Michael:
so you have to stick to an extension,
- but you could have all your skill professionals using (directed) call-pickup to take the assist call ringing at that station
- or you could have bridge appearances of this 1 station on all the stations of your skill professionals.

regards,

Tiramisu

 

[vamosalavaya]

Thank You Tiramisu, i think this bridge apperance is a good Idea.
We finaly success to put a AgentLoginID in Supervisor Extension (in hunt mask) I will test it with bridge.
Regards
Michael