Break Double Coverage in VDN/Vectors

[ttcsbarry]

I have a situation where the customer has a station (X2300) that is staffed during normal business hours. If the staff member can not aswer the call, they want it to cover to a VDN and have a vector be an auto attendant and route calls to extensions based on collecting 4 digits from the caller. They want the vector to route the call to that extension, but then follow coverage for that station.

That's where the problem is - the Double Coverage limitation. I have read thread690-1160192 and I have tried using the ARS Digit substitution trick that is described, but the second coverage path is voicemail and the caller gets dropped into the originally called number's mailbox (X2300) and not the 4 digit extension's mailbox that the caller entered via their keypad.

I also have been playing around with making an attendant vector, but I am getting Vector Event code 7 or 9 (Attd vector mismatch). Extension 2300 is not an attendant console.

Any suggestions for a way around this system limitation?

Can I pass manipulate ani somehow and pass that to the voicemail system?

 

[Zen216]

I'm sure there is a better way,, but I cannot think of one,, so here goes..
on your vector,, press 1 for dept x, 2 for dept y etc..
then put the call in a queue/skill for that dept...
(or maybe even a direct agent skill? not sure how those really work though)
set RONA on skill to point to a vdn/vector
last vector is just a messaging step for that ext...
if you have variables, then set v1 of the vdn to the mailbox extension,,,,
then messaging step would be
messaging skill xx for ext V1

 

[matthewk24]

Can't you just use a route to statement with cov y?

Extension 2300 with cov path 1 that covers to vdn 2000 - vec xxx which collects digits and routes how you want it with coverage y.

Set the vector something like:

1. collect x digits after announcement xxxx(press 1 for accounting blah blah.....)
2. goto step 3 if digits = 1(1 is accounting)
3. route-to number xxxx(accounting person extension) with cov Y
4. stop

This is basic but hopefully explanitory. If you use the goto and then route-to steps you add security because you limit what digits are being routed. If you believe you are secure you could collect 4 digits and route-to digits with cov y.

 

[ttcsbarry]

matthewk24,

The problem is that there is a system limitation that will only let you cover once in a VDN/Vector situation. I actually get a Vector Event 55:
"55 - Double coverage
attempt - Coverage option on route-to step was ignored because double coverage is not allowed. This may happen whenthe call has covered to a VDN."

If I call the VDN directly the route-to's ring the stations and then covers to voicemail. The problem comes in when I have the station (X2300) cover to the VDN and then the VDN routes-to the extension. It ring the phone, but does not cover again. I get continuous ringing.

I found a way around it by having X2300 remote call cover to 9-1-AreaCode-VDNDIDNumber, but the customer does not like that. I agree with them because every time a call covers to the VDN (via remote call coverage table) it uses up 3 trunks (One inbound for the incoming call to DID X 2300, one oubound dialing the remote call coverage VDN DID number and finally one more inbound to the VDN DID number). So, you can see my reason for persuing an alternate solution.

Zen216,

I'm not sure how I can use Hunt/Skills because X2300 is not a call center nor are the extensions used in the route-to's. They are all standard 2420 sets. Can you explain?

 

[podwaje]

the only way to "trick" the system is to send the call in the vector out to the PSTN and back in.

for example:

route to "full ten digit" instead of four digit extension. this sends the call out and comes back in as a new call. we have alot of these here and this seems to be the only way to do it

1. collect x digits after announcement xxxx(press 1 for accounting blah blah.....)
2. goto step 3 if digits = 1(1 is accounting)
3. route-to number xxx-xxx-xxxx(accounting person DID extension) with cov Y
4. stop

 

[Zen216]

sorry,, I thought your x2300 was ext 2300..
if that was the case, then the coverage path for the extension could point to a vdn/vector

vector prompts for for options, then routes to a queue-to step... separate queue for each dept...
the rona on the hunt group could point to a vdn/vector that has a messaging step in it, thereby sending it to the voicemail..

 

[matthewk24]

I tested on my system exactly as I pointed out and it worked fine. Don't know if I have something different or what, but it worked.