Call Center giving busy signal if none are logged in. 2

[Mugsiensedgwick]

G3siv11 R011i.02.0.110.4

I have set up a very small call center. Usually only 1 or 2 agents logged in.
My trouble is that if none are logged in it returns a busy signal to the caller and I want them to be given the option to stay on hold or wait on leave a message.
After hours calls also return a busy signal

Here is the vector.
CALL VECTOR

Number: 30 Name: Patient Accts
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y

01 wait-time 0 secs hearing silence
02 goto step 15 if time-of-day is all 17:00 to all 08:00
03 goto step 15 if time-of-day is sat 00:01 to sun 23:59
04 goto step 17 if holiday in table 5
05 queue-to split 5 pri h
06 wait-time 5 secs hearing silence
07 goto step 8 if unconditionally
08 collect 1 digits after announcement 5015
09 route-to number 5018 with cov n if digit = 1
10 goto step 11 if digits = 2
11 announcement 5016
12 wait-time 5 secs hearing silence
13 goto step 5 if unconditionally
14 stop
15 disconnect after announcement 5017
16 stop
17 disconnect after announcement 5020
18 stop


5015 is the Recording to offer the customers to wait.
5016 is the recording thanking them for waiting.
5017 is the message to tell them we are not open.
5020 is the message telling them we're on a holiday.
5018 is an extension going to voice mail.

and here is the hunt group

HUNT GROUP

Group Number: 5 ACD? y
Group Name: Patient Accounts Queue? n
Group Extension: 2024 Vector? y
Group Type: ucd-mia
TN: 1
COR: 3 MM Early Answer? n
Security Code: 0123
ISDN Caller Display: grp-name
AAS? n Acceptable Service Level (sec): 20
Measured: internal
Supervisor Extension: 2031


Controlling Adjunct: none


VuStats Objective: split
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n
Message Center: msa






LWC Reception: msa-spe
Group Number: 5 Group Extension: 2024 Group Type: ucd-mia
Member Range Allowed: 1 - 200 Administered Members (min/max): 1 /9
Total Administered Members: 9
GROUP MEMBER ASSIGNMENTS
Ext Name (24 characters) Ext Name (24 characters)
1 : 2410 2410 15 :
3 : 2025 2025 16 :
4 : 2027 2027 17 :
5 : 2099 2099 18 :
6 : 5004 5004 19 :
7 : 5006 5006 20 :
8 : 5019 5019 21 :
9 : 22 :
10 : 23 :
11 : 24 :
12 : 25 :
13 : 26 :

 

[Textron68]

You need a goto step xx if agents in split 5 = 0

This will come before the queue-to so if there are no agents logged in it will go to your options message. If there are agents logged in it will pass this step and queue to split 5

 

[Mugsiensedgwick]

Evidently, that's not a working function of my switch.
'Available Agents' and 'Staffed Agents' are "unassigned features".

 

[Stinney]

Think the issue might be that your hunt group queue is set to no. You need to set to yes to allow calls to queue.

- Stinney

Quoting only proves you know how to cut and paste.

 

[Textron68]

I just looked a little closer at your Vecor...

You are missing something. You need Vectoring turned on.

display system-parameters customer-options Page 5 of 10 SPE A
CALL CENTER OPTIONAL FEATURES
***Vectoring (Basic)? y

 

[Mugsiensedgwick]

When I do that calls ring no answer if no one is logged in.
Also it requires a data fill to a new ext number and port number for warning thresholds.
How does that work?

 

[Mugsiensedgwick]

I cannot change that display, and yes it is turned off.

 

[Textron68]

Customer Options has to do with licensing. $$$ Contact business partner to find out cost.

 

[Mugsiensedgwick]

I have and am waiting for a response.
I'll let you know.
Thanks,
-Randy

 

[Stinney]

Good catch Textron68, I should have thought of this.

Avaya systems can do whatever you need them to, it just depends on how much $$ you have to get it all turned on and available.


Mugsiensedgwick, the warning thresholds allows you to set a threshold as to when an alert should be sent to an analog device to alert agents or a supervisor that calls are sitting in queue, either too long or too many calls waiting.

You assign an analog port and then connect an analog device, like a strobe. When the threshold is met, the analog port sends ring voltage down the line and activates the analog device.

- Stinney

Quoting only proves you know how to cut and paste.

 

[Mugsiensedgwick]

Aha, I should have guessed.
Thanks.

 

[Mugsiensedgwick]

This stinks. I have to upgrade my hardware to a CM for a stinking vector.