Call vectoring problem

[napy2]

Hi all

I've got a small problem with call vectoring which I think has something to do with coverage criteria.

The first part here works fine
[ul]
[li]External caller rings number - VDN 607[/li]
[li]This goes to vector 6[/li]
[/ul]

Vector 6 has the following
[ol 1]
[li]wait-time - 2 secs - ringback[/li]
[li]goto step 12 - if holiday in table 1[/li]
[li]goto step 10 - if time-of-day - all 17:00 to all 09:00[/li]
[li]goto step 10 - if time-of-day - fri 17:00 to mon 09:00[/li]
[li]route-to number 137 with cov y if unconditionally[/li]
[li][/li]
[li][/li]
[li][/li]
[li][/li]
[li]announcement 149[/li]
[li]stop[/li]
[li]announcement 157[/li]
[/ol]

[ul]
[li]So assuming it's not out of hours, the caller gets passed to station 137 (virtual station)[/li]
[li]station 137 has a coverage path of 137[/li]
[li]coverage path 137 contains two points c6 and attd[/li]
[/ul]

All phones in c6 then ring as expected.

The problem comes when someone is on the phone and another caller dials them directly

All phones in c6 have a coverage path of 22 which has one coverage point v607. Instead of the caller flowing back through the VDN as expected following the path above, they appear to hit the announcement 149 which advises the office is closed. I would have expected the caller to follow point 5 in Vector 6 but this doesn't happen.

The criteria for coverage path 22 looks like this:

Coverage Path Number: 22
Cvg Enabled for VDN Route-To Party? n
Hunt after Coverage? n
Next Path Number:

Active? n n
Busy? y y
Don't answer? y y
All? n n
DND/SAC/Goto Cover? y y
Holiday Coverage? n n

Number of rings 3

Coverage points

Point 1: v607

Can anyone see what the problem is here as to why the caller doesn't flow back properly through the system whilst in office hours?

If you need anymore information please let me know.

Thank you

 

[afernandezf]

5.route-to number 137 with cov y if unconditionally

When someone is in the phone the coverage do "Busy? y y" then the cov look in the coverage point to v607 that is the vdn and take the point 10.

You should put in the coverage points the extensions on the path 22.

 

[smokinjoe2938]

make point 1 back into the coverage answer group then vdn 607 ar point 2 maybe

 

[napy2]

Thanks for your replies

There are 8 phones in coverage answer group 6 so they all ring at the same time. I couldn't fit 8 numbers into 6 available coverage points and doing this would make then ring in sequence not at the same time anyway.

Setting point 1 of coverage path 22 to c6 might work I've not tried that but is there no way to push the caller back through the VDN (v607) as this would allow the holiday messages to play regardless of whether the caller rings the main number or an individual directly?

Thanks

 

[smokinjoe2938]

the vector will handle the holiday routing

 

[napy2]

Sorry I'm a little confused. Although making Point 1 on coverage path 22 point to c6 might work I don't see how it will channel the caller back through the holiday routing as this is just sending them to the coverage answer group and not back through the vector?

If it's out of hours and someone calls a number directly it would be better to send them back through the vdn so that they hear the announcement messages.

Thanks

 

[napy2]

Figured it out in case anyone else comes across this problem.

The coverage path needs to have "Cvg Enabled for VDN Route-To Party?" set to y. After changing this and a caller rings the engaged extension step 5 in vector 6 then did what it was suppose to do and route the caller back through the VDN > vector > station etc.