Collecting digits after multiple announcements

[NDYNAMITE]

Hey All

Just wondering if there is a function which will allow you to collect 1 digit after any of the following announcements in vector steps? For example:

- Collect 1 digit after announcement/s:
5xx1
5xx2
5xx3

Basically so if customers know the option they would like to press, but the actual options are presented after '5xx3' in the above case, they can enter digits at 5xx1 or 5xx2...

Surely the system should support this, as i have heard this in banks etc which use Avaya based PABX's...

I have also noticed that you can enter an announcement such as "V1-V5" or "A-Z" - cant find any documentation on this, anyone have any idea what this is used for???

Any help would be appreciated.

Cheers

N

 

[sjforcum]

How about framing it like this:

ANN 1234
ANN 1235
ANN 1236
Collect 1 after ANN 1237

 

[Stinney]

Regarding variables, search support.avaya.com for Call Vectoring and EAS Guide and select your appropriate CM release.

Here is a link to the 3.1 release:

http://support.avaya.com/elmodocs2/callctr/r3_1/07_300477.pdf

Look for the sections Variables in Vectors and VDN Variables.

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[Zen216]

you shold be able to do it, because the switch will collect additional digits and store them,,, so for example,,,

1 collect 1 digit after announcement 1111 for none (options 1-3)
2 goto step 6 if digit = 1
3 goto vector xx @ step 1 if digit = 2
4 goto vector xx @ step 1 if digit = 3
5 stop
6 collect 1 digit after announcement 1112 for none
7 goto step 11 if digit = 1
8 route to number xxxx with cov n if digit = 2
9 route to number xxxx with cov n if digit = 3
10 stop
11 collect 1 digit after announcement 1113 for none
12 goto vector xx @ step 1 if digit = 1
13 route to number xxxx with cov n if digit = 2
14 route to number xxxx with cov n if digit = 3

so for the first setp.... if the person hit 112, they would immediately goto step 14, 1 would bring them to step 6, the system colelcted the other two digits so on the collect step at step 6, it would use the second 1, to get to step 11, then it would use the 2 it collected and goto step 14...

hope I made sense... I also posted some variable information in thread thread690-1361256

 

[NDYNAMITE]

Hey Guys

Thanks for all of your responses.

SJ - this is the way we currently frame them. Unfortunately we can only enter digits after the last announcement, and it wont let you enter digits during the first, second or third announcement.

STINNEY - thanks man, will check those out. Thought i looked everywhere, obviously not

ZEN - Cheers mate, but i might not have explained myself properly in the first post. I wasnt referring to skipping ahead of steps in a vector, which your post seems to solve, but rather skipping ahead of announcements... For example:

"Welcome to (company name) - ann 1111
"Please listen carefully as this menu has changed" - ann 1222
"If you already know the number you would like to press you can do so at any time" - ann 1333
"If you would like to make a payment, press 1. If you would like to..." - ann 1444

So, in the above example, I would usually frame the vector thusly:

announcement 1111
announcement 1222
announcement 1333
collect 1 digit after announcement 1444

However this wont let the customer enter a digit after any of the first 3 announcements... What i am after is the method to allow customers to enter digits at any point after hearing announcement 1111...

I hope that kinda clarifies this...

Thanks everyone for your help. If anyone has any other tips that would be greatly appreciated!

ND

 

[yurichan]

you probably already thought of this...

and that is to re-record a new announcement which concatenates all 4 announcements, then use this new recorded announcement in a single "collect..after hearing <new recorded announcement of all 4 announcement>"

The collect step will connect a DTMF detector and during the playing of this new recorded announcment of all 4 announcements they can enter in a digit which should stop playing the announcement and move on to the next vector step.

just a thought.

 

[NDYNAMITE]

Hey yurichan

Yep thought of that already... business wants the flexibility to use same announcement numbers for different types of vectors (ie welcome to business name etc)...

We do that occasionally, but yeah was kinda working along the lines of the other question...

thanks for the response though!

ND

 

[Stinney]

I wouldn't think that you would want callers to bypass the announcement stating that the menu has changed.

You may be able to comprimise with the business and put in collection steps for the third and fourth announcements as long as your Prompting Timeout isn't set too high. Or you could change the third message to say "If you already know the number you would like to press you can do so at any time, otherwise press #" to bypass the Prompting Timeout.

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[Zen216]

record two sets of announcements,, one with all 4 combined to use in the main greeting/vector, and then the separate ones to be re-used elsewhere..