complicated call flow

[ALF13]

A customer wants to differ between customer service levels.
!!He wants to solve this with VM PRO!!

One customer has three lists:
Gold Callers (Name of the customer and the correct CLI of the customer)
Silver Callers (Name of the customer and the correct CLI of the customer)
Bronze Callers (all other customers or incoming calls which are not on the Gold or Silver list)

He has a Group X with three members.
When all members are busy, then VM PRO has to answer the call with an announcement (welcome…) the calls should be queued. When a second caller (e.g. from the gold list) is calling the group, it also should queued with the same announcement, but when one of the group members gets idle, the gold caller should ring and not the first caller (e.g. because the first caller was only on the silver or bronze list).

Is it possible to prioritize callers on their CLI?

What would you suggest?

 

[intrigrant]

Use the priority options and CLI routing in the incoming call route.
The priority will only work for queued calls.

If a call with a higher priority call into a busy group whith calls in the queue then the new call with higher priority will be in front of the queue. If there is already a call with the same priority then the new call will be put behind the excisting queued call with the same priority but it will be put before the queued calls with less priority.

 

[ALF13]

This was my first idea, but the customer wants to use a MS Access database for the three service level lists. He wants that VM PRO import these lists.

He will not use the incoming call route because then he has to program all CLI manually.

He only will administrate the MS Access files, and it would be the job of VM PRO to read the CLI out of these *.mdb files and then to prioritize the calls.

Is this possible?

!!Please HELP!!

 

[ALF13]

Someone must have an idee!
Please help!!

 

[ALF13]

Please HELP!!

Please tell me all possibilities to prioritize calls which you know.

Please HELP!!

 

[Gibsonic]

ill give you an A for presistance...or maybe that should be a P...i digress...

here's my take on what you need to do to accomplis this per the customer requirements...

they already have VM Pro...Check

from the avaya help...

"Note: The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface license in the IP Office configuration."

this should be enough to do what you want to do but you will need to know some SQL commands most likely to pull and compare the $CLI variable with the database and the pull the appropriate service class, set that class value as a user variable and then do a test condition after that.

that's the 10,000 foot view. im not db expert or SQL expert so someone else will have to fill in the gaps.

 

[ProviderReborn]

Maybe not an ideal solution. But you put your call through the MS database and depending on the result drop Gold/Silver/Bronze calls into a matching huntgroup with queuing on.
If the first call came in it would not matter who took it or who answered but once your agents/users were in calls use CCC/CBC to show on a wallboard or display who was in the queue and for how long. You could then create a call pickup shortcode to pickup from that group and users would pick the call up rather than it ringing at all sets.
I cannot see how else you would prioritize the call without it running through the IC Route.

 

[jamie77]

Just to waste lines (and money) you could do the database look up and then transfer it out and back to a DDI with priority 1/2/3 for G/S/B.

Not practical but would work!!!!!!!!!!!



Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[aarenot]

They would be best served to convert to a callback center from a call center once calls go into Q for more than once cycle. Then you just call back the higher group members first, no brainer. Pluses, callback centers do not pay for calls waiting in Q to their 800's, DID's, etc. Also, does not tie up lines for people to listen to your MOH, which is a waste unless you use it to market to them.

Calls to HG overflow to an AA, asking for acount number via DTMF, interface with DB to check if accounts SLG is
1= transfer to SLG 1 HG
2= offer to transfer to SLG account rep for SLG upgrade, or to leave a message for callback.
3= offer to transfer to SLG account rep for SLG upgrade, or to leave a message for callback.
*If no account number entered, route to sales to get a SLG package sold.

CLID can be faked/missing/incorrect/not on file(cell phones), if you don't think so, let me show you. Account numbers should already be in a database with their SLG status? CLID routing is possible, hard to do as you state, and not very reliable way to route calls to the correct SLG's.

This is what i suggest, any improvements guys?

 

[PlatinumGuy]

Jamies suggestion is a good one. If this is going to be heavily used then the you may incur high charges for going out and in. You could get round this by putting a dual PRI in, use this for a qsig link back to itself and then you could prioritise on the incoming call routes that come in over the qsig.

The only other way i could think to do it would be to route by cli to three groups, set up a button for each group and then it would be down to the agents to select which group they want to get the calls for.

Or, stop being so technical. Get three ddi's, one for each category and prioritise those incoming call routes.

Also you need to bear in mind how priority works on the IPO, it will only prioritize people in the queue. So on 3.2 the first person ringing is not deemed in the queue so if a gold customer rang in that first call would still be answered first and the gold customer would then be answered next (it would shuffle past everybody else in the queue but not the first person already ringing) if that makes sense.

On v4 you are deemed in the queue even if you are the first person in but im not sure if the priority would force a second call ahead of an already ringing call.

Does that make sense.

ACA - IP Office Implement
ACS - IP Office Implement
ACE - IP Office Implement
ACI - IP Office Implement

 

[ronromano]

Why doesn't the customer give out different DIDs to each of his 3 types of customers and route calls that way? A whole lot less to manage going forward and you could prioritize the calls.

 

[jamie77]

only problems with 3 ddi's is that if someone downgrades thier SL they will still use the high level DDI!!!

Customers cheat like that.

We have customers who don't pay for 24/7 but have found out the DDI and also use it. They don't get responded to from the engineer, but they do try!!!!

If you can do the check in hoiuse then it would stop this happening

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[aarenot]

DID per SLG is not a secure way to route properly, because they will call the higher SLG DID after downgrading.
CLID is not a secure way to route properly, because you have to force the customer to call from only the telephone number listed on their account. Also, it leaves you with updating not only the customers account info with their SLG number, but a list for each SLG group to do a DB lookup to. CLID is also not 100% reliable to be sent properly, and can only be accepted if called from the specific number listed in the CLID DB.

Best solution send to an AA to input their account number, and be routed accordingly to ring, or leave a message.
Since the HG has only three members, I wonder if you even have DID's, and whether you even have enough lines to handle many calls in Q anyway. In which case, not tying up all your lines with calls in Q(ON HOLD) by having them leave a message makes even more sense.

 

[Gibsonic]

good point aarenot...

this seems like a lot of trouble and complexity for that huge call center of 3 people.

i would have them enter their "Gold ID number" or account number or something and then just use some sort of test condition based on the Gold/Silver/Bronze ID.

For example if all gold members are assigned a number that is assigned in the 100 range and silver in the 200, bronze 300, then have a test condition look at the number and route to one of 3 different groups based on that criteria. Have the hunt group names as Gold, Silver, Bronze and also have a group button on their phones so they can self-prioritize the calls.