Different queueing priority depending on a routing point 2

[Vadimus]

I need to adjust queue-to skill x pri according from the routing point the call gets to that queue through.

For example - incoming call to phone number #1 gets into IVR, once the caller selects the proper queue the call is queued with priority m. When the call is made to phone number #2 everything works the same except for being queued with priority l. So same queue serves the call differently depending on its origin.

Is it possible with some routing point variables or tags? Building and supporting parallel VDN/vector structure for lower priority calls is a disaster from technical view, duplicating queues making lower priority versions will make it equally unmanageable.

 

[Stinney]

If it's coming in from different phone numbers, are they routing to different VDNs initially?

How do the calls route to the IVR, transfer to VDN, queue to skill, converse-on?

How do the calls route out of the IVR to the right skill based on the user's input?

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Vadimus]

>If it's coming in from different phone numbers, are they routing to different VDNs initially?
Yes
>How do the calls route to the IVR, transfer to VDN, queue to skill, converse-on?
VDN->vec

>How do the calls route out of the IVR to the right skill based on the user's input?
Through several levels of choices in vectors and finally queue-to corresponding queues.

Calls coming from different phone numbers are dumped into same IVR root (different VDNs listed in inc-call-handling pointing to same vec)

 

[Stinney]

>How do the calls route to the IVR, transfer to VDN, queue to skill, converse-on?
VDN->vec

Is this a separate IVR system? Are you sending the call to a queue that the IVR has assigned or converse-on? Or when you say IVR are you just asking the caller to choose options in the vector?

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Vadimus]

No converse-on.

Same IVR.

What i'm looking for:
phone #1 -> inc vdn 1000 -> root of ivr vdn 6000 -> several choices -> destination queue with priority m
phone #2 -> inc vdn 2000 -> root of ivr vdn 6000 -> several choices -> destination queue with priority l

Sample vec we have:

change vector 13                                                Page   1 of   6
                                  CALL VECTOR

    Number: 13               Name: New Intl Air
Multimedia? n      Attendant Vectoring? n    Meet-me Conf? n           Lock? n
     Basic? y   EAS? y   G3V4 Enhanced? y   ANI/II-Digits? y   ASAI Routing? y
 Prompting? y   LAI? y  G3V4 Adv Route? y   CINFO? y   BSR? y   Holidays? y
 Variables? y   3.0 Enhanced? y
01 queue-to     skill 5    [b]pri m[/b]
02 announcement 6250
03 announcement 6252
04 wait-time    30  secs hearing music
05 announcement 6251
06 announcement 6252
07 wait-time    30  secs hearing music
08 goto step    5             if unconditionally

All I want to do is change step 01 to pri l if the call was routed through vdn 2000

 

[ZeroZeroOne]

I would recommend setting a VDN Variable as a flag. Use values something like this:

4 = Low (or 0, blank)
3 = Medium
2 = High
1 = Top

page 3
                            VECTOR DIRECTORY NUMBER

                                VDN VARIABLES*

                    Var  Description       Assignment
                    V1   Priority          2
                    V2
                    V3
                    V4

So the Vector would look something like this:

01 goto step    7             if V1               =      3
02 goto step    9             if V1               =      2
04 goto step    11            if V1               =      1
05 queue-to     skill 5    pri l
06 goto step    12            if unconditionally
07 queue-to     skill 5    pri m
08 goto step    12            if unconditionally
09 queue-to     skill 5    pri h
10 goto step    12            if unconditionally
11 queue-to     skill 5    pri t
12 announcement 6250

I like this approach since it is done once and you can set the priority per VDN without changing the vector.

I've seen another approach using a system variable:

change variables                                                Page   5 of  39
                              VARIABLES FOR VECTORS

Var Description                 Type    Scope Length Start Assignment       VAC
BU  Active VDN                  vdn     L                  active

The vector would look like this:

01 goto step    4             if BU               =      2000
02 queue-to     skill 5    pri m
03 goto step    5             if unconditionally
04 queue-to     skill 5    pri l
05 announcement 6250

You'd have to change the vector every time you added a new VDN, however, so I wouldn't use it. But maybe it will work if you only have the two VDNs to worry about.

 

[Stinney]

ZeroZeroOne's is good, but if you are transferring the call to the IVR, then I believe the variable would no longer be tracked once it's answered by the IVR and then transferred out to another VDN. Obviously you can try it, make sure you allow a VDN override on the 6000 vdn, otherwise the single vdn 6000 you are using to transfer calls to the IVR will override the vdn 1000 or 2000 variables.





- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius