Help need this quick

[Guest_imported]

Hello,
I am trying to setup a call vector to work. It works but in my announcement when i tell the customer to press 2 or 1 it doesnt go to the the mailbox that I want it to go to. Right now this is how I want it. My first message mailbox tells them to press 2 to get tech support but when 2 is pressed it doesnt go there it just keeps going with the message and then connects to customer service.
My second message says for the customer to press 1 to leave customer service a message rather then waiting and it still does nothing when they press the 1 option. Can anyone help. This is how I have the vector configured.

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y

01 goto step 16 if time-of-day is fri 17:30 to mon 08:00
02 goto step 16 if time-of-day is all 17:30 to all 08:00
03 goto vector 7 if staffed-agents in split 7 > 0
04 goto vector 8 if staffed-agents in split 8 > 0
05 wait-time 20 secs hearing ringback
06 announcement 536
07 collect 1 digits after announcement 536
08 route-to number 564 with cov y if digit = 2
09 queue-to main split 1 pri h
10 announcement 523
11 collect 1 digits after announcement 523
12 route-to number 567 with cov y if digit= 1
13 check-backup split 2 pri m if unconditionally
14 wait-time 20 secs hearing music
15 announcement 528
16 goto step 11 if unconditionally
17 stop
18 collect 1 digits after announcement 530
19 route-to number 567 with cov y if digit= 1
20 disconnect after announcement none
21
22

 

[Guest_imported]

Oh by the way I have 3 splits. Split 1 is customer service.
Split 2 is backup customer service and Split 3 is Tech support.

 

[Phoneman2]

What type of system do you have?

 

[Phoneman2]

1. You might want to reduce wait time from 20 to 2 sec
2. Look at removing line 9 q to sk 1
3. ch con to uncon with cov=y

 

[Guest_imported]

I have a Definity G3si system and a BCMS

 

[Phoneman2]

do have an email address?

 

[Guest_imported]

Yes, its ylor@parker.com

 

[Jolagues]

I have not been in a definity in a couple months but if im not mistaken the way I did this in the past.

Was at step 8 goto a new vector and sent that vector to the extension.

If I didnt do that I sent step 8 to step 21 if digit =2

then sent step s1 to a new vector that sent to the skill station etc. José

Please let me know if this was helpful

 

[Jolagues]

ok just talked to the current admin where I used to work

step 8 goto step 21 if dig =2


step 21 goto vector xxx unconditional


then send vector where ever you want

José

Please let me know if this was helpful

 

[roche]

Here is a couple things that I notice:

1. step 6 is playing announcment 536 and then step 7 is also prompting for a digit and playing announcement 536 again. Steps 10 and 11 are doing the same.

2. step 9 is queueing the call to skill 1 before the second prompt is heard.

Here is how I would set this up. This may not be exactly how you need it but it may help you get started:


Change announcement 536 to include both prompts. It would say something like For customer service press 1, for tech support press 2, otherwise hold the line for assistance.

01 goto step 5 if time-of-day is fri 17:30 to mon 08:00
02 goto step 5 if time-of-day is all 17:30 to all 08:00
03 goto vector 7 if staffed-agents in skill 7 > 0
04 goto vector 8 if staffed-agents in skill 8 > 0
05 wait-time 8 secs hearing ringback
06 collect 1 digits after announcement 536
07 route-to number 567 with cov y if digit = 1
08 route-to number 564 with cov y if digit = 2
09 goto step 16 if staffed-agents in skill 1 = 0
10 queue-to skill 1 pri m
11 wait-time 20 secs hearing music
12 announcement 528
13 check skill 2 pri m if unconditionally
14 goto step 11 if unconditionally
15 stop
16 route-to number 567 with cov y if unconditionally
17 stop

 

[Guest_imported]

Thanks guys.....