HELP: Question about Still Queued then VMB

[kristiandg]

Good afternoon all. I've got an install where they want Queue announcements for up to 4 minutes, then after the 4 minutes, send the caller to a VMB. I know others have pulled it off before, but have had to "get creative".

Does anyone have any ideas? If so, please be specific. After this one, I'm gonna be very tired and incoherent.


Thanks.

Kris

 

[Morrack]

Turn on VM for the hunt group, set the allocated answer interval for the huntgroup to 4 minutes (240)

Peter

 

[kristiandg]

I did that, and the allowcated answer is being used to bounce from one agent to another.

 

[Morrack]

You're not using most idle hunting? Have to think on that one - never attempted to provide queue messages to anything other than a most-idle group. I'll experiment with it tomorrow in my lab and get back to you.

Peter

 

[kristiandg]

Yes, it is set up for most-idle, but thats how its acting. I'm on the controlled release of 2.1.23. If that helps...

Kris.

 

[Morrack]

Fascinating!! This is actually good news - it means they are trying to fix the 'agent forgot to logout before leaving their desk' deficiency. Cool.

What happens when all agents are busy or logged out of the group? It should do what you are asking. No matter what, rule #1 for call centers should STILL be "never walk away from your phone in ready state"

Peter

 

[kristiandg]

Yeah, good times. There's a few bugs in this one. Yes, its rolling to other agents, but darned if they didn't think of the rolling to voicemail after queueing for a specified time. Our temporary solution was to make the STILL QUEUED action have a menu saying to leave a VM, hit 1, otherwise continue to hold. The big one that I just reported to Avaya today was if a phone is FNA'd to a hunt group, the switch reboots.

There are some other issues, too. Here are the items I e-mailed today:

-If a phone is FNA to a hunt group, the switch spontaneously reboots (in MONITOR, comes up w/ TBL ERROR).  Happens every time.

-If VM Pro has a TRANSFER action that transfers to a Hunt Group that is in NIGHT Service, the call is dropped.  Work around is to do a supervised transfer for 0 seconds to that number, if successful, then hand off to a regular transfer action, if not, goes to regular transfer action directly to the Night Service location.

-Created a user short code to allow all outbound calls to give a specific caller id (some extension have a different Caller ID than others). ?=.S513555E AND ?=s513543E   If these are used, secondary dial tone no longer works.  Also, any short code ending with an “N” (which should be “unspecified lengh”) is treated as an “end of dial” command.  Example:  Internation Calls 9011N.  If using the user short code to create a specific caller id entry for that user, the user dials 9-0-1-1 and gets ringing immediately.  If shortcode is removed, the international call works fine.  Since international calls are not a fixed length, “N” is the only option.  If this is not the way to create specific caller id for a user, what is?  It worked fine during testing, except the secondary dial tone was a bummer, and the international calls didn’t work.

Kris G.

 

[IPGuru]

The allocated answer timer specifies how long a call will ring at Each extn. ( obviously this only realy affects hunt, rotory & most idle groups)
all extn in a group will be rung before over-flowing to VM

Calls will only get Que msgs if all group members are BUSY
a ringing phone is not queing (this includes call waiting)


for personal CLI i woud normaly use user short codes, but i cant see why you solution should fail, I would call it a BUG.

again 9011N = 011N dial should work (it does in uk)
however with the us network requireing enblock dialing I would sugest tryin 9011N;, thius should cause the system to wait for a pause in dialing before treating the dialed number as complete.

Morrac would probably have more info on this as he is in canada.

 

[kristiandg]

Thats exactly how I did the international short code. As long as I had the user short code in place for the caller id, the international call code would be forced dialed at 011. If it was removed, it would work fine.

Kris G.

 

[Morrack]

Yes, he is in the colonies indeed. The canadian network is actually a tad more flexible than the us, occasionally we can get away without using the ; but I also support US sites, and it is ALWAYS needed there. However, I am wondering about the user shortcodes you are using. I suspect that is the primary problem. Kris if you are in US instead of using ?/. sequence, use [9]N;/Ns513543E in your user shortcodes. That will eliminate the problem of killing the secondary DT, and your standard system dialout shortcodes should begin working again.

Peter

 

[kristiandg]

You da man. I'll try that out when we have a maintenance window at the site. Dang, never thought of that.

Thanks...

Kris

 

[Morrack]

Ok this is freaking me out. When exactly did they change the operation of the allocated answer interval timer for most idle huntgroups?? I just tried it here in my lab, and indeed it does bounce the call to another available agent after the timer expires if the call is unanswered at the first agent. It always used to ring till the cows came home at the first agent the call was presented to, and allocated answer interval was only for the delay before voicemail (if turned on) when the caller was waiting in the queue.

Even weirder - the call will no longer go to voicemail after the allocated answer interval (as Kris is pointing out) if it is in queue! However, if it is ringing at the only available agents phone, it WILL go to voicemail for the group after the allocate answer interval!?!

Mind you if voicemail is turned off and the agent it presented the call to is the only available one, it will still ring and ring and ring until someone else becomes available. Would be sweet if it would return to the front of the queue and log the (nitwit) agent out automatically.

Cancel all plans for today - I'm going to have to sit here in my lab and try all the different permutations and rediscover how huntgroups work now! Arghhhh.



Peter

 

[Morrack]

Kris, just re-read an earlier post here in this thread. Watch out on using "press 1 to leave a voicemail" from within queued and still queued callflows. In your leave voicemail token, go to the reporting tab, and make sure you tick "Flag call has been answered by voicemail". This will help some, BUT - here is what will happen within CCC or CBC:

above flag ticked:

Answered calls = + 1
Lost calls ALSO = + 1 (a bug reported to Avaya, but only by me a lowly BP not expecting fast resolution. If others report it might speed up process?)

above flag NOT ticked:

Answered calls = no change
Lost calls = + 1


Clearly this is not good for your stats - you don't want people who elect to leave a voicemail for callback counting as lost calls.

Peter

 

[kristiandg]

Thanks for the info, but this site isn't using a true call center package right now. No CCC or CBC. However, I did set that flag last weekend just in case the system would be stupid and after you left a message, it would bounce into the queue again. Just covering my a**.

Tks.

Kris

 

[IPOUK]

you guys have got me thinking too! I agree with how it all works within VM Pro.

However, what happens with VM Lite if a call goes into a queue - is it possible for the caller to get put through to VM if they have been in a queue for quite a while....or only when an agent becomes available and the no answer time is exceeded? Documentation on hunt group voicemail isn't that great compared to the rest of it!

 

[IPGuru]

Vm lite will just keep laying the q msgs untill the no answere time expires

 

[Morrack]

Hang on now IPGuru - from my testing it would seem that if the call is actually queued the allocated answer interval (no answer time) is ignored. It only seems to send the caller to voicemail after ringing an agent for that amount of time - they will now stay in queue until the cows come home if all agents are logged out and the huntgroup is inservice.

Peter

 

[kristiandg]

The glitch I've got is that it NEVER goes to VM, even if I disable queueing.

Bummer. I'm working directly w/ Avaya on this one. Every issue we've had, they've been able to confirm. Stragely, its only occurred on 403 and 406, not the 412. Hmmm..

Kris G.

 

[IPOUK]

yeh No answer time is the amount of time it will ring each phone in a hunt group. So if no answer time is 5secs:-
Hunt Group1
Agent1
Agent2
Agent3

Agent1,2and 3 will each ring for 5secs. Then the caller will get VM. However, if all agents are busy, then the caller will be queued until an agent becomes free. If in a queue, Agent3 becomes free, I assume his phone will ring, and if he doesn't pick up within 5secs, then the caller will get VM (if enabled) - that's my understanding! Obviosuly with Pro the message can say to press 0 to leave VM if configured - but with VM Lite, the caller will stay in the queue all day if need be - that's the way I see it. Would be good if that could change.