How to access queue position info in vector goto step?

[barevdes]

Hi all,

My first post

I tried to add a feature to our phone tree that tells the caller, "there are <number of calls> calls ahead of you." Unfortunately, I failed. What I ended up creating is a vector that tells the caller how many calls are in the queue. Not very helpful.

How can I make a vector to tell callers their position in the queue/split? I am using Avaya Definity G3V6i.03.1.230.6

Here is the vector I wrote:
---------------------------------------
CALL VECTOR

Number: 222 Name NumCalls Lock? n

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

01 goto step 31 if calls-queued in split 41 pri m = 1
02 goto step 29 if calls-queued in split 41 pri m = 2
03 goto step 27 if calls-queued in split 41 pri m = 3
04 goto step 25 if calls-queued in split 41 pri m = 4
05 goto step 23 if calls-queued in split 41 pri m = 5
06 goto step 21 if calls-queued in split 41 pri m = 6
07 goto step 19 if calls-queued in split 41 pri m = 7
08 goto step 17 if calls-queued in split 41 pri m = 8
09 goto step 15 if calls-queued in split 41 pri m = 9
10 goto step 13 if calls-queued in split 41 pri m = 10
11 announcement 1791 ("more than ten calls ahead of you")
12 goto vector 223 if unconditionally
13 announcement 1790 ("ten calls ahead of you")
14 goto vector 223 if unconditionally
15 announcement 1789 ("nine calls ahead of you")
16 goto vector 223 if unconditionally
17 announcement 1788 ("eight calls ahead of you")
18 goto vector 223 if unconditionally
19 announcement 1787 ("seven calls ahead of you")
20 goto vector 223 if unconditionally
21 announcement 1786 ("six calls ahead of you")
22 goto vector 223 if unconditionally
23 announcement 1785 ("five calls ahead of you")
24 goto vector 223 if unconditionally
25 announcement 1784 ("four calls ahead of you")
26 goto vector 223 if unconditionally
27 announcement 1783 ("three calls ahead of you")
28 goto vector 223 if unconditionally
29 announcement 1782 ("two calls ahead of you")
30 goto vector 223 if unconditionally
31 announcement 1781 ("one call ahead of you")
32 goto vector 223 if unconditionally
---------------------------------------

The call is queued in a previous vector. I do not have the "return" command enabled, so vector 223 is just the way to the next step as the caller waits in the queue.

Is there a way to modify this, or come up with a completely new vector to accomplish this function?

Thanks!
Will

 

[inerguard]

Hi, The vector below will work.

You need to set a variable, in this case I called it "AN".

See below for the variable setup


AN Queue_Position_Announcement collect L 4 1


Announcement number 7651, says "you are 1st in the queue.", 7652 says you are 2nd, etc, etc.

You queue the call in another vector and call this vector to play the queue position before it reaches the RETURN command and goes back to the original vector.



01 wait-time 0 secs hearing silence
02 set AN = none ADD 0
03 goto step 15 if interflow-qpos = 1
04 goto step 17 if interflow-qpos = 2
05 goto step 19 if interflow-qpos = 3
06 goto step 21 if interflow-qpos = 4
07 goto step 23 if interflow-qpos = 5
08 goto step 25 if interflow-qpos = 6
09 goto step 27 if interflow-qpos = 7
10 goto step 29 if interflow-qpos = 8
11 goto step 31 if interflow-qpos = 9
12 goto step 33 if interflow-qpos > 9
13 return
14 stop
15 set AN = AN ADD 7651
16 goto step 34 if unconditionally
17 set AN = none ADD 7652
18 goto step 34 if unconditionally
19 set AN = none ADD 7653
20 goto step 34 if unconditionally
21 set AN = none ADD 7654
22 goto step 34 if unconditionally
23 set AN = none ADD 7655
24 goto step 34 if unconditionally
25 set AN = none ADD 7656
26 goto step 34 if unconditionally
27 set AN = none ADD 7657
28 goto step 34 if unconditionally
29 set AN = none ADD 7658
30 goto step 34 if unconditionally
31 set AN = none ADD 7659
32 goto step 34 if unconditionally
33 set AN = none ADD 7660
34 announcement AN
35 return
36 stop

Enjoy...

Derek


[Started on Version 3 software 15 years a go]

 

[avayastrongman79]

Very informative post guys, thanks for posting all of this info. We're going to create a test vdn, vectos, skill group here and see if we can put into play at some point.

 

[barevdes]

Thanks, but I still have a problem. When I try to enter "interflow-qpos" it is rejected with the message:

'"interflow-qpos" Lookahead Interflow feature not assigned'

Any ideas? Thanks for your reply!

 

[mikeydidit]

Thats going to be a feature that you buy. It is under the "disp sys cust" screen under call center optional features. Not sure its available on the version of software you are running.

Sounds like plan B now.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[barevdes]

Thanks Mikey and Inerguard, I was afraid of that. Does anyone know of a way to access the queue position information with my existing features? I know that the system has to track that information already in order to process the queue. It stands to reason that there should be some way to draw that data out and use it.

Then again, Avaya and reason do not always go together

 

[SF0751]

Take a look at thread690-1464936 for Zen216's solution.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[barevdes]

Thanks, the set of vectors in that post were the inspiration for mine above. It actually does the same thing as mine (counts number of people in the queue, not the queue position) and then adds expected wait time to that.

This solution, as well as my own, work fine if you only tell the caller their position at the beginning of their call. That's because they can be assumed to be last in the queue, so their queue position and the number of calls in the queue is most likely the same.

My desire is to give the caller an update every 25 seconds to let them know what their position is, if it's changed. My vector above, and the one in the link referenced won't do that. If the caller is number 2 when they enter the queue, and hears "There is one call ahead of you" and then 2 more people call in behind them, the caller now hears, "There are 3 calls ahead of you" because there are three people in queue... hopefully that makes sense as I've described it.

I may have to give up and only tell the caller their position at the beginning of the call.

 

[SF0751]

Ah, that makes sense. I didn't go through the vectors in detail, so I missed that part.

Have you thought about using EWT (expected wait time) instead?

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[barevdes]

I would love to, but I had read that it only works well when you have a large volume of agents and calls with fairly consistent call length, otherwise the algorithm is inaccurate. Our clinic has two small hunt groups with 3-6 agents logged in at any one time and their call length varies wildly depending on the purpose of the call.

Has anyone had experience using EWT with such a small group? How does it fare?

 

[lopes1211]

As a rule of thumb, you really shouldn't be doing anything every 25 seconds as it only annoys customers but yes it would be nice if Avaya just added a "queue position" step as a feature to maybe place every 2 minutes or so. Depending on how busy your system is, this type of workaround can really tax the processor and actually take down a system. Running through 10 vector "checks" at the beginning of each call to give a queue position is not too hard on the processor but if you have 100 queued calls with every one running through those 10 checks every 25 seconds, you would probably have issues.

I'm speaking from experiance from trying a similar type of task running through 10 vector check steps every 3 seconds on 10 calls actually crashed a similar g3i 386 processor(not so much of an issue anymore on 8xxx platforms).

-CL

 

[stinkyshoes]

inerguard- can yu please post your original vector which routes the call to this vector? I'm having trouble with the steps that route to the 'queue position vector'

 

[europe]

As long as you are in CM3 or above your business partner should be able to turn LAI on if you are using skill bases ACD

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[inerguard]

Hi Stinky,

I have lots of vectors routing to this vector.

If the vector I posted above is vector 2000 for instance, then from any other vector you would have your normal queue to skill step. If you then want to play the queue position you put a step in the first vector (eg, vector 100) saying : -

9...
10...
11 goto vector 2000 at step 1 if unconditionally.
12...
13...

This will play the queue position announcement and then the RETURN step in vector 2000 would return the control back to vector 100 and continue from step 12.


[Started on Version 3 software 15 years a go]