LAI Routing to Remote First and Local Second?

[mikej97204]

I have two locations, both have LAI and BSR turned on in the G3r and G3si (ver 9.05 in both).

Calls come in to the local G3r via toll free numbers. I want to create a advanced LAI vector so that the remote location agents have first chance to get the calls from these toll frees if there are agents available. If there are none available, then it looks back at the local queue for any available agents. I have the same skill set set up in both locations.

I have this working now, except if agents in both call centers are available, it goes to the local agent first. I have read the manual "Call Vectoring and Expert Agent Selection (EAS) Guide and it does say that it will queue to the local queue first but I don't know if there is a way to work around this and Avaya just never figured anyone would want to do it that way.


Here is the test vector I have now:

CALL VECTOR

Number: 101 Name: LAI Test
Attendant Vectoring? 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

01 wait-time 0 secs hearing ringback
02 queue-to skill 92 pri m
03
04 route-to number 7221 with cov n if interflow-qpos = 1
05 wait-time 30 secs hearing music
06 announcement 7701
07 goto step 4 if unconditionally

Step 4 is the route to the remote G3si.

Is there a way to have it try the remote location first?

Thanks

Mike

 

[inerguard]

Use this vector instead.

This will will always try the remote site, before queing the call to the local skill

01 wait-time 0 secs hearing ringback
02 route-to number 7221 with cov n if interflow-qpos = 1
03 queue-to skill 92 pri m
04 wait-time 30 secs hearing music
05 announcement 7701
06 goto step 4 if unconditionally
07


[Started on Version 3 software 15 years a go]

 

[colby007]

With BSR implemented. Give the agents on the second location a higher skill level than the agents at location 1.

 

[mikej97204]

Thanks, Inerguard, I'll give that one a try. I wondered about putting the interflow step first rather than after the queue step, but none of the examples in routing manuals showed that option.

Colby, BSR is also something I am looking at, but I've not gotten that far yet. It was recommended that I make sure the LAI was working first with the new remote site, then start adding in the BSR steps. The different skill levels sounds like a simple way to direct where it tries first as well. I'll keep that in mind when we start setting up the different skill sets for the two locations.

Thanks to both of you.

Mike

 

[mikej97204]

Inerguard, I gave your vector a try and if there is an agent available at both locations it still goes to the local agent first. I'll play around with this some more, but if you are anyone else has any other ideas, let me know.

Thanks

Mike

 

[inerguard]

Do an insert at step 3 and put a wait 2 seconds hearing ringback.

Now if there are agetns available at both sites, the remote will answer the call as it will be 2 seconds before the call is even queued to the local site.


[Started on Version 3 software 15 years a go]