Logged Off. Can you redirect call in ACD?

[MQH12]

Here is another one. I love you folks here. This is fun. I wish I had more answers than questions.

Call comes into agent thru vector or auto attendant. (2xxx - login ID), agent is not logged in. Call would go to VM. Is there anyway to redirect that call back to the ACD que to be answered by another agent? Thanks,

 

[Stinney]

We redirect the zero out of voicemail for our agents to a VDN that routes back into a general queue.

The agent then has to record their voicemail to say that if the caller wants to speak to another agent to press zero.

- Stinney

Quoting only proves you know how to cut and paste.

 

[AvayaTier3]

build a coverage path for the agent that uses criteria to send calls to a destination(s) of your choice

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[SF0751]

We link 2 coverage paths together...
Internal calls = voicemail.
External calls = VDN to group queue.

Susan
You can have it all. You just can't have it all at once.

 

[immike]

we use a step in the vector that will look at staffed agents

looks like this

goto step 20 if staffed-agents in skill xxx < 1

 

[immike]

forgot to say step 20 is another skill that you want the call routed to.

 

[MQH12]

This is in the event that if a PARTICULAR agent is not logged in. Customer rang the LI ID. If they are not logged in then it would redirect back to the VDN. I am working on this, but I havent figured it out yet.

We link 2 coverage paths together...
Internal calls = voicemail.
External calls = VDN to group queue.

 

[SF0751]

Right; give each agent logon ID the same linked coverage path. If the agent is logged in, the call rings twice and then follows the coverage path. If the agent is not logged in, the coverage path is followed immediately; like the coverage path for an X-port station.

Internal Calls route to Voicemail:

display coverage path 279
                                 COVERAGE PATH

                   Coverage Path Number: 279
                                                  Hunt after Coverage? n
                       Next Path Number: 280      Linkage   279  280

COVERAGE CRITERIA

    Station/Group Status    Inside Call     Outside Call
             Active?             y              n
               Busy?             y              n
       Don't Answer?             y              n         Number of Rings: 2
                All?             y              n
 DND/SAC/Goto Cover?             y              n
   Holiday Coverage?             y              n         Holiday Table: 1

COVERAGE POINTS
    Terminate to Coverage Pts. with Bridged Appearances? n

  Point1: h99       Rng:    Point2:                   Point3:
  Point4:                   Point5:                   Point6:

External calls route to group queue using the VDN

display coverage path 280
                                 COVERAGE PATH

                   Coverage Path Number: 280
                                                  Hunt after Coverage? n
                       Next Path Number: 279      Linkage   280  279

COVERAGE CRITERIA

    Station/Group Status    Inside Call     Outside Call
             Active?             n              y
               Busy?             n              y
       Don't Answer?             n              y         Number of Rings: 2
                All?             n              y
 DND/SAC/Goto Cover?             n              y
   Holiday Coverage?             n              y         Holiday Table: 1

COVERAGE POINTS
    Terminate to Coverage Pts. with Bridged Appearances? n

  Point1: v3300     Rng:    Point2:                   Point3:
  Point4:                   Point5:                   Point6:

display agent-loginID 5994                                      Page   1 of   2
                                 AGENT LOGINID

                Login ID: 5994                                   AAS? n
                    Name: *TEST, Agent                         AUDIX? n
                      TN: 1                            LWC Reception: spe
                     COR: 33                  LWC Log External Calls? n
           Coverage Path: 279               AUDIX Name for Messaging:
           Security Code:

Susan
You can have it all. You just can't have it all at once.

 

[MQH12]

I LOVE THAT LINKAGE application. That would work really well except there is a script written somewhere that tells the system is they have any agent that is not logged in then it is it go to Customer Service. It seems to be overriding the Coverpath. Where would I start to look for that?

Also if the caller is coming back in thru an 800 # to reach the agent wouldnt that now become an internal call rather than an external call? These numbers are not DID's they are agent login ID's.

 

[MQH12]

OK i set up Cov Path 12 with H25 (VM after 3 rings)
Attached CP 31 to CP 12 thru linkage. Set up CP 12 for inside callers, and CP 31 for outside callers. The override still picks up even though I have their CP as such. There is an announcement that says x 6001, please wait then it goes off to Vec 9 which is route to an attendant. .

 

[SF0751]

It all depends on how your customer is reaching the agent.

With my setup, if the customer is reaching the agent via a vector (script), then the coverage path doesn't even come into the picture.

If, however, they are reaching the agent DIRECTLY by logon ID, then the vector (script) is ignored and the call follows the coverage path.

If a caller dials a toll-free number to reach the agent, it is still an external call. We have an option on our menu to dial the employee's extension (or agent logon ID) directly; these are still external calls.

Susan
You can have it all. You just can't have it all at once.

 

[MQH12]

OK let me clarify

If the agent is logged in it goes to VM
If the agent is not logged in it goes to another VDN

Although you can say internal and external callers, but mainly it deals with being logged in or not being logged in. If they are logged in then it should go to VM if they are on the phone. If they are not logged in it should go back to another VDN.

Is this possible? I love the CP but what about variables in vectors. This is getting so long and drawn out. It could not be this difficult.

 

[MQH12]

How about, can someone tell me where it says in the PBX that if the "agent" is not logged in then it follows this path. All of our agents that are not logged in go to this one VDN. If they are logged in then calls go to their VM box.

 

[MQH12]

Please see this quote below:

If a caller dials a toll-free number to reach the agent, it is still an external call. We have an option on our menu to dial the employee's extension (or agent logon ID) directly; these are still external calls.

I have to disagree with this. Yes dialing the 800 # is in external call, but once the caller reaches the vector to dial the 4 digit number then it is now an internal caller.
Correct?

 

[SF0751]

How is the caller reaching the agent in the first place?

Susan
You can have it all. You just can't have it all at once.

 

[MQH12]

Out of a vector. If a cust reaches the VDN then to vector and we give them the option to dial an extension then it goes to the Agent ID. If they are logged in it goes to VM & if they are not logged in it goes back into the que.

The internal/external call would work on the CP except it will only be an internal caller.

 

[MQH12]

I think the key here is the fact that the agent is "logged out". There has to be some variable that says do this if "this particular agent is logged out". I am still trying to figure this out. Thanks,

 

[MQH12]

Has anyone thought of anything esle?
Agent LIID
If the agent is logged out then the call goes back to ACD
If the agent is logged in then the calls goes to VM

Internal callers off of a vector. Let me know. I always think there is some answer. Cover paths will not work in the application described.

 

[SF0751]

Post a copy of your vector.
Post a copy of your agent.

Susan
You can have it all. You just can't have it all at once.

 

[MQH12]

THANK YOU!!! Step 11 & 12 would ask if they know their parties extension. Say they put in the extension. THEN if the agent is logged in we would like it to go to VM if the agent is not logged in then we would like it to go back to skill 2. I hope I pasted this correctly .THANK YOU



Number: 1 Name: PCC AA CALLBACK
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 goto step 26 if ani in table 1
02 goto step 24 if holiday in table 3
03 goto step 24 if staffed-agents in skill 99 > 0
04 goto step 24 if time-of-day is all 21:55 to all 07:00
05 goto step 24 if time-of-day s sun 19:55 to mon 08:00
06 collect 1 digits after announcement 3392 for none
07 goto step 10 if digits = 1
08 route-to number 4448 with cov y if digit = 3
09 goto step 10 if unconditionally
10 announcement 3651
11 collect 4 digits after announcement 3617 for none
12 route-to digits with coverage y

13 goto step 20 if staffed-agents in skill 2 < 1
14 queue-to skill 2 pri h
15 queue-to skill 94 pri l
16 wait-time 60 secs hearing music
17 announcement 3641
18 goto step 16 if unconditionally
19 stop
20 collect 1 digits after announcement 3618 for none
21 route-to number 6008 with cov y if digit = 1
22 disconnect after announcement none
23 stop
24 route-to number 4851 with cov y if unconditionally
25 stop
26 busy
27 stop
28 disconnect after announcement 3615
29 stop
30




AGENT LOGINID

Login ID: 2003 AAS? n
Name: Test AUDIX? n
TN: 1 LWC Reception: spe
COR: 23 LWC Log External Calls? n
Coverage Path: AUDIX Name for Messaging:
Security Code:
LoginID for ISDN/SIP Display? n
Password:
Password (enter again):
Auto Answer: station
MIA Across Skills: system
ACW Agent Considered Idle: system
Aux Work Reason Code Type: system
Logout Reason Code Type: system
Maximum time agent in ACW before logout (sec): system
Forced Agent Logout Time: :