Make-shift auto dialer using vectors and VDN

[hummer3331973]

Hi-

I'm tasked on testing a new Call Center we outsourced. One way we plan to do this is to make 6 simultaneous calls to their number using a make-shift auto-dialer. That is I'll dial a VDN, then its vector will dial 6 calls at the same time. Anybody here have done this before?

Thanks.

 

[nohuhu]

hummer3331973,

this can't be done using vectors. in fact, i can't think up a way of doing it at all except having 6 people calling from ordinary phones.

 

[84Mike]

You could set up six virtual extensions, and forward their numbers to where you want to call. Then, put those six extensions in a coverage answer group. This may do what you want. I haven't tested it, so I'm not sure it will work.

 

[hummer3331973]

Thanks Mike, I'll try it and will give feedback.

Just the same, has anyone here tested a Call Center (ie. drop calls, voice quality, etc.)? What's the normal way of doing this?

 

[nohuhu]

hummer3331973,

since no battle plan ever survived the first contact with the enemy, i think the best call center testing is live operation. you can place test calls all the way but you can't truly simulate traffic patterns and so on. just sit there on the Day X and watch how it's going and make adjustments as necessary. most probably you won't see any trouble nor significant problem but there always are small things that need to be fixed or reconfigured or something. nothing to fear, though.

 

[CW30]

Routing the calls out won't be a problem - just use a standard route to statement in your vector. The trick is limiting it to 6 calls. The only way I know to do that would be to create a trunk group with 6 members and point your destination number to it via ARS. (I understood your question to be testing an outsouced ACD group)

 

[CW30]

Sorry, I misread your question. I don't know of anyway to generate 6 simultaneous calls. You might experiment with hot line.

 

[Sterrenjager]

As far as I know this can't be done by vector.

The option with virtual stations and forward them in a covare group doesn't work since forward after coverage don't work.

Since you want to hear what happens, just take 6 phones with speaker option, make a abb. dial number and just dial that number on the 6 phones.

This way you know when they answer and can speak back to them and you hear on the other phones what happens to those calls, will they be placed on hold, do you hear a correct hold announcement or do you get a busy tone.

It takes a little work but get the job done the fastest way.

Hope it helps.

 

[hummer3331973]

Thanks everyone for the posts. Sterrenjager is right, we can't use vectors to force let's say a VDN to make 6 simultaneous calls. After the route-to command, a single call will leave the vector, irregardless on what you put on it.

This new Call Center we outsourced is giving us headaches since there are lots of complaints of drop calls. We are using AT&T as our Toll Free provider, and from the 4 years I'm using them, I can certify that they are the best in the business and can remove them on the drop call equation. The T1s have zero-errors also.

I'm trying to focus on their Noble ACD and probably find the problems on there by sending the 6 simultaneous calls. I'm not even sure if this will work.