Reception options menu 1

[dvdlots]

Hi,

I'm trying to setup an options menu for reception, currently it just dials straight to the receptionist but a lot of sales and Customer Service calls are also going there. They have requested that a menu now prompts the following:-

'Welcome to XXXXXX. For Sales press 1, for Customer Services press 2, or please hold for Reception.'

1 would transfer the call to sales - vec 70
2 would transfer the call to customer services - vec 60
if they wait 7 secs then they get transferred to Reception.

I have the vec below programmed but I don't know how to get it to go to reception if a number is not entered:-

01 wait-time 2 secs hearing ringback
02 goto step 23 if holiday in table 1
03 goto step 28 if time-of-day is all 20:00 to all 08:00
04 goto step 28 if time-of-day is fri 20:00 to sat 10:00
05 goto step 28 if time-of-day is sat 14:00 to mon 08:00
06
07
08 goto step 27 if staffed-agents in skill 90 > 0
09 collect 1 digits after announcement 4090 for none
10
11
12
13
14
15 goto vector 70 @step 1 if digits = 1
16 goto vector 60 @step 1 if digits = 2
17
18 goto vector 85 @step 2 if unconditionally - (this goes to the reception station)
19
20
21
22
23 disconnect after announcement none
24
25
26
27 disconnect after announcement none
28 stop
29 messaging skill 99 for extension 5003
30 stop
31
32


Any help on this would be great.

 

[Reynolds723]

Hi,

If you make suere that the Vector has "Attendant Vectoring" set to "y". Create a VDN to point to that vector, the VDN should also have "Attendant Vectoring" set to "y". In the vector, if the customer doesn't select option 1 or 2 have a queue to "Attendant x" or "attendant group" (you can't use these steps unless attendant vectoring is selected).

Test calls to your VDN to ensure calls route to your reception ok, once you're happy if you "change tennant x (whatever tenant your attendant is in) you should see an option to enter the VDN for attendant vectoring, in older versions I believe this field is in the "change console" screen.

Hope that helps

Cheers

Craig

 

[wytech]

Hi,

Attendant queuing does not seem to be working. The first call that rings into vector 80 is answered by the attendant, but if the attendant does not answer the call never hits the other steps. The next calls hit the queue and are processed according to the steps. We want to adjust the ‘wait time’ before sending the calls to the attendant queue at will. How can I adjust that? How can I route a RNA (1st caller) to queue?

How do I extend the wait time of the 2nd, 3rd, etc. callers before processing through the vector to allow more time for the attendant to answer? Here is the flow:
VDNExtension: 5551 Name*: MAIN #

Vector Number: 80
Attendant Vectoring? y
COR: 14
TN*: 1
Measured: internal
Number: 80 Vector: ATTEND

Multimedia? n
Attendant Vectoring? y
Meet-me Conf? n
Lock? y Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y

Variables? n 3.0 Enhanced? n

01 wait-time 3 secs hearing ringback
02 queue-to attendant 1830
03 wait-time 10 secs hearing ringback
04 announcement 1980
05 wait-time 10 secs hearing music
06 route-to number 5624 with cov n if unconditionally
07 stop

VDN Extension: 5624
Name*: 2ND QUEUE OPTIONS
Vector Number: 81
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 14
TN*: 1
Measured: none

Number: 81 Name: 2ND VNA OPTIONS

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n

Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y

Variables? n 3.0 Enhanced? n

01 wait-time 0 secs hearing silence
02 collect 1 digits after announcement 1981
03 goto step 9 if digits = 1
04 goto step 6 if digits = 2
05 wait-time 10 secs hearing music
06 route-to number 1700 with cov y if unconditionally
07 stop
08
09 goto vector 80 @step 1 if unconditionally
10 stop

 

[Reynolds723]

Hi.

Your Main VDN 5551 I take it is your Main inbound number where all the other call types are coming in? Route that to vector 81 as you cannot, it seems have "collect.." steps in attendant Vectors. Make 5624 your attendant VDN routing to vector 80.

VDN: 5551 (Main Inc No) Attendant = n, Overide = y
Vector: 80 Attendant = n

01 Wait 2 Secs hearing ringback
02 Collect 1 digit after announcement x
03 Goto step 8 if digit = 1 (sales)
04 Goto step 11 if digit = 2 (cust Serv)
05 route to number 5624 with cov y if unconditionally (attendant vdn)
06 stop
07
08 Goto vector 70 at step 1 (sales)
09 Stop
10
11 Goto vector 60 at step 1 (cust serv)
12 Stop

VDN: 5624 (attendant) Attendant = y
Vector: 80 Attendant = y

01 Wait 2 secs hearing ringback
02 queue to attendant (insert console extension or "attd-group")
03 Wait x seconds hearing (music or ringback)
04 Announcement y
05 Wait x seconds hearing (music or ringback)
06 Announcement z
07 goto step 3 if unconditionally
08 Stop

The first call routed to the attendant will route straight through, if other calls arrive when a call to the attendant is still in progress they will queue as detailed in vector 80

If you want internal calls to queue to the attendant in the same way as these calls, stick vdn 5624 as the Attendant Vectoring VDN in either Console Parameters Or Tenant form (depends which version of CM).

I would choose to have the Sales and CS options route to different VDN's rather than vectors for reporting purposes. I would also consider putting time of day routing in on VDN 5551 (vector 81) routing calls received out of hours to a closed message or something.

Hope that helps a bit??

Cheers

Craig

 

[dvdlots]

just getting back to this again, I have convinced them that they should collect all digits instead of a "wait for reception" but they have now added 4 options. This is fine as I can point to 4 different vectors but now I have hit another problem.

The vdn/vector I have set up is acting very strange, when you dial the number internally it works fine, goes through the menu etc. When you dial the DDI number from an outside line, you hear a split second of the announcement, then it cuts and goes diectly to the next step (another announcement).

I have rang our main 1890 xxxxxxx number and a similar thing happens, you hear a split second of the announcement and then it plays the announcement fine, almost like a stutter.

When I play the announcement back it sounds fine. I have setup completely new VDN's, Vectors and announcements and still the same thing happens. So something seems to have happened accross the board in the last few days, although I do remember hearing the stutter on the main 1890 xxxxxx number before weeks ago and did nothing about it.

Has anyone seen this before or have any ides as to what the problem could be?