Ok, here’s the deal.
(givens: Station 6525, standard voicemail. Agent 3999 has no Voicemail. CM 4.0)
When we installed the call center it was set up so that it masked the 4-digit Agent extension when making in internal call. If Agent 3999 is logged in and calls someone it only says “Test Agent” on the display and not the “3999”.
In order to get Agent coverage to work correctly with the new AVST we had to un-mask the Agent login. Now when I’m logged in and call someone it displays “Test Agent” and then “3999”. The thought process behind this was to conceal the Agent login IDs so that people don’t call them directly, preferring people to call their 4-digit station extension instead. Direct calling Agents can skew CMS numbers.
Now that we’ve unmasked the Agent logins we are now susceptible to people calling Agent IDs instead of station numbers.
My goal is to make it so that if someone calls an Agent ID the call will re-direct them to that person’s four-digit station extension. Normally you would do this with a coverage path or a vector. HOWEVER, if you put a coverage path on an Agent it will affect the way the ACD handles the call as well.
Is it possible for a Vector to look at the COR of a station and, based on the COR send the call to a vector that covers to the person’s extensions number? (I realize that each one would have to be created separately.)
SO…to summarize:
Extension 6515 calls Agent 3999. Call should actually route to Station 6525.
ACD sends a call to Agent 3999 – Call is processed as an ACD call.
Or is there a way to accomplish this and am I thinking deeper than I should?
-DJ PlaZma
Single-Handedly Keeping the 80s Alive!
(givens: Station 6525, standard voicemail. Agent 3999 has no Voicemail. CM 4.0)
When we installed the call center it was set up so that it masked the 4-digit Agent extension when making in internal call. If Agent 3999 is logged in and calls someone it only says “Test Agent” on the display and not the “3999”.
In order to get Agent coverage to work correctly with the new AVST we had to un-mask the Agent login. Now when I’m logged in and call someone it displays “Test Agent” and then “3999”. The thought process behind this was to conceal the Agent login IDs so that people don’t call them directly, preferring people to call their 4-digit station extension instead. Direct calling Agents can skew CMS numbers.
Now that we’ve unmasked the Agent logins we are now susceptible to people calling Agent IDs instead of station numbers.
My goal is to make it so that if someone calls an Agent ID the call will re-direct them to that person’s four-digit station extension. Normally you would do this with a coverage path or a vector. HOWEVER, if you put a coverage path on an Agent it will affect the way the ACD handles the call as well.
Is it possible for a Vector to look at the COR of a station and, based on the COR send the call to a vector that covers to the person’s extensions number? (I realize that each one would have to be created separately.)
SO…to summarize:
Extension 6515 calls Agent 3999. Call should actually route to Station 6525.
ACD sends a call to Agent 3999 – Call is processed as an ACD call.
Or is there a way to accomplish this and am I thinking deeper than I should?
-DJ PlaZma
Single-Handedly Keeping the 80s Alive!
(In general I hate all 3rd party VM systems)