Routing to Vector

[audra87]

A caller dials a toll free number and is prompted to press one digit for a department. Press 1,2,3 and 6 routes off site from the client to our facility. I have had the same treatments in place for a year, starting with time of day, and routing to skill. Now, when the caller is routed to us, only when the 6 is pressed, it seems to be bypassing several steps and going directly to queue to skill. It doesn't recognize the time of day which sends to closed msg so all calls are stuck in queue after hours. Any clues on what this might be? We did have an issue with our T1 that the calls are coming in on but they are back in service. While these Ts were down, the client had to re-route to a different T1. They switched back yesterday and this started last night.

I did a trace on the vector and got the following:
Any help would be appreciated. thanks

10:49:38 17 1 vdn e4821 bsr appl 0 strategy 1st-found override n
10:49:38 17 1 wait-time
10:49:40 17 2 goto
10:49:40 17 3 goto
10:49:40 17 4 goto
10:49:40 17 5 goto
10:49:40 17 6 goto
10:49:40 17 7 goto
10:49:40 17 8 goto
10:49:41 17 9 announcement
10:49:45 17 10 announcement
10:49:51 17 11 announcement
10:50:07 17 12 LEAVING VECTOR PROCESSING cid 7856
10:50:07 17 12 TRACE COMPLETE cid 7856

 

[inerguard]

post the vector that the calls first come in on and we'll see where the problem is.

Also post the vdn that the calls first hit. You might be missing a vdn over ride causing it not to queue or something stupid, but anyway let us see the vecotr and your problems will be solved, lol


[Started on Version 3 software 15 years a go]

 

[audra87]

Now it seems to be working fine. I went NUTS on Friday night to have this thing route to after hours and it was bypassing. Making NO changes, it is now routing. Worked fine while during business hours, but not after. AHHHH
Thank you so much for respnding. Dont' need anything now as all is good!

 

[ekowalick]

You should still verify your time fo day routing. There may have been an issue with Friday only which would appear to make the problem go away.