Vector Branching vs Multiple Call Forwarding 1

[jglittle]

Greetings fellow telecom gurus! I was hoping someone could help me with an issue I'm having.
I've recently created a new ACD for our "Help Desk"/Trouble center. Being that the number for the Help Desk has been the same for years I wanted to keep it the same, so I've made that station an x port and call-forwarded it to the new VDN. Everything works here. The problem is that if our one person who works the Help Desk is on the phone or on break I want it to roll to a cover answer group. So I created another station (an x port) to be used as the voice mail/transfer number. In my first vector I make a transfer if the Help Desk is busy, but I transfer to a new VDN. In the second vector I give an announcement letting folks know they are being transfered and then I used a goto line and my x-port station (the one for voice mail). This should automatically go to it's cover path, but it rings once and then goes busy.
Here's what we discovered. There were too many transfers in the switch. Just like you can't chain call forwarding you can't chain VDNs and stations. The fix was to call forward the original Help Desk number to 9,NNX-XXXX(off net and then back in to the VDN the xxxx is the vdn which HAS to be a DID). That is a resolution, but it bites, we're burning one of our precious DIDs.
Does anyone have an alternative to this? Any input would be greatly appreciated.
Thanks,
LittleJohn

 

[Guest_imported]

Maybe I'm a little off here,

But couldn't you list in the coverage points the helpdesk, an announcement, then the call group?

thanks,

 

[G van Hamburg]

First of all, remove the x-port on the main number and program a VDN. More then one VDN can route to 1 vector and you lose the call forward.

If possible use the command "messaging split XX for extension xxxx" to route calls to voicemail instead of the route command.
If it's not possible, make sure that is routes with coverage.

Before you hang up yourself, make a call flow and look at all the options.

Then configure a test VDN with vectors and test it.

I''m sure you'll work it out and if not:

We're here!!


Plan your work............Work your plan

 

[jglittle]

BroMIS,
To answer your question, you cannot put an announcement in a cover path, because a cover path quits working when the call has been answered. An announcement is considered an answered call in a cover path. Thanks, though it's a least thinking outside the box.

 

[jglittle]

Brandaris,
If I remove the x port on the main number I cannot have the number listed in the directory. That's why I'm not using it as a VDN. Here I'm gonna post this info. Maybe it will help to clear up my question. The Help Desk phone number is x6000.

VECTOR DIRECTORY NUMBER

Extension: 1025
Name: Help Desk
Vector Number: 75

Allow VDN Override? n
COR: 1
TN: 1
Measured: both
Acceptable Service Level (sec): 30

VDN of Origin Annc. Extension:
1st Skill: 75
2nd Skill:
3rd Skill:



CALL VECTOR

Number: 75 Name: HelpDesk-Primar
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01
02 goto vector 66 if staffed-agents in skill 66 >= 1
03 goto vector 67 if staffed-agents in skill 67 >= 1
04 goto vector 68 if staffed-agents in skill 68 >= 1
05 goto vector 87 if time-of-day is mon 23:00 to tue 06:00
06 goto vector 87 if time-of-day is tue 23:00 to wed 06:00
07 goto vector 87 if time-of-day is wed 23:00 to thu 06:00
08 goto vector 87 if time-of-day is thu 23:00 to fri 06:00
09 goto vector 87 if time-of-day is sat 23:00 to mon 06:00
10 wait-time 2 secs hearing ringback
11 announcement 6640
12 goto step 20 if available-agents in skill 75 < 1
13 goto step 20 if expected-wait for skill 75 pri m >= 120
14 check skill 75 pri m if unconditionally
15 wait-time 30 secs hearing music
16 collect 4 digits after announcement none
17 route-to digits with coverage y
18 goto step 12 if unconditionally
19 stop
20 route-to number 1011 with cov y if unconditionally
21 stop
22



VECTOR DIRECTORY NUMBER

Extension: 1011
Name: Help Desk xfer
Vector Number: 87

Allow VDN Override? n
COR: 1
TN: 1
Measured: both
Acceptable Service Level (sec): 30

VDN of Origin Annc. Extension:
1st Skill:
2nd Skill:
3rd Skill:



CALL VECTOR

Number: 87 Name: HelpDesk-Backup
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 announcement 6644
02 wait-time 2 secs hearing ringback
03 route-to number 1012 with cov y if unconditionally
04 stop
05
06
07
08
09
10
11

DISPLAY STATION

STATION

Extension: 1012 Lock Messages? n BCC: 0
Type: 8410D Security Code: * TN: 1
Port: X Coverage Path 1: 27 COR: 14
Name: *HELPDESK Coverage Path 2: COS: 4
Hunt-to Station:

STATION OPTIONS
Loss Group: 2 Personalized Ringing Pattern: 1
Data Module? n Message Lamp Ext: 1012
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english

Media Complex Ext:
IP SoftPhone? n


FEATURE OPTIONS
LWC Reception: audix Auto Select Any Idle Appearance? n
LWC Activation? n Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? y
Bridged Call Alerting? y Restrict Last Appearance? y
Active Station Ringing: single

H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: basic Audible Message Waiting? n
MWI Served User Type: Display Client Redirection? n
AUDIX Name: audix Select Last Used Appearance? n
Messaging Server Name: msa Coverage After Forwarding? y

Direct IP-IP Audio Connections? y
Emergency Location Ext: 1012 IP Audio Hairpinning? y

SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:




ABBREVIATED DIALING
List1: List2: List3:

BUTTON ASSIGNMENTS
1: call-appr Auto-A/D? n Ring:r 6:
2: call-appr Auto-A/D? n Ring:r 7:
3: call-appr Auto-A/D? n Ring:r 8:
4: send-calls Ext: 9:
5: 10:


SOFTKEY BUTTON ASSIGNMENTS

1:
2: lwc-cancel
3: auto-cback
4: timer
5: call-fwd Ext:
6: call-park
7: date-time
8: priority
9: abr-prog
10: abr-spchar Char: ~p
11: abr-spchar Char: ~m
12: abr-spchar Char: ~w


STATUS STATION

GENERAL STATUS
Administered Type: 8410D Service State: No hardware assigned
Connected Type: N/A Download Status: pending
Extension: 1012 SAC Activated? no
Port: X User Cntrl Restr: none
Call Parked? no Group Cntrl Restr: none
Ring Cut Off Act? no CF Destination Ext: 6000
Active Coverage Option: 1


Message Waiting:
Connected Ports:


ACD STATUS
Grp/Mod Grp/Mod Grp/Mod Grp/Mod Grp/Mod
/ / / / / HOSPITALITY STATUS
/ / / / / Awaken at:
/ / / / / User DND: not activated
/ / / / / Group DND: not activated
On ACD Call? no Occupancy: 0.0 Room Status: non-guest room




COVER PATH

COVERAGE PATH

Coverage Path Number: 27
Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA

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

COVERAGE POINTS

Terminate to Coverage Pts. with Bridged Appearances? n

Point1: c18 Point2: AUDIX Point3:
Point4: Point5: Point6:





COVER ANSWER GROUP 18

COVERAGE ANSWER GROUP

Group Number: 18
Group Name: HELP DESK BACKUP

GROUP MEMBER ASSIGNMENTS

Ext Name Ext Name
1: 1012 *HELPDESK 5: 1013 *HELPDESK RINGER
2: 6224 EMPLOYEE 6: 2789 *CORPORATE DATA CENTER
3: 6270 EMPLOYEE 7: 2795 *COMPUTER WORKROOM x2795
4: 2710 EMPLOYEE 8: 6494 EMPLOYEE


**NAMES HAVE BEEN CHANGED TO PROTECT THE INNOCENT.

This is the vectoring and all the stations that I'm using. I hope you guys can make some sense out of all this.
I am really in a bit of a pinch here.

Thanks for all the help,

LittleJohn

 

[G van Hamburg]

Questions:

6000 is the old helpdesk number and 1025 the new one?
Is 6000 in the listed directory? Plan your work............Work your plan

 

[G van Hamburg]

What do you mean by:

If I remove the x port on the main number I cannot have the number listed in the directory. That's why I'm not using it as a VDN. Plan your work............Work your plan

 

[jglittle]

Brandaris,
1025 is the VDN and 6000 is the old help desk number. What I meant by

&quot;If I remove the x port on the main number I cannot have the number listed in the directory. That's why I'm not using it as a VDN.&quot;

is that I was going to use 6000 as the VDN originally, but being that not everyone in the company KNOWS the number I have to keep it listed in the directory. So I x ported it and call forwarded it to 1025 which is the VDN. That was the only way I have discovered to keep 6000 listed in the directory.

Does that even make sense? I know what I did and rereading that just sounds confusing. I hope this is somewhat intelligible. Sorry for the confusion.

LittleJohn

 

[G van Hamburg]

OK, I get it. VDN's are not shown in the internal directory.

You said that it worked as soon as you rerouted the number external and let it come in on a different DID.

This takes away your DID's and costs money, but you can use this options and let the external number go through ARS DIGIT CONVERSION and reroute it to an extension instead of routing it to a trunkgroup. The system then will treat this call as a new incoming call.

Look at

http://www.avaya.com

for more information on ARS digit conversion. Plan your work............Work your plan

 

[jglittle]

That's exactly what I'm doing. The real question is how do I avoid burning a trunk and a DID. It's not that big of a deal I guess, I was just wanting to see if anyone had any experiences like this and if there was an alternate method.
Can I &quot;trick&quot; the system into thinking it's dialing out without actually dialing out, or would I have to build an ARS route for this number specifically?
The method that I'm using does work, and I tend to be one of those &quot;if it a'int broke, don't fix it&quot; people, but this seems more like fixing a hangnail with a hammer.

LittleJohn

 

[G van Hamburg]

ARS digit conversion tricks the call and leaves it in the switch.

For example if you dial the number 0031 10 123456789 you want it to go to extension 1234:

Change Ars Digit-conversion 0

matching pattern min max del insert net conv
003110123456789 15 15 15 1234 ext n

Good luck.

Plan your work............Work your plan

 

[jglittle]

Okay, I think I see the light now. So by using ARS Digit Conversion I can put my x6000 and have it actually dial the VDN. TOO COOL. You are the man.
Thanks sooooo much.

LittleJohn

 

[jglittle]

Alright, I'm a big enough person to admit when I am absolutely confused. This is one of those times. Here's what I did...
Change ars digit-conversion 0
matching pattern min max del insert net conv
1026 4 4 4 1009 ext y

x1026 is an x-port station I added just to test with and 1009 is the VDN for the Help Desk. So from what I'm understanding I should be able to dial 1026 and the switch will replace my dialed string (1026) with 1009 and process the call. What actually happens is that I get a busy signal.
What did I miss?

LittleJohn

 

[telcoguy]

try to put the conv bit to N in stead of Y,
otherwise another coversion might still pick it up to process.
And you understood correctly, that's what it does..or ought to do anyway
I'm not sure if the 4 digits are OK (dialplan?),
In order to address ARS you need to start with whatever you use to dial an outside line I believe..
You strip that digit off anyway, and keep it internal
Rob

 

[G van Hamburg]

Thats coorect.

You start with the ars access code (9 or 0) and then dial the external number.

Further conversion is only used when &quot;net&quot; is set to AAR or ARS. In case of EXT it doesn't make a difference.

To test this proparly, fill in an external number like 0031 10 123456789.

Plan your work............Work your plan

 

[jglittle]

Okay, here's what I believe I'm seeing. ARS digit conversion will work for an outside line (e.g. if you're dialing an 'outside' number). However, I have yet to be successful in making a 4 digit extension work through ARS Digit conversion. I can transfer to extensions, vdns etc as long as they dial as if they were making an outside call. Is there any way to do the same kind of thing only with an extension?

 

[jglittle]

Okay, here's what I believe I'm seeing. ARS digit conversion will work for an outside line (e.g. if you're dialing an 'outside' number). However, I have yet to be successful in making a 4 digit extension work through ARS Digit conversion. I can transfer to extensions, vdns etc as long as they dial as if they were making an outside call. Is there any way to do the same kind of thing only with an extension?

Thanks folks,
LittleJohn