Vector Configuration

[Jerom]

Hello,
Need help in vectoring steps. i created a vector and calls are configured to Queue to skill 3 as below.
Announcement 8364 is Disclaimer: "Call will be recorded for quality and training purposes"
Announcement 8366 is "All our Agents are Busy now. we will assist you shortly"

When the Agent is Busy, the announcement 8366 is not Playing instead it goes to Step 10 and routes to Reception. How I can configure to play the Q announcement if agents are busy?

_________________________________________________________________________________________
display vector 33 Page 1 of 6
CALL VECTOR

Number: 33 Name: Option-1_Eng
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 announcement 8364
02 goto step 10 if available-agents in skill 3 = 0
03 queue-to skill 3 pri m
04
05 wait-time 5 secs hearing music
06 announcement 8366
07 goto step 2 if unconditionally
08 stop
09
10 route-to number 631 with cov y if unconditionally
11 stop
12
____________________________________________________________________________________________


I appreciate any help.

 

[lopes1211]

That's exactly what you are asking it to do in step 2. You probably meant to use the word "staffed = 0" there instead of "available = 0". List Trace Vector 33 will show you exactly what is happening.

 

[Jerom]

Hi Lopes,
I changed the Configuration as Below. Now, when the Agent is busy on a call, the second call is in the Queue and it does not go to Next Step Announcement 8366 fro playing the Agent's busy message. instead, it keeps ringing in Queue.

____________________________________________________________________________________
change vector 33 Page 1 of 6
CALL VECTOR

Number: 33 Name: EnglishMarri
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 1 secs hearing ringback
02 goto step 10 if staffed-agents in skill 3 = 0
03 announcement 8364
04 queue-to skill 3 pri m
05 announcement 8366
06 wait-time 30 secs hearing music
07 goto step 5 if unconditionally
08 stop
09
10 route-to number 631 with cov y if unconditionally
11 stop
12
________________________________________________________________________________________________

 

[lopes1211]

Post the list trace results for the 2nd call.

 

[Jerom]

LIST TRACE

time data

11:52:58 TRACE STARTED 01/31/2025 CM Release String cold-03.0.124.0-21106
11:53:08 active station 2115 cid 0x2d71
11:53:08 G711MU ssff ps:20
rgn:1 [10.xx.91.55]:24500
rgn:1 [10.1xx.90.28]:2054
11:53:10 0 0 ENTERING TRACE cid 11633
11:53:10 29 1 vdn e8453 bsr appl 0 strategy 1st-found override y
11:53:10 29 1 wait 1 secs hearing silent
11:53:10 dial 8453
11:53:10 term vector 29 cid 0x2d71
11:53:11 29 2 collect 1 digits after annc 8361 for none
11:53:11 29 2 announcement: board 001V9 ann ext: 8361
11:53:11 active announcement 8361 cid 0x2d71
11:53:11 G711MU ssff ps:20 - Ann IGC created
rgn:1 [10.xx.90.28]:2066 (GW6)

press CANCEL to quit -- press NEXT PAGE to conti
ist trace previous Page 2

LIST TRACE

time data
rgn:1 [10.180.90.23]:2058 (GW1)
11:53:11 xoip options: faxff modemff ttyff (ann-igc)
xoip ip: [10.xx.90.28]:2066
11:53:11 xoip options: faxff modemff ttyff (ann-igc)
xoip ip: [10.xx.90.23]:2058
11:53:11 hear audio-group 1 board 001V9 ext 8361 cid 0x2d71
VOIP data from: [10.180.90.28]:2054
11:53:19 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:0 Avg:0
11:53:19 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
11:53:19 29 3 route-to number 8558 cov y if digit = 1
11:53:19 29 4 LEAVING VECTOR PROCESSING cid 11633
11:53:19 0 0 ENTERING TRACE cid 11633
11:53:19 33 1 vdn e8558 bsr appl 0 strategy 1st-found override n
11:53:19 33 1 wait 1 secs hearing ringback
11:53:19 dial 8558
11:53:19 ring vector 33 cid 0x2d71

press CANCEL to quit -- press NEXT PAGE to continue

list trace previous Page 3

LIST TRACE

time data
11:53:20 33 2 goto step 10 if staffed in skill 3 = 0
11:53:20 33 3 announcement 8364
11:53:20 33 3 announcement: board 001V9 ann ext: 8364
11:53:20 active announcement 8364 cid 0x2d71
11:53:20 G711MU ssff ps:20 - Ann IGC created
rgn:1 [10.xx.90.28]:2056 (GW6)
rgn:1 [10.xx.90.23]:2062 (GW1)
11:53:20 xoip options: faxff modemff ttyff (ann-igc)
xoip ip: [10.xx.90.28]:2056
11:53:20 xoip options: faxff modemff ttyff (ann-igc)
xoip ip: [10.xx.90.23]:2062
11:53:20 hear audio-group 1 board 001V9 ext 8364 cid 0x2d71
11:53:26 idle announcement cid 0x2d71
11:53:26 33 4 queue-to
11:53:26 33 4 queuing to skill 3 pri h
11:53:26 33 4 Local Agent Preference=n

ist trace previous

LIST TRACE

time data
11:53:26 33 4 Agent Login ID: 8110 Logged in at station: 8128
11:53:26 33 4 LEAVING VECTOR PROCESSING cid 11633
11:56:12 idle station 2115 cid 0x2d71
11:56:15 TRACE COMPLETE station 2115 cid 0x0

 

[lopes1211]

You heard ringing because the call was delivered to an available agent. Agent Login ID: 8110

 

[Sean655]

If the call was sent to the available agent and they didn't answer then the call will still be in queue but the caller will only hear ringing until they are answered unless you have set up RONA treatment on the hunt group.