Vector -> ext -> co path problem. 2

[bwilch]

I have a vector up like this. A call comes into a DID which routes to a VDN. From the VDN, we route them to a vector that allows the client to press a 2 digit number to be transfered to a 4 digit extention (Just did an "If number = 10 go to step 12/Step 12 = route to ext 1234). When the calls are being directed to the ext's for some reason they are not covering to the voicemail's, the calls just ring open on the ext. When you call the extensions directly, the voicemail picks up. The voice mails are throug a coverpath which points to a hunt group.

Any ideas or suggestions?
Thanks!

 

[RFWatts]

In route route to statement in your vector, your need to have a "y" in the with cov column. For example:

Step 9 Route to number 1234 if dig = 10 with cov y.

I think I have the order correctly...I don't have a switch available at the moment, but it should be close.

Hope this helps...

 

[SF0751]

Make sure Step 12 includes with cov Y if UNCONDITIONALLY.



Susan
[sup]Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain[/sup]

 

[RFWatts]

I'm sorry...I'm combining two vector steps here...

First you have to write a goto step N if dig = 10

Then you have a route to number 1234 unconditionaly with cov y.

That should route the call to 1234 and go to it's coverage path.

 

[bwilch]

Sorry, I forgot to include the simple step Yes, we did have "Route to (ext) with cov Y if unconditionally". Knew I was forgetting something.

 

[bwilch]

Ok, sorry, I needed to take a second look. I was incorrect. Here's the actual call flow.

Call comes into a station (4500). Station has a coverage path (90) which points to a VDN (8237). From there the VDN then points to the Vector (51) which has the 2 digit press option to get them to another extension. We do have the route to with cov Y if unconditional flagged.

If we set the route-to's to go out and back in using a 9+7 digit DID, it will cover to the extension's voicemail. If we try the route-to as a 4 digit extension, it rings open.

 

[SF0751]

Can you give us a screen shot of your coverage path?

I suspect that Inside Calls is set to N and Outside Calls is set to Y.

Susan
[sup]Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain[/sup]

 

[bwilch]

Susan,

The coverage path for the ext is the same we use for all the extentions in the building that don't seem to have any problems. I verified and we have Busy/Don't Answer/DND-SAC all set for yes on inside and outside calls.

The coverage path for 4500 (where the call initially comes into) is also set the same.

I'm having trouble getting a screen shot, but if you still need one after this, let me know and I'll manage a way to get one

Thanks!

 

[SF0751]

Can you post both the full vector as well as the coverage path? If you are using ASA, select Terminal Emulation and then you can use the copy/paste functions.

ps - make sure you select mono-spacing when posting the screen shots; this will make them easier to read. See the "Process TGML" link for details.

Susan
[sup]Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain[/sup]

 

[bwilch]

Call comes into station, here is the CoPath for the station (co path 90)
Coverage Path
Hunt after coverate? y
Next Parth Number ___ Linkage
Coverage Criteria
Station/group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Ans? y y
All? n n
Dnd/Sac/Goto Cov? y y
Number of Rings: 3
Terminate to Coverage Pts. with Bridged Appearances? n
Point1: v8237 Rng: _ Point2: ____ Point3: ____
Point4: ____ Point5: ____ Point6: ____

And here is the vector which vdn 8237 points to.

Call vector
Numbder: 51 Name: Call Route
Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prmopt?y LAI? n G3V4 Adv Rout? y CINFO? y BSR?y Holidays? y

01 collect 2 digits after announcement 7000
02 goto step 20 if digits = 10
03 goto step 15 if digits = 11
04 goto step 16 if digits = 12
05 goto step 17 if digits = 20
06 goto step 18 if digits = 22
07 goto step 19 if digits = 23
08 goto step 21 if digits = 25
09 goto step 22 if digits = 30
10 goto step 23 if digits = 32
11 goto step 24 if digits = 35
12 goto step 25 if digits = 40
13 goto step 26 if digits = 0
14 goto step 27 if unconditionally
15 route-to number 1234 with cov y if unconditionally
16 route-to number 1235 with cov y if unconditionally
17 route-to number 1236 with cov y if unconditionally
18 route-to number 1237 with cov y if unconditionally
19 route-to number 1238 with cov y if unconditionally
20 route-to number 1239 with cov y if unconditionally
21 route-to number 1240 with cov y if unconditionally
22 route-to number 1241 with cov y if unconditionally
23 route-to number 1242 with cov y if unconditionally
24 route-to number 1243 with cov y if unconditionally
25 route-to number 1244 with cov y if unconditionally
26 route-to number 1245 with cov y if unconditionally
27 wait-time 2 secs hearing silence
28 goto step 1 if unconditionally
29 stop

 

[SF0751]

Do your "route-to" numbers (1245, etc) also point to coverage path 90?

Susan
[sup]Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain[/sup]

 

[RFWatts]

So the call does not come in straight to the vdn? If I'm looking at this correctly, your call has already gone to cover (for station 4500). Is 4500 a phantom? I believe that are some limitations to coverage after the call has already gone to cover...basically, you are going to cover for the covering extension. Does it have to ring at 4500 first? What are you tyring to accomplish with this setup? There may be something else we can do with vectoring right at first, as opposed to post-coverage...

 

[bwilch]

Susan,
No, the ext goes to a coverage path of 99 (which directs to the voice mail hunt group).

RFWatts,
That's correct. The call comes into a phantom ext which had a bridged appearance on their "operators" phone. If she is unable to answer the call, it then covers to the vector via a 2nd VDN allowing the caller to select which ext they are to be transfered to. The call is sent to the ext, then should cover to the voice mail.

What we are trying to acomplish is a little hard to explain, but I will try. We don't want to use a true "operator" console, but are attempting to reproduce one through an expansion module on a 24 button phone. Giving the sales group one inbound number for their clients to call with a live person to answer. If the live person is unable to take the call, it goes into the vector to let them choose which ext to be transfered to.

Thanks for the assistance!

 

[RFWatts]

BWilch

I've bounced this off of a few of my contacts, and they say the same...You can't "cover" a "coverage call". I emphasize "coverage call", because you can cover a forwarded call. I've run into the same problem when creating a phantom for DNIS and using a cover path instead of forwarding. The reason the call works by routing from the outside is that the system treats the inbound call as a new call, and the coverage criteria for the principal station (1234) has not been met at that point.
The main point here is that you can only send a call to cover once...that's why the call will not cover.

Now, let's try to figure out a way to get around this:

You may need to write two "messaging" statements in your vector to get the call to voicemail in one of the two mailboxes...I realize that won't ring in the last portion of your setup...but it will get the call to different mailboxes. Maybe assign a bridged appearance on 1234, that way it will at least ring.

Hope this helps!

 

[wtdurkin]

Without knowing the type of ACD you have, I would try to build an attendant queue, and if the call is in that queue for say, 10 seconds, and is not answered, send to a backup queue.

If you have skill based routing, the queue the call and give the operator and the agents the same skill ,but give the operator a higher (number 1)skill level so that if she is unavailable, then the call is sent to the level 2 agent for that skill.

Those who responded about not covering to a coverage point are corect; I got caught with this a few times.