Vector help please

[PBXmann]

Hello. I was hoping someone would take a look at this vector for me and tell me if I'm on the right track. This vector is used internally when someone dials "0" to reach the receptionists. We have two receptionists set up in an ACD split. The problem was that if both receptionists were busy on other calls, internal people dialing "O" would just hear silence until one of the receptionists became available. In the second example below, I added step 04 in an attempt to make it so that people would hear ringing until one of the receptionists was available. My question is, did I do this correctly or should I have increased the wait-time value in step 04 to something like 99 HRS or am I on the wrong track all together. Thank you for your responses.


ORIGINAL VECTOR:
01 goto step 6 if time-of-day is fri 18:00 to mon 08:00
02 goto step 6 if time-of-day is all 18:00 to all 08:00
03 goto step 6 if staffed-agents in skill 2 < 1
04 queue-to skill 2 pri l
05 stop
06 announcement 6032
07 route-to number 6030 with cov n if unconditionally
08 stop
09 announcement 6034
10 route-to number 6030 with cov n if unconditionally
11 stop



MODIFIED VECTOR:
01 goto step 7 if time-of-day is fri 18:00 to mon 08:00
02 goto step 7 if time-of-day is all 18:00 to all 08:00
03 goto step 7 if staffed-agents in skill 2 < 1
04 wait-time 0 secs hearing ringback
05 queue-to skill 2 pri l
06 stop
07 announcement 6032
08 route-to number 6030 with cov n if unconditionally
09 stop
10 announcement 6034
11 route-to number 6030 with cov n if unconditionally
12 stop

 

[clausen]

You need to provide the caller audio while they wait. I would modify to something like this:

01 goto step 11 if time-of-day is fri 18:00 to mon 08:00
02 goto step 11 if time-of-day is all 18:00 to all 08:00
03 goto step 11 if staffed-agents in skill 2 < 1
04 queue-to skill 2 pri l
05 announcement {new ann1} (all lines are busy please wait)
06 wait 60 seconds hearing music
07 announcement {new ann2} (please continuue to hold)
08 goto step 6 unconditionally
09 stop
10 announcement 6032
11 route-to number 6030 with cov n if unconditionally
12 stop

Thanks
Chris

 

[PBXmann]

Thanks for your response. Unfortunately, we don't have (or want) music on hold and they seem to prefer to just hear ringing instead of an announcement. Keep in mind, this vector is only used for internal people in the office when they dial &quot;0&quot;, not outside callers.

I'm just wondering if I have accomplished hearing ringing with the change I made. It's hard to test this sometimes because the office is so busy.

 

[clausen]

No problem. Just replace music with ringback and you'll get your desired result. Oh by the way... the caller will be answered as soon as a person becomes avalibale, IE: the person doe not need to wiat 60 seconds. The wait step only gives additional call handling treatment.

Thnaks
Chris

 

[alber]

I think you had to put the wait-time step after calls have been queued, and you can hear so many ringbacks as you want (should be better 5 or 10 minutes, because you get the security peolple always will hear ringback)

Good luck

 

[PBXmann]

Thanks Alber!!! I think you are right. I switched it to this and gave it a quick test with the receptionist and it seems to be working. If anyone has any further input on this, I welcome all comments. Thank you.


MODIFIED VECTOR:
01 goto step 7 if time-of-day is fri 18:00 to mon 08:00
02 goto step 7 if time-of-day is all 18:00 to all 08:00
03 goto step 7 if staffed-agents in skill 2 < 1
04 queue-to skill 2 pri l
05 wait-time 0 secs hearing ringback
06 stop
07 announcement 6032
08 route-to number 6030 with cov n if unconditionally
09 stop
10 announcement 6034
11 route-to number 6030 with cov n if unconditionally
12 stop

 

[EPalle]

Hi PBXmann,

I think that a problem can occurr with line 6.
I would change it to:
05 wait-time 30 sec hearing ringback
06 goto step 5 unconditionally
07 stop
08 announcement 6032
....

It is just to be 100% sure that the call will be waiting until a receptionist will become available.
Putting a 'stop' where you want somebody to queue can give strange results.

Hope this helps,
Erik

 

[alber]

A suggestion:You will never get the 10,11 and 12 steps, make a good redirection.
Besides, be with me, and put sometime hearing ringback. If you put 0 seconds you will never hear ringback.
And if you follow EPalle advise put the goto directed to the queue-to step, so calls queue again and hear ringback the time administered.

Tell me if you have more problems with this vector
Regards.

 

[PBXmann]

If I've got all your suggestions correctly, then we come up with this vector. I've changed the wait-time to 60 seconds and put to goto step 4 to keep the ringback going. Does this look correct to everyone? Thank you!


01 goto step 8 if time-of-day is fri 18:00 to mon 08:00
02 goto step 8 if time-of-day is all 18:00 to all 08:00
03 goto step 8 if staffed-agents in skill 2 < 1
04 queue-to skill 2 pri l
05 wait-time 60 secs hearing ringback
06 goto step 4 unconditionally
07 stop
08 announcement 6032
09 route-to number 6030 with cov n if unconditionally
10 stop

 

[EPalle]

I'm not so sure on step 6.
I would just jump back to step 5.
If you jump back to the 'queue-to' command, the call will be put back in the queue after 60 sec.
Correct me if I'm wrong, but that will mean that the call will be twice in the queue after 60 sec. I don't see the point in that (unless you want a high inbound level on your reports).

On step 4 the call is placed in the queue and will stay there until a receptionist will become available.
Step 5 and 6 is just to make sure that the caller hears a ring tone.

Hope this helps,
Erik

 

[mcopini]

I'm with EPalle.
Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[alber]

I was wrong in that point. I am with EPalle too.

Kind regards

 

[mcopini]

Glad to see such consensus here

hehe Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-