Vector help?? 1

[ONsiteengineer]

Hi,

I have setup a small vector for my helpdesk. I have four stations in that hunt group. I build up a vector such that a caller from the VDN number will queue to that hunt group.

What I want to happen is this:

If a caller comes in, then the most idle agent in that hunt group will ring. I want such that if no one will answer in that group of people, it will go to one extension which is 1200 which is the next step. How to do this?

 

[Phaid]

Could you post the vector programming so that I can have a look at it.

I would assume you would use a wait command for how long you want it to queue and then route to the other extension number.

 

[inerguard]

Are you using skill-based routing, i.e. is your hunt group an EAD-MIA type. Are your agents using auto-in and have the call forced into a headset or do they have to press a button on the phon to answer a call?

If it is then the following (very basic) vector would do it.

I've used 98 as the skill number for example purposes. In this example the available agent would get the call as soon as step 02 is reached. If no agents are available, the call will still queue to skill 98 at step 02, and will then continue with the vector and as the next step routes the call to 1200, the call will be able to be answered here.

01 wait-time 0 secs hearing ringback
02 queue-to skill 98 pri m
03 route-to number 1200 with cov n if unconditionally
04 goto step 3 if unconditionally
05 stop

To be honest, this is a very basic and NOT recommended way of doing this type of routing. Let me know if you are using skills and I'll give you a better way of writing the vector.


[Started on Version 3 software 15 years a go]

 

[cellrebral]

Just as inerguard says, if you are using skills based routing. Another thing to consider is you could set a redirect on no answer vdn and vector for extension 1200 on the original hunt group page 2.

 

[ONsiteengineer]

Heres my vector:

01 wait-time 0 secs hearing ringback
02 queue-to hunt group 10 pri m
03 route-to number 1200 with cov y if unconditionally
04 stop

I don't use auto in. I want such that, If a person that is member in the hunt group is not around, It will route to extension 1200. Is that possible?

 

[inerguard]

Hi,

Given that you are using UCD hunt groups, I'd go with cellrebral suggestion of using the redirect on no answer.

The two fields below will be on page 2 of the hunt group.

Put in the number of rings you want and then in the redirect to vdn field put a vdn number in here.

You will need to create this new vdn and add a vector to the new vdn. This new vector would simply have a route to number 1200 with cov y if unconditionaly

Redirect on No Answer (rings):
Redirect to VDN:



[Started on Version 3 software 15 years a go]

 

[ONsiteengineer]

THanks a lot. That was a good idea. One more question: Is it okay to leave step 3? Even I have Redirect to VDN?

 

[inerguard]

Yes it's fine to leave step 3, although the call will never reach this step becuase of the redirect on no answer.


[Started on Version 3 software 15 years a go]