I am having a problem with a vector that does not seem to be working correctly. The call comes in and depending on time of day, etc.. is queued to a skill. The way we want it to work, is if the agent does not pick up that call, it will roll to an announcement that gives the caller the option to press 1 for voicemail, or to hold for the next available agent. The next step in the vector, is to queue to a secondary skill where the call is answered by a backup agent.
What is happening instead, is the system sees the agent logged in and available, and sends the call to their skill. The vector then completes. It never gets to the announcement step it seems if they do not pick up. ??
Here's what the programming looks like:
CALL VECTOR
Number: 116 Name: CHICAGO NORTH
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 15 if time-of-day is all 18:00 to all 07:00
03 goto step 15 if time-of-day is fri 18:00 to mon 07:00
04 goto step 15 if holiday in table 1
05 goto step 8 if staffed-agents in skill 116 < 1
06 queue-to skill 116 pri m
07 wait-time 15 secs hearing ringback
08 collect 1 digits after announcement 1000 for none
09 goto step 15 if digits = 1
10 queue-to skill 130 pri m
11 announcement 1000
12 wait-time 30 secs hearing music
13 goto step 8 if unconditionally
14 stop
15 route-to number 1916 with cov y if unconditionally
16 stop
What is happening instead, is the system sees the agent logged in and available, and sends the call to their skill. The vector then completes. It never gets to the announcement step it seems if they do not pick up. ??
Here's what the programming looks like:
CALL VECTOR
Number: 116 Name: CHICAGO NORTH
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 15 if time-of-day is all 18:00 to all 07:00
03 goto step 15 if time-of-day is fri 18:00 to mon 07:00
04 goto step 15 if holiday in table 1
05 goto step 8 if staffed-agents in skill 116 < 1
06 queue-to skill 116 pri m
07 wait-time 15 secs hearing ringback
08 collect 1 digits after announcement 1000 for none
09 goto step 15 if digits = 1
10 queue-to skill 130 pri m
11 announcement 1000
12 wait-time 30 secs hearing music
13 goto step 8 if unconditionally
14 stop
15 route-to number 1916 with cov y if unconditionally
16 stop