Vector not working properly?

[cl8ton]

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

 

[SF0751]

Your vector is not checking for available agents in skill 116, it's looking for staffed agents. Change step 5 as shown below.

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 [s]staffed-agents[/s] AVAILABLE-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

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[cl8ton]

THANK YOU!!!!! You're awesome!

The vendor wrote this vector BTW....



Carla

 

[cl8ton]

but wait...

the issue is that my agent IS available but not answering. It's skipping the announcement step and going right to the next skill. The caller loses out on the option to press "1" to leave the agent a voicemail.

 

[SF0751]

If the agent is available, they should be answering their calls. If they are not available to answer the call, they should be in AUX.

Do you have RONA (Redirect on No Answer) set up for the skill (page 2 of the hunt group)?

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[donbott]

They should not be in available if they are not going to answer the call. Once the vector sees the call delivered to an available agent it releases control of the call.

DonBott

They shoot horses, don't they?

 

[cl8ton]

That was my thought exactly.. if they're available, they should be answering.

Nothing on page 2 about RONA. I will question the vendor about that.

I think the idea is correct- they're available, so they need to answer.

Thanks everyone.

 

[SF0751]

The RONA setting will give the agent X rings for an ACD call (set up on the hunt group form) and then will put the agent into AUX and redirect the call to the VDN that you set. Usually it goes back to a vector just like the orginal, except the call is queued at a higher priority.

A must-have for all call centers.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[Nick44]

Susan highlights an important issue for call centre managers.
A lazy agent gets (can be) flagged on CMS reports by the RONA feature.

Speak softly and carry a big switch