Vector Programming 1

[skinnypuppy56]

having trouble with a pretty basic setup, i have 2 agents assigned to 1 skill.

In the programming I have attached the call rings while in ready and then disconnects the call rather than going to vmail box in step 12.

I can e-mail screen shots of vector setup I have, the upload site is not working

JM

 

[SF0751]

Just copy/paste the vector and post it here. Use terminal emulation, not GEDI, to copy the vector steps.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[skinnypuppy56]

01 goto step 20 if holiday in table 1
02 goto step 22 if holiday in table 2
03 wait-time 10 secs hearing 7162 then ringback
04 goto step 12 if time-of-day is all 18:00 to all 07:59
05 goto step 12 if time-of-day is fri 18:00 to mon 07:59
06 goto step 12 if staffed-agents in skill 4 < 1
07 queue-to skill 4 pri m
08
09 wait-time 5 secs hearing ringback
10
11
12 messaging skill 98 for extension 4183
13 stop
14
15
16
17
18
19
20 announcement 7045
21 goto step 12 if unconditionally
22 announcement 7006

 

[SF0751]

You aren't waiting for the agent to answer the call. Try this instead:

01 wait 0 seconds hearing silence
02 goto step 15 if holiday in table 1
03 goto step 28 if holiday in table 2
04 wait-time 10 secs hearing 7162 then ringback
05 goto step 21 if time-of-day is all 18:00 to all 07:59
06 goto step 21 if time-of-day is fri 18:00 to mon 07:59
07 goto step 21 if staffed-agents in skill 4 < 1
08 queue-to skill 4 pri m
09 wait-time 5 secs hearing ringback
10 announcement XXXX (all agents are busy now blah blah blah)
11 wait 30 seconds hearing music
12 goto step 21 if oldest-call-wait in skill 4 >=60 
   (or however long you want the caller to wait in queue) 
13 goto step 10 if unconditionally
14 stop
15 announcement 7045 (holiday table 1 announcement)
16 goto step 21 if unconditionally
17 stop
18 announcement 7006 (holiday table 2 announcement)
19 goto step 21 if unconditionally
20 stop
21 messaging skill 98 for extension 4183
22 stop
23 
24 
25

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[skinnypuppy56]

ok, do you feel this was a good setup? I did have a couple of questions if you did not mind answering.

step 0 - what is the purpose?
step 9 - i figure that is waiting for agent
step 11 - 30 seconds seems too long, they don't want customer to wait long for rings. is this the step to look for agent?


what do the stops really help?
how did you paste this in with outside grid

 

[SF0751]

[tt]wait 0 seconds hearing silence[/tt]
I was taught to always have this as my first step in all of my vectors to provide immediate treatment to the call.

[tt]wait-time 5 secs hearing ringback[/tt]
This gives the caller "fake" ringing to listen to after the call is queued. If an agent is immediatly available, the call is delivered and leaves the vector before this step. If an agent is not available, the caller hears ringing but they are actually still waiting for an agent.

[tt]11 wait 30 seconds hearing music
12 goto step 21 if oldest-call-wait in skill 4 >=60
(or however long you want the caller to wait in queue)
13 goto step 10 if unconditionally[/tt]
These are the steps that the caller will process through while they are waiting for an agent to become available. Modify the time values on these steps as appropriate. After X seconds of waiting (step 12), the caller will be sent to voicemail. Just don't interrupt the on-hold music too often with the "we'll be right with you" message (step 10) because that is annoying. Every audience is different so these numbers are your own.



Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[mikeydidit]

Susan I am renaming you to "The vectoring Queen".

Thanks for explanation the steps.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[SF0751]

a

http://www.....

Actually, I told my boss yesterday that I want my job title changed from "Voice Administrator" to "Diva of Dial Tone".

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[1a22ip]

They call me the "Duke of Dialtone"

ED

1a2 to ip I seen it all

 

[SF0751]

Do they also sing the refrain from "The Duke of Earl"?

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[skinnypuppy56]

k, nice info. can you explain the multiple stop routes you have listed. I usually only have 1 or 2.

In your environment you use step 1 for every vector you have?

 

[SF0751]

The various "stop" steps keep everything seperated. Like having different parts of the vector (for holidays, closed hours, and the voicemail option) in seperate boxes. It just makes it neater. I never have blank lines in the middle of my vectors, which is what some people do instead.

And yes, every single vector in my system (200+ so far) begins with "wait 0 seconds hearing silence" and ends with "stop".

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893