Vector Question 1

[wpetilli]

What should be the behavior of the below steps in this vector? The 'route-to' #'s are VDN's that associate to a different vector. Within those vectors there are 'route-to' steps that send the call to another CM. Part of what I'm looking to find out is if the call would ever reach step 19-23.

14 goto step 18 if staffed-agents in skill 1st = 0
15 queue-to skill 1st pri m
16 announcement 3794
17 wait-time 10 secs hearing silence
18 route-to number 3459 with cov n if unconditionally
19 announcement 3794
20 wait-time 5 secs hearing silence
21 route-to number 3466 with cov n if unconditionally
22 announcement 3794
23 route-to number 3732 with cov y if unconditionally
24 stop

 

[joe2938]

on the rona you can send it back into the queue at a higher priority level, new vdn to a new vector and point the rona to these

 

[john8lee]

The only caveat on using RONA is the current agent will be put into Aux mode.
The agent will need to know to go back in.
we use RONA heavily to avoid calls be lost at an agent

 

[joe2938]

well then he is not doing his job if he goes into aux because he did not answer a call, this is why he should aux out to go on break etc....

 

[john8lee]

Joe2938, very true. It appears though that wpetilli is trying to use RONA to move the caller to another queue. Thats the only reason i mentioned it

 

[joe2938]

got ya, what I said earlier will work for that as well, have a good day

 

[john8lee]

My apologies, Joe
If the agent is available and lets the call RONA so that it will go back to the other Queue that agent will be forced into Aux, unless I'm missing something obvious that agent will need to put himself back to IN

 

[wpetilli]

In primary queues where there's a RONA condition I have that going back into the main queue with higher priority, using a different vdn/vector. If that call didn't land at a primary agent and routed to my other CM CC.. if that landed at an agent over there and I hit a RONA condition I don't want to send it back into queue. I want it to go straight to voicemail. I was curious if I should define a different HG/Skill for those overflow calls that has RONA defined to go to VM and then assign that skill as a secondary skill to the agent.

 

[joe2938]

that may work, testing will tell

 

[john8lee]

So you want to have sk 10 (primary) RONA to Sk 20 on the other CM CC then if a RONA happens send the caller to voicemail? so the RONA for sk 20 would need to point to voicemail. This means ALL calls to that skill will RONA to voicemail

 

[joe2938]

good point this will be a tricky solution, as I do not have look ahead inter flow I can not see those options in the vector

 

[wpetilli]

primary cc isn't avail.. route-to step sends call to other CM cc.. that incoming vdn/vec looks at agents on that system.. if they are avail and RONA occurs.. go to VM. What I did was create a new HG/skill on the secondary CM and setup RONA to a vdn/vector for VM. I assigned that HG/skill to the current agents and modified the inbound vector for those overflow calls to look at the new skill. Seemed like it worked. I can then keep the main HG/skill routing back into queue w/high priority and overflow calls RONA to VM. more programming, but whatever.

 

[john8lee]

sounds like a good set of logic. simple is not always easy

 

[joe2938]

pink for all of that hard word lol