Vector questions...

[WilliamUT]

My first question is there any kind of guide to programming vectors? I can't find anything and have had to basically learn everything by trial and error.

My second question is I have a vector that places calls in a hunt group queue. Is there a way if the call sits in the queue for 3 minutes to pull it out of the queue and forward it to a different phone number or queue?

Thanks

 

[SF0751]

I like the Call Vectoring and Expert Agent Selection (EAS) Guide. The Avaya Communication Manager Guide to ACD Call Centers is also good.

You can use the command "GOTO VECTOR X IF OLDEST-CALL-WAIT IN SKILL X PRI X >= 180".

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

 

[donbott]

The docoment is Definity 555-230-521 - you shouild be able to download it from Avaya I think.

After you put the call in queue use a step "wait 180 seconds hearing whatever", then either a goto or route to step. Route to will pull it out of the split, I'm not sure about the goto.

DonBott

 

[WilliamUT]

Thanks guys that worked!

 

[WilliamUT]

Susan I have a question about that method. If your not the oldest call in the queue say your 2nd in line out of 3 will it still transfer you? Is there any way to say "if i've been in the queue for 3 minutes then transfer me" ????

 

[SF0751]

It does still transfer you; because once the other call is transfered, then caller #2 is now the oldest. We use this method instead of donbott's suggestion because we normally have 30 seconds of wait/hearing music, followed by an announcement, and then we'll loop those steps.

Here's an example of one of my vectors; if a caller has been waiting for 3 minutes, I force them to the department voicemail.

01 wait-time 1 secs hearing silence
02 goto step 17 if holiday in table 1
03 goto step 17 if time-of-day is all 18:00 to all 08:30
04 goto step 17 if time-of-day is sat 16:00 to mon 08:30
05 goto step 22 if staffed-agents in skill 98 > 0 [i](Emergency skill)[/i]
06 announcement 7168 [i](Thank you for calling the Widget Dept.)[/i]
07 queue-to skill 9 pri m
08 wait-time 7 secs hearing ringback
09 announcement 7116 [i](All reps are busy, please remain on the line)[/i]
10 wait-time 30 secs hearing music
11 goto step 22 if staffed-agents in skill 98 > 0
12 collect 1 digits after announcement 7117 [i](All reps are still busy; press one to leave a voicemail message.)[/i]
13 goto step 24 if digits = 1
14 goto step 24 if oldest-call-wait in skill 9 pri m >= 180
15 goto step 10 if unconditionally
16 stop
17 announcement 7168 [i](Thank you for calling the Widget Dept.)[/i]
18 collect 1 digits after announcement 7216 [i](press one to leave a VM message)[/i]
19 goto step 24 if digits = 1
20 disconnect after announcement none
21 stop
22 disconnect after announcement 7105 [i](Unable to take your call, please call again)[/i]
23 stop
24 messaging skill 99 for extension 3774
25 stop

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

 

[yurichan]

There is a "vdntime" variable which stores the actual time a call has been sitting in vector processing (or basically sitting in a queue).

1) change variable
Var='A' (or whatever variable you choose)
Type=vdntime
(the value is in seconds)

2) add the conditional check in the vector loop
goto .. if A >= 180

Here's a simple vector example
01 queue to skill 1
02 goto step 5 if A >= 180
03 wait 30 seconds hearing music
04 goto step 2 if unconditionally
05 route-to ...

Every time step 2 is executed, the vdntime variable is updated and then compared with the value of 180. This should be available with CM2.x?