Vector routing clarification 1

[ihcc2uni]

I'm trying to understand this vector below. I'm getting reports that it puts people on hold forever and never plays the option in Step 09 to press 1 (step 10).

From my understanding when the Vector is first called, it looks for Skill 1st and if no one is logged in will then look to skill 2nd and 3rd. From there, if no one is available it will wait 30 seconds and then play Announcement on step 9 which should give the option to press 1. Is there any way it would not play that announcement?

Another thing I am confused on is whenever I do call it and get the option to press 1, it routes correctly to 2nd or 3rd skill. If they are available when I press 1, shouldn't it auto route to them in the first place?

Also, is it possible to say after 300 seconds to route to a number no matter what?

Thanks!

 

[DAVIDPAYNE]

They why this vector looks a a quick glace, is that if there is 0 agent in skill 1st then you will get the option to collect digits.
So check to make sure someone is logged into skill 1st. Can also do a list trace vector and make a call and it will show the steps it hits.

 

[Stinney]

First, in step 05 you are collecting 1 digit after hearing announcement 72033, what is this announcement? You apparently don't do anything with the collection of that digit in step 05 (looks like there was something in line 06 that might have done something with the digit, but now it's gone). If the caller doesn't need to make any selection, I'd just change this line to be: 05 announcement 72033

I don't see any reason why if a caller presses 1 at step 9 why they wouldn't go to step 16.

Have you done a test call to the vector while doing a list trace of the vector and pressed 1 to see the results? Or have you just done a trace on the vector during normal call processing and watched what happens?

If the caller doesn't press any digits it will look like:

09:15:20 1900 10 goto step 16 if digits = 1
09:15:20 1900 11 digits = []

If the caller presses 1 it should look like this:

09:15:20 1900 10 goto step 16 if digits = 1
09:15:20 1900 11 digits = [1]

What is your inter-digit timer set to in system-parameters features? Just wondering if it's too short and not giving the caller enough time to press 1 after the announcement.



- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[ihcc2uni]

Nice catch on the Step 05. I have made that adjustment. I inherited this system and am trying to figure it out/clean it up.

I'm running traces and it is working correctly so far.

One thing I am still cloudy on, in steps 03 and 04, when it goes to step 16, does it also check 17 at that point or just 16 and then returns. Same with when 1 is pressed, does it check step 16, then 17 and go to 19 or how does that work? I'm trying to figure out when it determines to go to step 19.

Thanks again.

 

[Stinney]

A vector will process every step unless there is something that redirects it to do something else.

So when it goes to step 16 if an agent isn't available in the 2nd skill, it's going to continue to step 17 and check skill 3rd, if no agent is available in the 3rd skill, then it's going to hit step 18, which is blank so it does nothing, and then go to step 19 and route to 7628.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[ihcc2uni]

I think I may have found some of the problem. I found that we have no agents even assigned to 1st skill.

So does that mean that any step that references skill 1st never actually happens which is why it never actually gets to Step 15 or 16 without the caller pressing 1 in step 10?

 

[Stinney]

If there are no agents skilled to the 1st skill it should immediately route to step 16.

Step 2 is: goto step 16 if staffed-agents in skill 1st = 0

So it should go to step 16, then 17 then 18, 19. It should never reach steps 4 - 15.



- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[ihcc2uni]

Ok, thanks for all the information. I think I have it figured out now.