Vector Routing with Announcement

[ajl7519]

Hi, I'm trying to setup a new vector that will use agents setup using ead-loa, but I'm having an issue withe announcment routing.

If we have people logged into the skill and available (auto-in) and then don't pick up the delay announcement will repeat skipping the wait-time for the music. So, let's say I have 2 agents availalbe on auto-in, it will ring to the first agent 3 times and then the second 3 times, and after that the announcement will repeat without going to music. It will work fine if they are in Aux-Work, but not if they are available and don't pickup. Basically, we want the announement to play every 30 seconds with music in between, while giving them an option to leave a message after the announcement. We

Thanks in advance.
CALL VECTOR

Number: 17 Name: Test CSC
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 5 secs hearing ringback
02 goto step 16 if holiday in table 1
03 goto step 14 if time-of-day is all 17:00 to all 08:00
04 goto step 14 if time-of-day is fri 17:00 to mon 08:00
05 goto step 18 if staffed-agents in skill 16 < 1
06 queue-to skill 16 pri m
07 wait-time 5 secs hearing ringback
08 collect 1 digits after announcement 1690 for none (Delay message: All representatives are assisting . . . )
09 goto step 20 if digits = 0 (option to leave a message)
10 wait-time 30 secs hearing music
11 goto step 18 if oldest-call-wait in skill 16 pri m >= 300
12 goto step 8 if unconditionally
13 stop
14 messaging skill 99 for extension 6761 (Night Menu - After Hours)
15 stop
16 messaging skill 99 for extension 6764 (Holiday)
17 stop
18 messaging skill 99 for extension 6768 (Emergency/No one logged in)
19 stop
20 messaging skill 99 for extension 6763 (General Voicemail)
21 stop

 

[Stinney]

On page 2 of the skills, how are these fields setup:

Redirect on No Answer (rings):
Redirect to VDN:

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[ajl7519]

Thanks for the reply.

This is what I have it set to.

Redirect on No Answer (rings): 3
Redirect to VDN: 1609

Here are full settings for the VDN and Hunt Group

Page 1

VECTOR DIRECTORY NUMBER

Extension: 1609
Name*: Test CSC
Vector Number: 17
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 1
TN*: 1
Measured: internal
Acceptable Service Level (sec): 20

VDN of Origin Annc. Extension*:
1st Skill*:
2nd Skill*:
3rd Skill*:

Page 2

AUDIX Name:

Return Destination*:
VDN Timed ACW Interval*:
BSR Application*:
BSR Available Agent Strategy*: EAD-LOA
BSR Tie Strategy*: system

Observe on Agent Answer? n


Display VDN for Route-To DAC*? n
VDN Override for ISDN Trunk ASAI Messages*? n


BSR Local Treatment*? n

Hunt Group
Page 1
HUNT GROUP

Group Number: 16 ACD? y
Group Name: Site Transfers Queue? y
Group Extension: 1616 Vector? y
Group Type: ead-loa
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

Page 2

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):




Redirect on No Answer (rings): 3
Redirect to VDN: 1609
Forced Entry of Stroke Counts or Call Work Codes? n

 

[Stinney]

The RONA is going to return to the beginning of the vector and go through all the steps so it's going to go to step 8 and play the announcement before playing the music. Are you saying that once it plays the announcement it's not playing the music again if it RONAs?



- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"