vectoring help

[Klowndog]

Good day and thanks in advance.

i am starting to touch upon Avaya vectoring. It was brought to my attention that there is a particular vector showing above average discos. I am looking at the steps and was curious to know if the following two steps are a common practice when time of day factors are involved:

05 goto step 86 if time-of-day is all 16:30 to all 08:00
06 goto step 86 if time-of-day is fri 16:30 to mon 08:00
86 disconnect after announcement 49902

i am assuming it is written this way as a safeguard. if im correct, step 5 should apply for all days of the week. if a call made it to step 86, this would count toward a disco when a vector report was ran , correct?

Also, would someone be able to explain this portion of the vector and if it could cause a point for discos once a call makes it to step 80?

Thanks!


76 wait-time 60 secs hearing music
77 goto step 88 if staffed-agents in skill 11 < 1
78 collect 1 digits after announcement 49904 for none
79 goto step 88 if digits = 1
80 goto step 76 if unconditionally
81 stop
82 disconnect after announcement 49901
83 stop
84 disconnect after announcement 49906
85 stop
86 disconnect after announcement 49902
87 stop
88 messaging skill 99 for extension 4415
89 stop

 

[dimas]

Hi Klowndog.

Your fist vector fragment is about night time and week-end time checks and call disconnect if it meets criteria. Most probably you have other steps in your vector for normal business hours. Just a reminder for conditional step "if" the next step right after line with "if" will be performed if condition does not meet criteria.

In your second vector step 80 describes cycle end with unconditional move to the beginning of cycle until the number of agents equal or more than 1 which lets the call to leave this cycled part of the vector (or caller dials "1"). It seems configured right. Do you have a routing problem?
regards.

 

[Klowndog]

thanks for the response dimas.

I am looking into a high rate of disconnects. the queue manager was looking into a report that showed a slightly higher rate if disconnects.

the manager belives it might be caused either by steps 5 and 6 or once the call gets to step 80 which send it back to step 76.

obviously the call diconnects after step 86 because it is told to after announcement 49901.

from what i can tell, if a call does make it step 80, it will continue to loop through step 80 back to 76 if no digits are entered.

I would think that there would be a higher disco rate if no agents were available for an extended period of time and the caller did not feel like waiting.

other than doing a list trace against the vector to see if i can catch a call disco, the scripting is not the issue.

 

[wmainc]

I don't think it would have anythign to do with your disconnect issue, but I would think about reversing steps 76 & 77. I don't see why you would want to make a caller wait 60 seconds before looking to see if there are any staffed agents in the skill.

 

[dimas]

Hi,
Just today in my practice I faced with time issue due to the fact that VDN may have its own time and daylight saving rule. Please check if your second vector has steps like 5 & 6 in first one for non business hours wrongly identified as the manager pointed. Have a look VDN time off set and timezone just in case...

 

[saw164]

I Agree with Wmainc. When i did vectoring for a credit union, i had the wait-time set to 15 secs. I don't know what your other vectors look like, but just looking at the sample of this vector, i can tell you it would have a higer disconnect rate. You have 3 steps which you are telling the switch to disconnect. If its a problem, i would look at how calls get to step 82,84, and 86. You might find a step where the time of day is wrong, or find out that you no longer need one or all those steps.




Scott
________________________________________
When Life Gives You Questions, Google has Answers - AJ Carpio

 

[mdefedele]

I am taking a stab in the dark and saying your callers are disconnecting because they are stuck in a vector loop and eventually give up. You have to remember todays callers have short attention spans so when you send them back to step 76 and they hear 60 seconds of music before then getting the same message they may have heard before because no agents are available, eventually they will give up.
If you have a call accounting software you should check the times calls are active in this vector.

Matt--Telecom Engineer, Network Operations Center

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