Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations strongm on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Vectoring time of day routing

Status
Not open for further replies.

Slpayne

Systems Engineer
Apr 12, 2018
19
US
I have a scenario in which we need coverage from three different teams at different times of the day. We would like to have team 1 cover inbound calls from 01:30 am to 10:30 am, team 2 from 06:30 am to 17:00 pm and team three from 17:01 pm to 01:29 am. What is the best way to set this up?
 
What do the calls terminate on? Say you have team teams with 3 users each - 101,102,103 for team 1, 201,202,203 for team 2 and 301,302,303.

Say you're using bridged appearances and there's a dummy phone 100 on 101,102,103, etc
Maybe have a 400 that appears on 101,102,103 and 201,202,203

If hours between 00:00 and 01:30, route to 300
If hours between 01:30 and 06:30, route to 100
If hours between 06:30 and 10:30, route to 400
If hours between 10:30 and 17:00, route to 200
If hours between 17:01 and 23:59, route to 300

If they're elite skills, then add a 4th hunt group including team 1 and 2.
If they're just logging into hunt groups, it'd be a pain but they'd log into a second one

And what's the worst case if all phones ring all the time? If they're not in the office outside those shifts and not logged into a single shared queue, then the calls will go where you want based on people being there to answer/being logged into the ACD in the first place.
 
Kyle55,9
Here is more detail. We have 3 non-agents in India that work from 1:30 am to 10:30 am MST. We have 8 non-agents that work the US from 06:30 am - 5:00 pm MST and 9 non-agents that will cover all calls outside of hours the between 5:00 pm to 1:30 am MST. Is it possible to create a vector with service hour tables and have calls route to the India and US teams when the time overlaps?
 
calls get routed to 1 destination. You need 4 destinations - 1 for each team and the 4th that rings on team 1 and 2
 
The calls get routed to two hunt groups with coverage answer groups. The NOC is setup to call into a DID that is assigned to an extension (24110) and the 9 agents that receive calls have bridged appearances on there stations. I built the vector below. The problem is the calls ring in to the India team from 01:30 to 10:30 am and the US team from 10:30 am to 17:00. I need to have the calls ring into both India and US teams between the hours of 06:30 am-10:30 am. Then from 5:01 pm to 01:29 am only ring to the NOC.

CALL VECTOR

Number: 2410 Name: Noble Support
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 5 if service-hours in table 201
03 goto step 6 if service-hours in table 202
04 goto step 7 if service-hours not-in table 202
05 route-to number 60100 with cov y if unconditionally
06 route-to number 60101 with cov y if unconditionally
07 route-to number 24110 with cov y if unconditionally
08 stop
09
10
11
12
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top