Vectoring

[miholmes]

Good Afternoon,

Well our telephone admin person has left and I'm trying to figure out vectoring. We have a helpdesk vector. Acctually several of them. One for Time-of-Day, Voicemail - Queue, etc.

They use a AgentID login, normally there is only 1 person on the helpdesk. The problem I'm having is this: If someone calls the helpdesk and it rings their phone twice, their phone goes to unavailable because it assumes the person isn't at their desk. The the call get's put into limbo where it just rings and rings. If the person presses available on their phone it will start ringing again. WHat I would like to do is send that call to voicemail.

Can I do that? Here's what the vector looks like now:

queue-to skill 65 pri l
goto vector 72 if staffed-agents in skill 65 = 0
wait-time 0 secs hearing ringback
announcement 8755 (All operators are busy)
wait-time 5 sec hearing music
announcement 8756 (All operators busy, press 1 to leave VM)
collect 1 digits after announcment 8756
goto vector 72 if digits = 1
goto step 1 unconditionally

Any help would be appriciate. I'm VERY NEW at this and am scouring them manuals I have to find the answer. Thanks!

Mike

 

[phoneguy55]

What is the VDN and vector that the call will RONA to on the hunt group form. Also a look at Vector 72 would help.

 

[miholmes]

Thank you so much for your response, my head is swimming with all the stuff I'm trying to learn now.

Vector 72: (Voicemail)

messaging skill 99 for extension 2900
stop

This is also the same spot I would like the call to go if there is no answer. the VDN is 2900.

PLease let me know if I missed a step to your answer. Thanks again!

~Mike

 

[miholmes]

Here is how the whole vector lays out if this is helpful. They dial the VDN 2900 and it goes to Vector 70.

Vector 70 (Time-of-Day)
goto vector 73 if time-of-day is all 16:00 to all 07:00
goto vector 73 if time-of-day is fri 16:00 to mon 07:00
goto vector 69 if time-of-day is all 07:00 to all 16:00
goto step 1 if unconditionally

Vector 71 (Call Queue)
queue-to skill 65 pri l
goto vector 72 if staffed-agents in skill 65 = 0
wait-time 0 secs hearing ringback
announcement 8755 (All operators are busy)
wait-time 5 sec hearing music
announcement 8756 (All operators busy, press 1 to leave VM)
collect 1 digits after announcment 8756
goto vector 72 if digits = 1
goto step 1 unconditionally

Vector 72 (Voice Mail)
messaging skill 99 for extension 2900
stop

Vector 73 (Offices are Closed)
Collect 1 digits after announcement 8757
goto vec 7 if digits = 1 (Known your extension enter it now)
goto vec 8 if digits = 2 (Directory)
goto vec 72 if digits = 3 (Voicemail)
goto vec 74 if digits = 4 (Emergency Notification)
goto step 1 if uncondiationally

Vector 74 (Emergency Notification)
messaging skill 99 for extension 7939
stop

 

[miholmes]

P.S. I didn't create this vectoring system. I'm just trying to make it work. =-)

 

[marcell55]

What you probably need to do is create a new VDN that runs vector 72. Pick an unused extension. Type: add vdn xxxx (where xxxx is the unused extension)

Then, change the Vector Field to goto Vector 72.

Once you have added the VDN, you want to change hunt group 65.

Type: change hunt 65

Go to the 2nd page, bottom right-hand side - in the field labeled: Redirect to VDN - enter in the extension number fo the new VDN you just added.

That will tell the "RONA" calls to go there instead of just ringing.

RONA means "Redirect on No Answer" The number of rings listed on the hunt group form is how many times the call will ring before RONA is enacted and it makes the agent unavailable.

 

[telcomwork]

If I were you I would trace the VDN adn do a test call and that will pin point exactly what's going on...

Command to use is " list trace vdn xxxx