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Want to ring an agent then put that agent in aux and ring next agent until all agents that don't answer are put in aux, then route to a new vdn

  • 1.  Want to ring an agent then put that agent in aux and ring next agent until all agents that don't answer are put in aux, then route to a new vdn

    Posted 05-15-2018 10:50 AM

    Want to ring an agent then put that agent in aux and ring next agent until all agents that don't answer are put in aux, then route to a new vdn

     

    What the department wants is this.
     
    There are 4 agents logged in and available to take the call, but they all forget to put themselves in aux or log out and all of them walk away from their desks.
     
    They want the call to bounce from one agent to the next until they all get placed in aux then after that route to the main receptionist which is a VDN.
     
    Can this be done?
     
    I’ve tried a bunch of stuff to make this happen with no luck.
     
    Here’s the vector I’ve programmed.

    Vector:


     Number: 993 Name: ERS_Option_1
     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 silence
     02 goto step 14 if available-agents in skill 150 = 0
     03 queue-to skill 150 pri m
     04 goto step 5 if expected-wait for skill 150 pri m > 9999
     05 collect 1 digits after announcement 14327 for none
     06 # All agents are busy continue to hold or press 0 for receptionist
     07 goto step 14 if if digits = 0
     08 wait-time 60 secs hearing music
     09 collect 1 digits after announcement 14328 for none
     10 # All agents are still busy continue to hold or press 0 for recept
     11 goto step 14 if if digits = 0
     12 wait-time 60 secs hearing music
     13 goto step 14 if staffed-agents in skill 150 = 0
     14 route-to number 4239 with cov n if unconditionally
     15 stop


    Skill / Hunt

     
     Group Number: 150 ACD? y
     Group Name: Eng. Queue? y
     Group Extension: 13617 Vector? y
     Group Type: ucd-mia
     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:

     Skill? y Expected Call Handling Time (sec): 180
     AAS? n Service Level Target (% in sec): 80 in 20
     Measured: both
     Supervisor Extension:
     Controlling Adjunct: none


     VuStats Objective:
     Timed ACW Interval (sec):
     Multiple Call Handling: none


     Interruptible Aux Threshold: none

     Redirect on No Answer (rings): 5
     Redirect to VDN:
     Redirect on IP/OPTIM Failure to VDN:
     Forced Entry of Stroke Counts or Call Work Codes? n


     HUNT GROUP

     LWC Reception: none AUDIX Name:

     

     Message Center: none

     



  • 2.  RE: Want to ring an agent then put that agent in aux and ring next agent until all agents that don't answer are put in aux, then route to a new vdn

    Posted 12-18-2018 11:34 AM
    Edited by Russ Dameron 12-18-2018 12:47 PM
    Kind of old, but on redirect to VDN:   Need to enter the original VDN #.  ​​

    edit - oops I see the new VDN comment now. 

    ------------------------------
    Russ D.
    Telecommunications Admin
    Prime, Inc.
    Springfield
    417-521-3216
    ------------------------------

    Original Message