Contact Centers, CRM Customer Engagement

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  • 1.  Can you ring a station without leaving a vector?

    Posted 06-23-2020 05:24 PM
    I have a use case where I need to do the following...

    1. Play and announcement.
    2. Ring a group of 5 people for 20 seconds.
    3. If nobody answers the call I need to route it off-net to an outside number.

    I'm trying to find a way to do this with one VDN/Vector, but it seems everything I try causes the call to leave vector processing.

    Right now I have the call route to a VDN/Vector, play the announcement and route to the internal station.
    That station is a bridged call appearance on the 5 users that need to be presented the call. If that station isn't answered I have the coverage path point back to a second vdn/vector and route the call off-net. That all works fine, but it seems like there should be a cleaner/more elegant way to accomplish that.

    Does anyone know how to ring a station without the call leaving vector processing (i.e. if the call isn't answered in 20 seconds move onto the next vector step and route off-net)?

    Any feedback would be greatly appreciated!

    Adam


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    Adam Schuyler
    Telecom Engineer
    Science Applications International Corporation
    Orlando FL
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  • 2.  RE: Can you ring a station without leaving a vector?

    Posted 06-24-2020 01:50 PM
    Down and dirty - route to a virtual station with a cover path to the cover answer group, then to a vdn which routes off-net.  Upside is you can count the number of calls that route off-net.

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    Kitt Vermeersch
    Senior Telecommunications Analyst
    Schneider National, Inc.
    Green Bay WI
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    Original Message