dinesh

Hi guys,

Need to know how to write a vector for the following scenario for a premium support customer

The call lands in
It should check for the availability of the agent

If the agent is available then an announcement is to be played to the caller that the call would be charged ( annoument is for 15 sec). Note: After the announcement is played the call should get connected to the agent.

Then the call should get connected to the agent.

If there are no agents available then the call should go to the queue.

Help me out in writing a vector for this requirement.

Regards,
Dinesh

ahays

This is not possible. Specifically, it is not possible to "reserve" an agent following a delay. You can use "goto step x if available agent > 1" and then play the announcement in step x but there is no guarantee that 10 seconds earlier three other callers hit that same step and now the agent is occupied with one of those calls. The best you can do is advise the caller that the clock starts ticking as soon as the call is answered.

The most effecient methos is to play the announcement as soon as the caller enters the vector, queue the call and then answer with the next available agent.

.al.

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Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
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PBXBear

The other option is to have an Agent Greeting solution. Instead of the announcement stating the agent's name and the standard welcoming - it could state whatever billing requirements are necessary.

It would require an announcement server and/or Conversant and possibly custom development from AVAYA (though I hear it's a green feature in the next version of Conversant--excuse me AVAYA IVR...hehehehe).

You probably won't want to spend the money - but just so you know - it is possible.

-Chris