avayapbxuser

We have Agents that cover different States in the US by area code. When one of the Agents that covers - let's say Texas for example, does not answer thier phone, the call goes to another Agent; rather than going to that person's voicemail. Is there a way to make the system send a call to the person's voicemail even when there is an Idle Agent to take the call? This is a hassle for the Agents because they have to transfer the calls back to the person who is supposed to be covering a particular state. Any thoughts and or suggestions?

ko_glass

If you are going to use Vector Routing tables to route area codes then you will more than likely have to assign a skill to each agent for every area code they will answer. Once that happens you can probably then get the calls to go to the agents mailbox..

PBXtech.info

 

avayapbxuser

We have vectors for each Agent setup, the problem is that when an Agent does not answer the call for his/her particular State the call goes to another Agent that is not covering that area. We want the calls to go to voicemail of the person that is covering a particluar State not to another Agent. Maybe this is default by design the way it is working now. I hope I'm clear on explaining this.

ko_glass

Well you are not really clear. Do the agents share a skill, or in other words in the vectors do the steps queue the same skill? Such as in each vector does it say queue skill XX and XX is always the same. If so that is why another available agent is getting the call. That is why I said each area code will need it's own skill. If each Area code calls it's own 800 number than you may not require Vector Routing tables. Can you show examples of a couple of you vectors so I have a better idea what is happening now?

avayapbxuser

Sorry about the confusion. Here is one of the Main vectors that is coming off one of our Main 800 number VDNs.

01: wait-time 2 secs hearing ringback
02: goto vector 118 if time-of-day is all 17:00 to all 08:30
03: collect 4 digits after announcement 2220
04: route-to number 7899 with cov y if digit = 1
05: route-to digits with coverage y
06: goto step 14 if ani in table 1
07: goto step 15 if ani in table 3
08: goto step 16 if ani in table 4
09: goto step 17 if ani in table 5
10: goto step 18 if ani in table 6
11: goto step 19 if ani in table 7
12: goto step 20 if ani in table 8
13:
14: route to number 7303 with cov y if unconditionally
15: route to number 7295 with cov y if unconditionally
16: route to number 7279 with cov y if unconditionally
17: route to number 7287 with cov y if unconditionally
18: route to number 7286 with cov y if unconditionally
19: route to number 7295 with cov y if unconditionally
20: route to number 7293 with cov y if unconditionally (this person receives a lot of wrong calls)
21:
22: goto vector 109 if unconditionally

ko_glass

What is extension 7303, 7295, etc. Are they VDNs? Are they Agent IDs?

PBXtech.info

 

avayapbxuser

ko_glass - I didn't hear back from you on this any suggestions?

ko_glass

What happens in Vector 109. It would appear if nothing is dialed or a call is without ANI the vector fails and falls through to step 22 which is the go to vector 109. Also perhaps if you put go to Vector 109 unconditionally in step 13 and then edit the vector and insert a stop in step 14 this will isolate the vector a little better. Make sure all of the ANI routing steps line up with where they are supposed to go. Could it also be that some of the callers remember the 7293 number from an old setup with routing calls and they are dialing it at the prompt and announcement 2200. Maybe change that agent's number and leave the 7293 unassigned. I still would like to know what vec 109 looks like. Are there other Vectors allowing callers to reach 7293?