rodmansju

It's been a bit of time since I've had to solve an issue like this, but here is some background...

client requirements have 3 extensions associated with an agent:
1-agent station (physical line)
2-agent ID
3-private DID for friends and family.

the agent, when they call out, passes CLID of a DID that would, when called back, ring to the agent ID.

what the help desk needs to have happen is this-
if an agent is available, they get the call (whether an ACD or direct to their agent ID via the mapped DID).
If the agent is not available, the ACD call would obviously not be offered, but the manager wants the direct to agent ID call to also not be offered to the desktop.
ie:
Agent phone 555 1234
Agent ID 444 1234
Agent ID DID 333 1234
Friends DID 222 1234

So, if I am logged in and on a call, and someone calls my agent ID DID, instead of it ringing at one of the call appearances on my tel set, the request is for the call to know the agent is on a call, and go right into routing (I'd send it to a vector with announcements and a messaging skill). I just don't know if that is feasible without assigning agent skills and using steps in the vector to check agents in skill X--which I'd prefer to avoid, if possible.

Currently, I have a coverage path assigned to the agent phone, but when a call comes in, it does ring briefly before going to voicemail.

I've probably missed something obvious, but it's been a bit since I've needed to implement in a scenario resembling this. Any help would be appreciated.

thanks

J

martinyoung

How are the "Outside Call" options set in the coverage path? I would think you want "Active" set to yes.

__________________
Marty
Retired Avaya DSIC tech

PBXtech.info

 

colt45

I have a smiliar setup. Agents ID is a DID number with Direct Agent Skill and Audix. Agents also take calls in other skills routed via TFNs.

Search Avaya Admin Docs for "Direct Agent".

For this: AgID = 7511; CovPa = 7511; Physical Ext= 2511; DA Skill = 850

-- Create DA Skill 850
-- AgID 7511, DA Skill 850, Audix on page 2, DA skill must also be 'first' skill.
-- Station 2511, set Message Lamp to 7511 not 2511, AutoAns to 'acd'.
-- Audix zero out set to VDN that directs caller with immediate needs to team skill.
-- CovPa 7511, Pt-1 = 2511; Pt-2 = Audix; options are defaults.

Caller ID is forced to our LDN for all calls, otherwise ISDN can send 10 digit DID; ie the Agent ID if desired. Our agents verbially provide their call back number.

Good Luck.