A-Train

I have an interesting vectoring question. Currently I have an old IVR system that connects to my Definity (G3si V9, Call Center w/EAS) via a set of analog lines which are in a hunt group. In the vectoring steps to access the IVR I use the command "converse-on skill XX pri m passing VDN and none." Obviously the XX is the hunt group containing the ports which connect to the IVR system. This is advantageous because when the caller opts out of the IVR, the IVR drops the line and the Definity then goes to the next step of the vector, which routes them to a new VDN (and vector which queues them to live reps). This has worked great for years.

Now we are replacing the old IVR with a new one. The new one connects to the Definity via a T1 connection (locally connected, not through the PSTN). This link is up and working fine. The trouble I have is in my vectoring. Since I am now using trunk groups I can't use the same commands to send the calls to the IVR. In this new scenario I need to route the call to an extension, which I have in my AAR table to go over the T1 connection to the IVR. Then when the caller opts out, the IVR uses another channel to send the call back to the Definity. This is like a Trunk-To-Trunk transfer in that it will occupy 2 channels for as long as the call is connected. If the queues for the live agents get backed up, we could easily log jam the entire T1 connection to the IVR (it would only take 12 calls in queue). Does anyone have any ideas on how I could do this hand off differently so that I don't have to keep those ports in use for the full length of the call (only the time the call is using the IVR)? At this point changing the connection to a set of physical channels in a hunt group will not work. Any ideas would be appreciated. Thanks!

martinyoung

The easiest answer is to put your 24 channels into a hunt group using station type DS1FD. This would return your previous functionality. But you state that you cannot do this. Why not?

__________________
Marty
Retired Avaya DSIC tech

PBXtech.info

 

A-Train

Because I had never heard of doing that. I will try it out and see how it works. Thanks for the idea.

A-Train

I am trying to test it out, but can't see what the other end is getting. When I had the trunk group in place I could call across the link without trouble. I have removed the chanels from the trunk group and created DS1FD extensions with the ports. I then created the hunt group and AAS controlled agent-login IDs. The new stations are logged in and I updated my vector to point to the new hunt group. When I call the VDN it just rings no answer. I am using the same statement above, which says it is passing the VDN. Do you know if it passes the VDN in the same way that it would pass the digits for an inbound call down the trunk port?

martinyoung

Is the IVR expecting calls from a trunk group or calls from a hunt group? If you can tear it down I would remove all members from the hunt group except one. Then put a trace on that station and place a call. What does the trace show? What does the IVR see on that one channel?

__________________
Marty
Retired Avaya DSIC tech

A-Train

That is the best way to go. I will have to contact the IVR vendor to see how I can run the trace and see what comes across. Is there any idea of how to tell the way that it passes the digits? The T1 is a regular robbed bit connection, with no signalling channel.

PBXtech.info

 

martinyoung

Is your connection a D4/AMI or B8ZS/ESF circuit? If it is D4, now is a good time to upgrade it. The trace will tell what is being passed. The PBX is going to pass the same data it was before. I suspect the new IVR might need some tweaking. It was set up expecting a trunk group and now you have changed to a hunt group.

__________________
Marty
Retired Avaya DSIC tech

A-Train

That is true. The circuit is B8ZS/ESF. I will ask them about the trunk group/hunt group change.

phone guy

I have a TN767E configured as robbed-bit/ami-zcs/d4 connected directly to my conversant server or IVR.
I added 24 extensions with station type as DS1FD/ and the port is cab/slot/port of the t1 from above.
Created 24 agent ID's where the Port Extension field has one for each of the 24 extensions created from above.
I created ACD hunt group and assigned this hunt group to the 24 agent ID's above.
My vector has a queue-to the ACD hunt group from above.
My vector also has a got step if no available agents from the ADC hunt group
I never created a trunk group didn't need to.

Don't know if this helps but there it is.