Vectoring Challenge

A-Train · December 4th, 2007, 06:56 AM

I have yet another vectoring challenge. Typically most of the vectors I write have queuing built like this:

01 queue-to skill 14 pri m
02 announcement XXXX
03 wait-time 30 secs hearing music
04 goto step 2 if unconditionally

This is pretty basic and simple and so far has met our needs perfectly. However recently our contact center management has gotten the idea that they want to offer callers a survey to judge how the caller liked the service they received. They do not trust the live agents to transfer callers to the survey (I don't blame them). So they would like to have the system set up so that when the live agent ends the call, the caller is automatically transferred to the automated survey. The survey portion is no problem, and we can set that up in our IVR system. We just need to change the vectoring so that the calls will be automatically transferred to a particular extension number after the agent drops the line. Does anyone have any thoughts or ideas in this regard? Perhaps someone has actually done this before. Any thoughts would be appreciated. Thanks!

ahays · December 7th, 2007, 06:37 AM

Quote:

Originally Posted by A-Train

... they would like to have the system set up so that when the live agent ends the call, the caller is automatically transferred to the automated survey.

That's tough. When the call is answered vector processing STOPS ... i.e. the call actually leaves the vector. Let me ask around.

.al.

martinyoung · December 7th, 2007, 09:25 AM

I've seen that being done but each time I have seen it, it has been through an IVR.

ahays · December 7th, 2007, 11:00 AM

Quote:

Originally Posted by martinyoung

I've seen that being done but each time I have seen it, it has been through an IVR.

Ok ... makes sense ... so, it's something like the call is monitored by the IVR and when the agent disconnects it redirects the call to another IVR application?

.al.

martinyoung · December 7th, 2007, 12:28 PM

Yes, there is usually a step before the agent takes the call where the incoming caller is told there will be a survey after the transaction is completed. When the agent hangs up, the call is transferred to another IVR app (as you surmise) which asks the questions and the caller responds by pushing keypad numbers or speaking.

I see that he has an IVR so that will need to be involved with the call as soon as the vector hands it off until the caller hangs up. An overview would be the vector hands the call to the IVR, the IVR announces the upcoming survey, routes the call to an agent and monitors the call, agent hangs up and the IVR transfers the call to the survey, caller participates or hangs up.

A-Train · December 7th, 2007, 02:37 PM

This is tough because the IVR has no way to monitor the call status. Right now the call goes into the IVR, and when someone opts out the IVR sends the call to a VDN. The VDN points to a vector which queues to the agents. I was hoping to have the vector transfer back to the IVR for the survey when the agent hangs up. However if the vectoring stops when the call is answered that pretty much cuts the vector out as an entity that can send the call back to the IVR.

martinyoung · December 7th, 2007, 11:24 PM

Interesting setup you have. I am used to seeing the IVR as the last point in call handling before the agent gets the call. That way the agent gets a screen pop from the IVR. Even if the IVR was monitoring the call that would end when the vector drops it.

Unless Al has found a way to automate your survey, I don't think you can without reconfiguring your call flow.

colt45 · December 8th, 2007, 07:29 PM

Actually, we use this setup in our call center.

The IVR will need some programming. The vector command is "Converson on Skill xx". Let me check my switch and I'll get back with you on Monday.

chrisjv · February 11th, 2008, 02:03 AM

I found the following in the call centre 3.1 document.

About VDN Return Destination
The VDN Return Destination feature allows an incoming trunk call to be placed back in vector processing after all parties, except the originator, drop. This feature is activated through switch administration of the VDN form. This feature is included in the Avaya Contact Center Deluxe
package and the Avaya Contact Center Elite package.

A field on the VDN form allows the user to enter a VDN extension as a Return Destination. In this section, the VDN which has the Return Destination field administered will be called the

VDN with this feature active. The Return Destination VDN (the one specified in the new field) will

be referred to as the Return Destination.
Every incoming trunk call that is processed through a VDN with this feature active will be placed back in vector processing when all parties on the call, except the originator, drop. For this feature, the originator is the incoming party that originated the call at the time the call entered

the VDN with this feature active.

2wire · February 14th, 2008, 10:40 AM

Chris,

I was just about to post that myself. We do have it set up at my company that way. VDN redirect is the way to go. Do not forget to add the adjunct link needed to be back to the IVR for the survey. The adjunct link is step 2 in our vector.

good luck

2wire

December 4th, 2007, 06:56 AM	#1 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	Vectoring Challenge I have yet another vectoring challenge. Typically most of the vectors I write have queuing built like this: 01 queue-to skill 14 pri m 02 announcement XXXX 03 wait-time 30 secs hearing music 04 goto step 2 if unconditionally This is pretty basic and simple and so far has met our needs perfectly. However recently our contact center management has gotten the idea that they want to offer callers a survey to judge how the caller liked the service they received. They do not trust the live agents to transfer callers to the survey (I don't blame them). So they would like to have the system set up so that when the live agent ends the call, the caller is automatically transferred to the automated survey. The survey portion is no problem, and we can set that up in our IVR system. We just need to change the vectoring so that the calls will be automatically transferred to a particular extension number after the agent drops the line. Does anyone have any thoughts or ideas in this regard? Perhaps someone has actually done this before. Any thoughts would be appreciated. Thanks!

December 7th, 2007, 09:25 AM	#3 (permalink)
martinyoung Moderator Join Date: Dec 2005 Posts: 1,401	Re: Vectoring Challenge I've seen that being done but each time I have seen it, it has been through an IVR. __________________ Marty Retired Avaya DSIC tech

December 7th, 2007, 12:28 PM	#5 (permalink)
martinyoung Moderator Join Date: Dec 2005 Posts: 1,401	Re: Vectoring Challenge Yes, there is usually a step before the agent takes the call where the incoming caller is told there will be a survey after the transaction is completed. When the agent hangs up, the call is transferred to another IVR app (as you surmise) which asks the questions and the caller responds by pushing keypad numbers or speaking. I see that he has an IVR so that will need to be involved with the call as soon as the vector hands it off until the caller hangs up. An overview would be the vector hands the call to the IVR, the IVR announces the upcoming survey, routes the call to an agent and monitors the call, agent hangs up and the IVR transfers the call to the survey, caller participates or hangs up. __________________ Marty Retired Avaya DSIC tech

December 7th, 2007, 02:37 PM	#6 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	Re: Vectoring Challenge This is tough because the IVR has no way to monitor the call status. Right now the call goes into the IVR, and when someone opts out the IVR sends the call to a VDN. The VDN points to a vector which queues to the agents. I was hoping to have the vector transfer back to the IVR for the survey when the agent hangs up. However if the vectoring stops when the call is answered that pretty much cuts the vector out as an entity that can send the call back to the IVR.

December 7th, 2007, 11:24 PM	#7 (permalink)
martinyoung Moderator Join Date: Dec 2005 Posts: 1,401	Re: Vectoring Challenge Interesting setup you have. I am used to seeing the IVR as the last point in call handling before the agent gets the call. That way the agent gets a screen pop from the IVR. Even if the IVR was monitoring the call that would end when the vector drops it. Unless Al has found a way to automate your survey, I don't think you can without reconfiguring your call flow. __________________ Marty Retired Avaya DSIC tech

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December 8th, 2007, 07:29 PM	#8 (permalink)
colt45 PBXtech SILVER 25+ posts Join Date: Dec 2004 Posts: 80	Re: Vectoring Challenge Actually, we use this setup in our call center. The IVR will need some programming. The vector command is "Converson on Skill xx". Let me check my switch and I'll get back with you on Monday.

February 11th, 2008, 02:03 AM	#9 (permalink)
chrisjv Join Date: Oct 2006 Posts: 2	Re: Vectoring Challenge I found the following in the call centre 3.1 document. About VDN Return Destination The VDN Return Destination feature allows an incoming trunk call to be placed back in vector processing after all parties, except the originator, drop. This feature is activated through switch administration of the VDN form. This feature is included in the Avaya Contact Center Deluxe package and the Avaya Contact Center Elite package. A field on the VDN form allows the user to enter a VDN extension as a Return Destination. In this section, the VDN which has the Return Destination field administered will be called the VDN with this feature active. The Return Destination VDN (the one specified in the new field) will be referred to as the Return Destination. Every incoming trunk call that is processed through a VDN with this feature active will be placed back in vector processing when all parties on the call, except the originator, drop. For this feature, the originator is the incoming party that originated the call at the time the call entered the VDN with this feature active.

February 14th, 2008, 10:40 AM	#10 (permalink)
2wire PBXtech SILVER 25+ posts Join Date: Oct 2004 Posts: 40	Re: Vectoring Challenge Chris, I was just about to post that myself. We do have it set up at my company that way. VDN redirect is the way to go. Do not forget to add the adjunct link needed to be back to the IVR for the survey. The adjunct link is step 2 in our vector. good luck 2wire

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