payton

Have a G3 v6 and set up hunt group 4 ext 5929, with 3 members. Yes to ACD, Queue, and Vector. Redirect on no answer is set to 3 and redirect to VDN 4000. VDN 4000 is pointing to Vector #4. Vector 4 says this...
1.GOTO STEP 21 IF STAFFED AGENTS IN SPLIT 4 > 0
2.GOTO STEP 17 IF TIME OF DAY IS ALL 18:00 TO ALL 07:00
3.GOTO STEP 17 IF TIME OF DAY IS FRI 18:00 TO MON 07:00
4.WAIT TIME 2 SECONDS HEARING RING BACK
5.ANNOUNCEMENT 5931
6.QUEUE TO SPLIT 4 PRI M
7.WAIT TIME 30 SECONDS HEARING MUSIC
8.ANNOUNCEMENT 5932
9.WAIT TIME 60 SECONDS HEARING MUSIC
10.ANNOUNCEMENT 5933
11.WAIT TIME 60 SECONDS HEARING MUSIC
12.WAIT TIME 60 SECONDS HEARING MUSIC
13.COLLECT 1 DIGIT AFTER ANNOUNCEMENT 5934
14.ROUTE TO NUMBER 5398 WITH COV Y IF DIGIT = 1
15.GOTO STEP 12 IF UNCONDITIONALLY
16.STOP
17.DISCONNECT AFTER ANNOUNCEMENT 5935
18.STOP
19.ROUTE TO NUMBER 5398 W COV Y IF UNCONDITIONALLY
20.STOP
21.DISCONNECT AFTER ANNOUNCEMENT 5937

All the 593* numbers are on my announcement cards.
Now...
When i dial internally 5929, it ring a ling lings forever. When i dial 4000 i get my vector and it processes fine with music and anncments.
The whole time the 3 stations never ring.
Im going nuts here...anything i could do? if need more info let me know.

ahays

I'm a bit confused. The result of your first step says "Play announcement 5937 and then disconnect the caller if anyone -IS- logged into Split 4." Was this your intent?

Also, there is scant (read: zero) information regarding the other vector. The agents ARE logging in, yes?

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

Logix

Ok – If I remember right , the Redirect on no Answer feature will only redirect
the call once it has physically rang an available agent for 3 rings – So if your call is
not getting to an available agent, it will not redirect – It will just ring and ring (In the Queue). You can check this by turning “Queue” off – You should get engaged –
(This feature is designed to redirect calls that have been placed at an available agents phone – And are not answered within the pre-defined ring time)

So what you will find , is that either “ No-one is logged in and available" (probably in ACW or Busy)

If either of these is true and Queue is set to yes - then your call will be ringing in the ether somewhere
This is what you are getting when you dial the HG number

Now – what I would do is this

Assuming you want your Main number to be 4000
Change vec 4 to:


1. WAIT 1 SEC HEARING RING BACK
2. GOTO STEP 19 IF TIME OF DAY IS ALL 18:00 TO ALL 07:00
3. GOTO STEP 19 IF TIME OF DAY IS FRI 18:00 TO MON 07:00
4. Change VEC 4 to GOTO STEP 23 IF STAFFED AGENTS IN SPLIT 4 < 1
5. QUEUE TO SPLIT 4 PRI M
6. WAIT TIME 2 SECONDS HEARING RING BACK
7. ANNOUNCEMENT 5931
8. QUEUE TO SPLIT 4 PRI M
9. WAIT TIME 30 SECONDS HEARING MUSIC
10. ANNOUNCEMENT 5932
11. WAIT TIME 60 SECONDS HEARING MUSIC
12. ANNOUNCEMENT 5933
13. WAIT TIME 60 SECONDS HEARING MUSIC
14. WAIT TIME 60 SECONDS HEARING MUSIC
15. COLLECT 1 DIGIT AFTER ANNOUNCEMENT 5934
16. ROUTE TO NUMBER 5398 WITH COV Y IF DIGIT = 1
17. GOTO STEP 13 IF UNCONDITIONALLY
18. STOP
19. DISCONNECT AFTER ANNOUNCEMENT 5935
20. STOP
21. ROUTE TO NUMBER 5398 W COV Y IF UNCONDITIONALLY
22. STOP
23. DISCONNECT AFTER ANNOUNCEMENT 5937


Description –

1.Best practice ring step

2 / 3 : Check office is open – If it is closed , Route to closed message and disconnect
(I have moved these as it is best to decided if office is open before going any further)

4. - Like “ahays” mentioned I think it should be 4<1 not 4 > 0 (not sure on intent either so this may be wrong. I have written it as –“If no-one is staffed (Logged-in 4) users will be played a message then disconnected.

If the call flows to step 5 then we know the following to be true:

1. The office is open
2. There are people staffing the phones

5 -14. Queues calls to split 4 for a long time hearing messages and music

15 .Gives them the get-out option


Ok so what happens if the call goes to agent 5678 – who is available but has decided
To go round the corner for a cup of coffee.
Well – that’s where the VDN redirect comes in. If you set it to redirect to VDN 4000
On 3 rings (Yes that is correct , the same VDN) , then after 3 rings agent 5678 will be
Shut into ACW mode , and the call will go back to the top of the Vector to find another available agent – (Note this should rarely happen in a well managed call center – sort of catch all)

You probably have staffed agents i.e logged in , but not "Auto-in".

This would explain why when you call your HG number it just rings and rings, and also why when you dial 4000
It flows through the steps because you have "Staffed agents 4 > 0" i.e greater than 0

So try above - the number to call is 4000 – Should work but no guarantees – Just ran through this quickly, and not even sure if it meets you requirements.

Hope it helps

nexSIP

Looks like an emergency skill.