Problem routing to an external # via vector step

[richa164]

Ok i think i have the solution to your issue , instead of the way you have it set up try

route to number xxxxx with cov y if digit =5

Instead of the way you are trying to do it , i think your way would need the route to step to be directly underneath the collect statement.

I reckon that will work

[marzahn]

Build Your Tests in a Non-Production VDN/VEC Set.

Hey Joe,

I should have said this before . . . my bad!

When making a change in the production system, it is good proctice to make a copy of the vector and point to it with a non-DID (internal) VDN. That way you can mess with it to your hearts content without causing an issue.

So set it up like this . . .

01 wait-time 0 secs hearing ringback
02 goto step 12 if staffed-agents in skill 10 < 1 {[You could also set up a new split with no agents to speed this up.]}
03 # Q calls at MEDIUM Priority
04 queue-to skill 10 pri m
05 announcement 5707
06 wait-time 10 secs hearing music
07 # BP Xfer announcement and
08 Collect 1 digits after announcement 5744
09 goto step 12 if digits = 5
10 wait-time 5 secs hearing silence
11 goto step 7 if unconditionally
12 route-to number 5780 with cov y if unconditionally
13 stop
================================================== =

This will also make your trace and event list more productive as you will not be counting other normal work activity on the production VDN and VEC with your test data. Let's see what that looks like. Okay?

[ssmokinjoe]

Hello Bill and Richa,
I have verified that the COR on the VDN is setup correctly. I performed the following tests:

I called into the call center from my extension and rather than use the virtual extension, I used the toll-free number; that call went through without a hitch. Then I called into the call center using my mobile phone and after pressing "5" the call drops.

When I use the virtual extension the call process seems to get stuck when going to step 20 which is the transfer out to the toll free number.

The reason I have the steps in the beginning of the vector is so that I can test it quickly without having to listen to all of the announcements. This is on a live system so my window is limited. I pretty much inherited this system and have learned most of what I know from helpful folks like you and some vendors I have a good relationship with. You have no idea how much I appreciate your taking the time out to help me with this issue. This options will allow our callers to be transferred to another service we have so that they will not have to wait in queue so long.

I am going to try to create a Testing VDN/Vector that will have the same steps as the one I am trying to get working so as to be able to test this better.

Number: 22 Name: MSC_Announcemen
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? n 3.0 Enhanced? n
01 wait-time 2 secs hearing silence
02 collect 10 digits after announcement 5733 – {{sends input digits to agent}}
03 queue-to split 10 pri m
04 # Annc for BP Xfer
05 Collect 1 digits after announcement 5744 – {{1 choice given}}
06 # Step for BP Xfer
07 goto step 20 if digits = 5
08 wait-time 2 secs hearing silence
09 announcement 5707 – {{these are just informational annc and change from time to time}}
10 wait-time 10 secs hearing music
11 announcement 5708
12 wait-time 10 secs hearing music
13 announcement 5743
14 wait-time 10 secs hearing music
15 announcement 5709
16 wait-time 20 secs hearing music
17 announcement 5711
18 wait-time 2 mins hearing music – {{we were getting complaints about repeating annc and were asked to play music longer}}
19 goto step 4 if unconditionally
20 route-to number 5780 with cov y if unconditionally
21 stop


EVENTS REPORT

Event Event Event Event First Last Evnt
Type Description Data 1 Data 2 Occur Occur Cnt

31 Dial-ahead discarded 22/12 33FD 04/06/17:53 04/17/15:27 15
31 Dial-ahead discarded 22/13 27F6 04/11/11:07 04/17/13:14 5
31 Dial-ahead discarded 22/7 26FA 04/13/08:42 04/17/13:03 12
31 Dial-ahead discarded 22/9 2BAF 04/15/11:42 04/17/13:54 3
31 Dial-ahead discarded 22/14 1AFE 04/16/11:29 04/17/10:55 7
81 No digits collected 22/7 2D7A 04/16/15:37 04/17/14:14 26

[richa164]

I agree Bill missed the fact you stated virtual , indeed as you state this will not consume a licence , but the cor of the vdn/virtual station could still cause the dialling out to be affected.

[marzahn]

Possible Disadvantages?

Bills method will work as desired , the only disadvantages are that it consumes a station licence and with your route to statement having coverage Y , it will leave vector processing ,in this scenario if the route to number is busy the call will drop , the original method you tried will retain the call in the vector and you can process to further steps in the vector.

Hi Richa good to have you join the discussion. This is turning into quite a lively one.

May I offer these comments. You may not have noticed that I recommented a virtual extension. Plese see attached.

These do not use a station license as no port is required. Also I have never found that this method produces call blocking unless, of course, all trunk group (TG) members are already in use. Does this help?

[richa164]

What about the COR on the vdn , is that restricting via toll tables or something ??

Dial the VDN from your station and list trace your station and post the results.

[richa164]

Bills method will work as desired , the only disadvantages are that it consumes a station licence and with your route to statement having coverage Y , it will leave vector processing ,in this scenario if the route to number is busy the call will drop , the original method you tried will retain the call in the vector and you can process to further steps in the vector.

But what ever works best for you.

[marzahn]

A Few Suggestions...

Joe:

Let's tackle the main question first. Then a few details.



First, that route-to should work. However I don't know wha't going on in your switch. And the vector needs work. There are two diaglostic tools that I regularly use on vectors . . .

1. I start with the "display events" command and select the vector This tells you if the vector is at fault.
2. Next I would use run: "list trace station 5780" in the emulator to see what happens when vector processing tries 5780.
3. If that does not would you can also use "li tra vdn 9999" where "9999" = the VDN for vec 22. This lets you watch the vector processing in its entirety until the route-to command runs.

If you want to figure this out yourself, try running through the above before you look at my comments below.
================================================== ==========
01 wait-time 2 secs hearing silence
02 collect 10 digits after announcement 5733 . . . . . . . . {[This is not doing anything--remove or comment]}
03 queue-to split 10 pri h . . . . . . . . . . . . . . . . . . . . . . .{[I usually recommend a pri of "m" so you can escalate later if needed. A RONA vector is a good example.]}
04 # Annc for BP Xfer
05 Collect 1 digits after announcement 5744 . . . . . . . . .{[How many choices are there in this announcement/menu?]}
06 # Step for BP Xfer
07 goto step 19 if digits = 5 . . . . . . . . . . . . . . . . . . . . .{[I would insert a wait-time step here to give the caller a chance to respond. What are these subsequent announcements meant to do?]}
08 announcement 5707
09 wait-time 10 secs hearing music
10 announcement 5708
11 wait-time 10 secs hearing music
12 announcement 5743
13 wait-time 10 secs hearing music
14 announcement 5709
15 wait-time 20 secs hearing music
16 announcement 5711
17 wait-time 2 mins hearing music
18 goto step 6 if unconditionally . . . . . . . . . . . . . . . . . .{[This should goto step 4 as yoiu need to include the collect step for this to work]}
19 route-to number 5780 with cov y if unconditionally
19 stop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . {[surely this is not a second step 19?]}

If I knew what each announcement said, I might have more suggestions. In any case, it might be better to reorder the vector like so:

01 wait-time 0 secs hearing ringback . . . . . . . . . . . . . . .{[ The way I was taught to do this]}
02 goto step 22 if staffed-agents in skill 1st < 1 . . . . . . . {[This insures there are agents to take calls or the calls go to 5780]}
03 # Q calls at MEDIUM Priority
04 queue-to skill 10 pri m
05 announcement 691015
06 wait-time 10 secs hearing music
07announcement 5707
08 wait-time 10 secs hearing music
09 announcement 5708
10 wait-time 10 secs hearing music
11 announcement 5743
12 wait-time 10 secs hearing music
13 announcement 5709
14 wait-time 20 secs hearing music
15 announcement 5711
16 wait-time 2 mins hearing music . . . . . . . . . . . . . . . . {[2 minutes is a pretty long wait time. This may cause some frustration and abandons]}
17 # BP Xfer announcement and
18 Collect 1 digits after announcement 5744
19 goto step 22 if digits = 5
20 wait-time 5 secs hearing silence
21 goto step 5 if unconditionally
22 route-to number 5780 with cov y if unconditionally
23 stop

[ssmokinjoe]

Hi Bill,
That commenting feature is awesome!! I will have to go through my vectors and place a comment where appropriate.. Thanks for that tip..

I made the changes and added what you suggested. I still am losing the call when the option is selected. Am I missing something; I have pated my new vector below for your review.

Vector
Number: 22 Name: MSC_Announcemen
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? n 3.0 Enhanced? n
01 wait-time 2 secs hearing silence
02 collect 10 digits after announcement 5733
03 queue-to split 10 pri h
04 # Annc for BP Xfer
05 Collect 1 digits after announcement 5744
06 # Step for BP Xfer
07 goto step 19 if digits = 5
08 announcement 5707
09 wait-time 10 secs hearing music
10 announcement 5708
11 wait-time 10 secs hearing music
12 announcement 5743
13 wait-time 10 secs hearing music
14 announcement 5709
15 wait-time 20 secs hearing music
16 announcement 5711
17 wait-time 2 mins hearing music
18 goto step 6 if unconditionally
19 route-to number 5780 with cov y if unconditionally
19 stop

5780 is the virtual extension that I created which points to:
Cov pat 28 which points to:
Coverage remote entry 2

If I dial 5780 from a CM phone I get the coverage tone and the call transfers as intended; when I dial into the call center from my mobile phone and press “5” after the announcement the call gets disconnected.

[marzahn]

How to Comment a Vector Step

I understand that you want to add just a comment lines to an existing vector. If that is not right, please let me know.

Since you are up to CM 6.3 Joe, using GEDI, you can comment a line or even a group of lines by entering a hash/pound (#) and pressing enter. Also since CM 5.x you get up to 99 steps and step management that was heretofore only available in the emulation editor. I can tell you that MADE MY DAY!

Let's say you want to add a new comment step in VEC 22 between 14 and 15. Here's how:

1. Press the <F6> key. this pops up the "Edit Vector" dialog.
2. Instead of clicking on the "Comment Line," click on the "Insert before."
3. Place a number in the "box" to the immediate right just like you do the the "Comment Line" selection and press enter.

Now then . . .How cool is that?

But did a answer your question?

[ssmokinjoe]

Sorry for the late reply to your very well documented issue. I had some unavoidable work load and home issues...



15 # "Your Call maybe monitored.........."
16 announcement 691000
17 # Route to Q VDN
18 route-to number 4831 with cov y if unconditionally
19 stop
20 # Routes out to Beacon/Boston, 800-xxx-xxxx
21 route-to number 6680 with cov y if unconditionally
22 stop

Bill, How do I set the description for the commented out line the way you did in the above example? I know that I can comment out a line once a valid command has been entered but not able too otherwise.

Thank you,

Joe

[ssmokinjoe]

Hello Bill,
Thank you for the reply, I hope that the home issue have gotten better.

I am in the process of putting your suggestion in place; I am able to dial the toll-free number from an CM phone. I will put it in place and test it. I will keep you both posted as to my results.

Although I have been doing this job for a while I still have so much to learn.

[marzahn]

No worries Richa!

However, perhaps my last answer will show the benefits of this method.

[richa164]

i was referring to Joe not yourself Bill with the list trace , apologies for any confusion.

[marzahn]

Dialing this number from a local CM station??

"However you seem to have something else going on here can you dial this number from a local CM station??"

This is precicely why I do it this way Richa. You can dial the extension internally. Moreover, if you are on a call you want to forward to this external number, it is quite easy to do so. Did that answer you question?