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Old 04-17-2015, 04:31 AM
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marzahn marzahn is offline
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Solution Delivered 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
__________________
Thank you,
Bill Marzahn
Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)

Last edited by marzahn; 04-17-2015 at 04:35 AM.
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