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Old 07-29-2014, 01:41 PM
kjvargo kjvargo is offline
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Default DID to Hunt back to DID Voicemail

Hi all,

Looking for a lending hand. We use an Intuity Audix system and Avay G650s with ASA version 5.2.

We'd like to create four skill groups with ~6 folks in each. Everyone has agent ID's and DID lines. The end result, which I can't get to, should look like this:
  1. Call comes in to DID/VPN line 1234.
  2. The user is logged in but doesn't answer
  3. Via a coverage path to a vector, the call routes to skill 1
  4. None of the other 5 people in skill 1 answer the call
  5. The call routes to the voicemail account for original station (DID/VPN) 1234

We don't want to use a general mailbox and we don't want the call routing to another other skills. We also want the calls to route to the originating DID number (i.e. if they call 6789, the same process occurs, but routes to the voicemail for 6789).

So far I have the hunt group created, converted a DID station to a VDN and setup the vector to route the call to the skill. I used "route-to number 1234 with cov Y if unconditionally. I feel like that route never occurs though after leaving the vector for the hunt group.

Any suggestions?

Thank you

Last edited by kjvargo; 07-30-2014 at 08:59 AM.
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  #2  
Old 08-01-2014, 11:29 AM
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marzahn marzahn is offline
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Solution Delivered

Quote:
Originally Posted by kjvargo View Post
Hi all,

We'd like to create four skill groups with ~6 folks in each. Everyone has agent ID's and DID lines. The end result, which I can't get to, should look like this:
  1. Call comes in to DID/VPN line 1234.
  2. The user is logged in but doesn't answer
  3. Via a coverage path to a vector, the call routes to skill 1
  4. None of the other 5 people in skill 1 answer the call
  5. The call routes to the voicemail account for original station (DID/VPN) 1234
Thank you
Yes, I coiuld come up with a way to make this happen, But I would not recommend it. Are you sure that you want the caller to wait through all that ring tone? Let's see . . . six agants times 3 rings each is 18 rings. 18 times 3.5 seconds is potentially 63 seconds of ringing before getten to voice mail. At first glance this looks like trying to fix a management issue with technology. IMHO that is never a good plan.

Why don't you just use the route on no answer (RONA) capability that has been built into Definity through CM for years. I can help but we have a bit of ground to cover first I think.
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Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
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  #3  
Old 08-01-2014, 12:12 PM
kjvargo kjvargo is offline
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Thanks, marzahn. Regardling the call longevity, I was hoping that:
  1. a customer calls a users DID line
  2. it rings three times at that users desk and isn't answered
  3. the call then routes to an agent in a skill three times
  4. If that agent doesnt answer, the call routes to the voice mail account on the oringal user (the DID in step 1).
Essentially the caller would hear 6 rings total.

We are trying to solve a business problem (management I guess we could say). Basically a group of folks talk to customer directly. Sometimes those customers call back to us - to a specific person. If that person is out, or on vacation, we still want to have someone take the call and by someone, I mean someone who has the same skill set and knowledge. However, if another agent isn't avaialble, we want it to go to the original agents voicemail. Not a group mailbox.

Hope this makes sense - thanks again.
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Old 08-13-2014, 06:13 AM
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marzahn marzahn is offline
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Solution Delivered

Quote:
Originally Posted by kjvargo View Post
Thanks, marzahn. Regardling the call longevity, I was hoping that:
  1. a customer calls a users DID line
  2. it rings three times at that users desk and isn't answered
  3. the call then routes to an agent in a skill three times
  4. If that agent doesnt answer, the call routes to the voice mail account on the oringal user (the DID in step 1).
Essentially the caller would hear 6 rings total.

We are trying to solve a business problem (management I guess we could say). Basically a group of folks talk to customer directly. Sometimes those customers call back to us - to a specific person. If that person is out, or on vacation, we still want to have someone take the call and by someone, I mean someone who has the same skill set and knowledge. However, if another agent isn't avaialble, we want it to go to the original agents voicemail. Not a group mailbox.

Hope this makes sense - thanks again.
Sorry for the late reply. But things got crazy here with the vacation schedule as it is. To make this work you would need to change the user's DID into a vector directory number (VDN) and use vector processing to do this. But before I suggest doing anything like this could you enlighten me as the to business requirement you are trying to meet? There may be a better way.
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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)
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  #5  
Old 08-26-2014, 08:41 AM
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marzahn marzahn is offline
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Unhappy The Basic Problem with This . . .

Quote:
Originally Posted by kjvargo View Post
Thanks, marzahn. Regardling the call longevity, I was hoping that:
  1. a customer calls a users DID line
  2. it rings three times at that users desk and isn't answered
  3. the call then routes to an agent in a skill three times
  4. If that agent doesnt answer, the call routes to the voice mail account on the oringal user (the DID in step 1).
Essentially the caller would hear 6 rings total.

We are trying to solve a business problem (management I guess we could say). Basically a group of folks talk to customer directly. Sometimes those customers call back to us - to a specific person. If that person is out, or on vacation, we still want to have someone take the call and by someone, I mean someone who has the same skill set and knowledge. However, if another agent isn't avaialble, we want it to go to the original agents voicemail. Not a group mailbox.

Hope this makes sense - thanks again.
I don't see a way to do this as stated. The problem here is that you cannot go to cover twice on the same call. Otherwise you could cover to a VDN and have a vector send the call back to voicemail after checking for an availabe agent.

Instead once the call goes into a split, it must be taken by an agent. If there are insufficient agents to handle the call traffic well . . . that is not really your problem is it? Failing to find an agent the call must go to the voice mail serving that split. There is no other option I can think of.

Are there any other-better ideas out there??
__________________
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)
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  #6  
Old 08-26-2014, 08:52 AM
kjvargo kjvargo is offline
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Thanks, Bill. That is kind of what I was thinking. The business case is pretty simple. We want the caller to talk to the person they typically deal with, but when they can't, we want to offer other agents that can help. If no one picks up we prefer the call to go to the original agent's voicemail. I may just be out of luck here.
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Old 09-03-2014, 06:58 AM
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Solution Delivered "I may just be out of luck here."

Quote:
Originally Posted by kjvargo View Post
Thanks, Bill. That is kind of what I was thinking. The business case is pretty simple. We want the caller to talk to the person they typically deal with, but when they can't, we want to offer other agents that can help. If no one picks up we prefer the call to go to the original agent's voicemail. I may just be out of luck here.
Yes I do believe there is no way to do this. However Avaya presents a moving taget. So where there is sufficient interest, they do add new things. On the other hand, the person reviewing the split's voice mail can forward any particular message to anyone on your switch. Does that help?
__________________
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)
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