Collect digits while queuing?

[Ben Taylor]

Hi,

I'm trying to get the following to work on Avaya.

VDN: 610000

Vector: 610

wait-time 1 sec hearing silence
adjunct routing link 2
collect 1 digits after announcement 1000 for none
goto step 10 if digits = 1
goto step 11 if digits = 2
...


I have a simple routing strategy on VDN 61000 that targets an agent.

When the agent is ready the call is delivered fine, however if the agent not-ready and the announcement starts playing it won't deliver the call when the agent goes ready.

I've tried just playing the announcement without the collect digits and that works as expected.

Has anyone got something like this to work??

Cheers,

Ben

[Fra]

Hi Ben,
two things to check:

1. the rest of the vector commands after the "goto to step 11"
2. your strategy: how do you select the agent? is there any waiting time? can you eventually post the URS logs?

Fra

[Ben Taylor]

Turns out it isn't possible if you want to use an announcement type of integrated music...

Genesys can't route the call during collecting digits, have to pass control back with another adjunct after the digits have been collected.

[Fra]

Right, I had not noticed that 
Either you move the collect digits up before the adjunct - but in that case that will be done whether the agent is ready or not, or in your strategy, if the target is not ready, route the call to another routing point whose vector plays the collect digits 

Hope it helps

Fra

[Ben Taylor]

Hi Fra,

You, you just need to have an extra adjunct step after the collect digits:

wait time 1 sec
adjunct routing link 2
wait time 1 sec (you also need this or it doesn't work!!)
collect digits...
adjunct routing link 2

Problem being that while the announcement is playing for the collect digits Genesys cannot route the call. This basically means that if an agent goes ready while caller 1 is listening to the announcement then caller 2 will get routed ahead of them... 

Never mind!

[Fra]

I would never do that, two adjuncts on the same link in the same vector. Adjunct command means the switch says "hey Genesys, gimme a destination, where would you like me to route the call to?"; when T-Server sends the RouteCall back, the call should be routed out by the switch itself and the second adjunct would be skipped. As I said in my previous message, if the collect digits is necessary no matter wether or not the agent is ready, I'd better do:
VDN 1, Vector 1
wait time 1 sec (hearing ringback)
collect digits
adjunct routing link x
wait 5 secs
route-to or queue to [i]some backup objects[/i]

On Routing Point 1
Strategy queuing for 3 secs for your target, if times out, route to Routing Point 2

VDN 2, Vector 2
wait time 1 sec (hearing ringback)
..
adjunct routing link x
..

and the genesys strategy on it would depend on what your goal is.

Playing a collect digits and routing at the same time doesn't sound so good, would you interrupt the collection to transfer the call to an agent?? Either you wait for it to be done or you do it just in case the agent is not ready. In the latter case, you move the collect digits from vector 1 to vector 2.

Hope I was clear and it helps.

Fra

[pat]

Hi,
I agree with the statement about avaya waiting for an answer from Genesys following an adjunct and the fact that it is not clean to make two requests for the same call at the same time. Instead of using 2 DN and routing from one to another, I would just make Genesys close the first adjunct request using an "exit" function on the strategy if no agent is available, and then make Avaya do the dtmf collection followed by another adjunct to request genesys routing. On Genesys strategy I would add a "If" statement based on a counter that increments at each passage. If you already passed once and if no agent is available, then you do not go to the exit again and just do anything else (use the collected digits -CED function- to have another skill involved for instance).

Pat

[Fra]

If you exit the strategy, the second adjunct will trigger a new instance of the strategy - the counter can't be used.

[pat]

use attached data for the counter, you can have as many adjunct/exit as needed to adapt your strategy at each new adjunct step of the vector, read collected digits, search for targets -for instance- accordingly ... this way you can do a simple IVR using avaya vector and genesys routing depending on customer interactions.

[mike kamlet]

Why exit the strategy??  The strategy can have the call bounce from VDN to VDN and continue running.  Even if you are collecting digits (or playing a forced announcement), URS knows it can't route if there isn't an active ajunct route step (you'll get state of call not good for routing).

[pat]

the idea ot the exists is
- To have only one system, Genesys or Avaya controling the call at one time thus you always know at which step of your call flow you are, otherwise you never know on Genesys side at which vector step you are, you don't get the last CED, .... And on Avaya vector side, you never know when Genesys will interrupt the vector and route.
- To use only one DN on Avaya and not multiple DNs (it can help for instance if you want to use avaya reporting CMS and have real time indication of the calls in queue on only one object) ... it is also easier to administer.