Playing announcements in the IRD strategy independent of the Target timeouts

[ADB]

Hi,

Due to customer request, I like to play all the announcements in the IRD strategy independent of the Target timeouts.
Routing reference manual version 8.0 (page #355) says that I can set all the busy treatment timeout that is independent of the target timeouts. For example, we may wish to use the same Busy treatments for two or more Target Selection objects and may be until the call is answered.

Assume you have three target selections connected to the red port, with the timeout for each target selection set at 10 seconds (10 x 3 = 30). Assume also
that you have two Busy treatments. The first one is 20 seconds and the second one is 10 seconds (20 + 10 = 30).
To make the Busy treatment timeout independent of the target timeout, you must set the time-outs for all Busy treatments in the first Target Selection object and not set any treatments in subsequent Target Selection objects.


The following are the VDNs 5542 Vector 301 is loaded) on which main strategy is loaded. A music treatment VDN 5353 (vector 301) and 5354 (vector 301) treats the call.

My question is: Can this be done? I tried it but does not work!
Also curious how to repeat the treatments in the target block for ever until the call is answered?

VDN 5542 (English):
VECTOR DIRECTORY NUMBER
Extension: 5542
Name: vdn
Vector Number: 301
Attendant Vectoring? n
Allow VDN Override? n
COR: 1
TN: 1
Measured: internal
Acceptable Service Level (sec): 20
Service Objective (sec):
VDN of Origin Annc. Extension:
1st Skill:76
2nd Skill:
3rd Skill:
Var Description Assignment
V1 Backup Routing 3333
V2
V3

Vector on the above VDN 5542

Vector:301
1. wait-time 2 secs hearing silence
2. adjunct routing link 17
3. adjunct routing link 18
4. goto step 16 if staffed-agents in skill 1st < 1
5. announcement XXXX (15 sec)
6. wait-time 35 secs hearing music
7. announcement XXXX (15 sec)
8. wait-time 2 secs hearing silence
9. Leave Empty Line
10. Leave Empty Line
11. Leave Empty Line
12. route-to number V1 with cov n if unconditionally
13. Leave Empty Line
14. Leave Empty Line
15. stop
16. wait-time 2 secs hearing silence
17. route-to number 5901 with cov n if unconditionally (Message Center for default routing)
18. disconnect after announcement YYYY(Please call us back message)
19. stop

Default vector on the VDN 3333:
1. wait-time 2 secs hearing silence
2. adjunct routing link 17
3. adjunct routing link 18
4. wait-time 10 secs hearing music
5. Announcement 2152 (English for 10 seconds)
6. wait-time 15 secs hearing music
7. goto step 11 if staffed-agents in skill 1st < 1
8. queue-to skill 1st pri m
9. wait-time 10 secs hearing music
10. stop
11. route-to number 5901 (message center) with cov n if unconditionally
12. stop
13. disconnect after announcement XXXX

[cavagnaro]

Well I have done this with an Alcatel OXE and worked fine. All busy treatments were only on first target object and the consecutives didn't have the option enabled. So the apply treatment was handled only at the begging and the target objects were not interrupting (ApplyTreatment) it as there was no new order each time it changed.
By default it played guide#1 and then #2 and then #1 again and so on.
Maybe some URS logs could help

[René]

Hi,

It's definitely possible. I've done this years ago and it worked as a charm

Do you hear even first prompt or it fails completely?

R.

PS. Line 4 in the vector 301... Are you really mixing Genesys and Avaya routing? It's not good things IMHO...

[ADB]

Finally I made it possible.
Here is what I did.

1) Created a treatment vectors/VDNs (5353) like vector# 302.
2) Created additional Announcement vector/VDN 5355 (announcement) and 2199 (music)
3) Cleared all the busy treatments from the strategy
4) Listed the treatments 5353, 5355, 2199 as IVR treatments in the Busy tab of the first target block.
5) Unchecked the "clear target" box on the Target Selection tab of the Target block. This is key. It should be done on all the target blocks including the last target as well. ( This is what I was missing last time)
6) Now it works like a gem. The treatments are repeated on all the target blocks until the call is answered by the agent.

Please let me know if any one needs further explanation:


VDN 5342 (main Strategy) on which vector 301 is loaded.

The following VDN 5353 (music and announcement vector):302

1. wait-time 2 secs hearing silence
2. adjunct routing link 17
3. adjunct routing link 18
4. goto step 16 if staffed-agents in skill 1st < 1
5. announcement XXXX (15 sec)
6. wait-time 35 secs hearing music
7. announcement XXXX (15 sec)
8. wait-time 5 secs hearing music
12. route-to number 5352 with cov n if unconditionally  -- default routing
15. stop
16. wait-time 2 secs hearing silence
17. route-to number 5901 with cov n if unconditionally (Message Center for default routing)
18. disconnect after announcement 2150 (Please call us back message)
19. stop

5355 Announcement VDN Vector

01 wait-time    0  secs hearing silence
02 adjunct      routing link 17
03 adjunct      routing link 18
04 announcement 16102
05 wait-time    5  secs hearing silence
06 route-to    number 5352 with cov n if unconditionally
07 stop                             

2199 Music VDN vector

01 wait-time    0  secs hearing silence
02 adjunct      routing link 17
03 adjunct      routing link 18
04 wait-time    300 secs hearing music
05 wait-time    5  secs hearing silence
06 route-to    number 5352 with cov n if unconditionally
07 stop

VDN 5352 Vector (Default Routing) - May use the surviving router in the LDS environment to re-route the calls thorugh the surviving router. If  Genesys is down completely, use Avaya default routing.

01 wait-time    2  secs hearing silence
02 adjunct      routing link 17
03 adjunct      routing link 18
04 wait-time    21  secs hearing music
05 queue-to    skill 1st  pri h  - Default route through Avaya
06 wait-time    5  secs hearing music
07 announcement 16102
08 wait-time    10  secs hearing music
09 stop