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Avaya Vectoring and on-hold music

Posted on 2014-01-15
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Last Modified: 2014-01-17
Hi,
We have a need to change our call center vector so that it plays a series of 4 announcements twice then plays music for the remainder of the on-hold time.  

Thank you for any assistance,

Our vectior currently looks like the following:

Wait-time 2 secs hearing silence (not sure why)
goto step 7 if time-of-day is all 17:00 to all 09:00
collect 10 digits after announcement xxx
queue-to split xx pri M
announcement xxx
wait-time 10 secs hearing music
queue-to split xx pri h
announcement xxx
wait-time 10 secs hearing music
announcement xxx
wait-time 20 secs hearing music
announcement xxx
goto step 5 if unconditionally
stop
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Question by:symigeek
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by:JRSCGI
JRSCGI earned 500 total points
ID: 39786139
One way to do what you mention is to simply repeat the steps 5, 6, (announce wait), 8,9, 10, 11, 12, and add one more wait time before the second round listed here above, and then finish the double playing of the messages with just "hearing music" (remove the current goto loop unless you want some additional announcement as a reminder every xx seconds).

You don't need the wait time at the top unless there is a problem with the trunk audio cutting in a bit late and people were missing the start of the first announcement.

However, some of the rest of the vector don't make sense without context.  It may do exactly what you want, but it is hard to tell.  For example, is the first split mentioned a different split than the second one?  As written, calls only queue to the first split for 10 seconds before going to the second split.  This means during the day, this first split is no longer going to get any queued calls after 10 seconds, they now moved on to the second split, which appears to be used after hours as well as after 10 seconds in queue.  Unless they are really the same group, and it is only to change priority.
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Author Comment

by:symigeek
ID: 39787029
I will have to check on the entry at the top and see what happens when it is removed. As it pertains to the splits; they are the same, we created those entries last year when we put a temporary overflow group in.  They were different queues back then and we just left it in place incase we need to use it again the config is there and we would just need to change one of the splits.  

Thanks for the information, How would I add the reminder so that an announcement would play every 5 minutes or so?

J
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by:
JRSCGI earned 500 total points
ID: 39787132
At the end of the sequence you would put in:
a.      announcement xxx
b.      wait-time nn seconds hearing music
c.       goto step  <a.> if unconditionally  (whatever numbered step it turns out to be)
d.      stop

This continues a cycle of music, reminder announcement (every nn seconds), music, etc. until the call is answered by the split or the caller hangs up.

Do you have the attached manual on vectors?
Avaya-Vector-programming.pdf
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Author Comment

by:symigeek
ID: 39788886
That's great!  Thanks so much for the help and the manual.  I didn't have it.
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Author Closing Comment

by:symigeek
ID: 39788896
This is awesome! I didn't think that I would get and answer that worked for what we are trying to accomplish so quickly.  Thank you very much..
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