Hi
I'm trying to visualise a call flow within my organisation. Our system is very complex, covers different geographic locations, and generally has lots of stuff going on.
For those unfamilar with how the Avaya system routes calls, it goes like this:
VDN: Vector Directory Number - these link to vectors
Vector: These contain 100 lines of logic that tell the call where to go next (route to number between certain hours, play an announcement, wait x number of seconds with music, etc. and can link to other vectors)
Skills: hunt groups that are configured as skill sets. You assign these to agents.
Agents: The people taking calls. The skills denote what types of calls they take.
I had an interesting call from one of our users saying that one of their agents they are responsible for received a call that didn't have a whisper in front of it (something like "this is an incoming customer call" before the call is delivered automatically) - they told me it was against a skill of a certain number.
So I check out this skill and find out its usage. It's used bu two vectors. One of these vectors seems to be out of service as no VDN's link to it. However, one of the vectors is linked to by 8 other vectors, and one of those vectors is also linked to by 8 vectors... And somewhere beyond that is the original VDN.
There is no way to say to the system - show me the paths a call might take to get to this skill (turns out in the end there are only 2 ways to get to it).
I'm thinking of programming something to make it easier for people, like myself, to support users in very complex call handling situations.
Trouble is I think I'd be replicating features built in to the Avaya system that we have, and that perhaps if I spent £10k on some software, I'd be able to produce 'reports' that might be able to do the same sort of thing for me.
If this doesn't exist, how do you think would be best to structure the data?
Something like this perhaps:
VDN (Name, Extension)
VDN_Vector (VDN -> Vector)
VDN_Skill (VDN -> Skill)
Vector (Name, Extension)
Vector_Vector (Vector -> Vector)
Vector_VDN (Vector -> VDN)
Vector_Skill (Vector -> Skill)
Skill (Name, Extension)
Agent (Name, Extension)
Agent_Skill (Agent -> Skill)
