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Emergency Vector Reroute to Answering Service

Jeremy Boilard
Updated

Problem Statement

During a temporary network or site-impacting issue, help desk calls must be routed immediately to an answering service instead of queuing to agents through the normal call center vector path.

Impact

Inbound calls to the affected help desk VDN bypass the normal agent queue and are sent directly to the answering service until the emergency change is removed. This prevents callers from being held in a queue when agents or network resources may be unavailable.

Alarm

No alarm was associated with this issue.

Troubleshooting Steps

  1. Identify the affected DID/VDN and the associated call vector in Avaya Aura Communication Manager.
  2. Display the current vector using a command such as `display vector <vector-number>` and capture the current configuration before making changes.
  3. Confirm the normal routing logic. In the source case, the vector normally started with a short ringback wait, then checked service hours and staffed agents before queueing to the help desk skill.
  4. Identify the answering service step in the vector. In the source case, the answering service route was at step 15.
  5. Apply the emergency reroute by changing step 1 to an unconditional goto statement that sends calls directly to the answering service step. Example: `01 goto step 15 if unconditionally`.
  6. Display the vector again and verify the emergency change is present at step 1.
  7. Place a test call to the affected DID/VDN and confirm the call routes directly to the answering service.
  8. When the network or site issue is resolved, restore the vector to its normal operation. In the source case, step 1 was returned to the original short wait/ringback behavior before the normal service-hours, staffed-agent, queue, and voicemail logic.
  9. Place a final test call and confirm normal call routing has resumed.
  10. Document the before-and-after vector state and close the maintenance activity after confirmation from the requester or operations team.

Resolution

The emergency routing change was implemented by modifying the first vector step to route unconditionally to the answering service step. After the network issue was confirmed resolved, call routing was returned to normal operation and the ticket was closed.