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Help! How do I create short dials???

Help! How do I create short dials???

(OP)
Hi all,

I was wondering if someone could help me with the above? I'm completely new to this system and we've had no training or exposure to this system at all!

Our sales people are using AAAD client and at the moment they are transferring a lot of calls to on of our 0845 numbers. Is there any better way to do this rather than them having to input the entire number, by either a short dial (so 1000 goes to 0845 xxxxxxxxx) or have the name/number in the transfer drop down box?


Thanks,

Jon

RE: Help! How do I create short dials???

This probably belongs more in the CM or CS1k section. You absolutely can do what you're looking for. AAAD logs into AACC. Avaya Aura Contact Center rides on top of either CM (red) or CS1k (blue - formerly Nortel).

Depending on which one you're using, it might be a bit different, but in CM, you have system wide speed dials you could assign to a key, or to a simple enough star-code. Perhaps in AAAD you have lists your users or supervisors can administer to make that less of a PBX admin function and let it be managed closer to the end users.

You certainly got the first part right: no training or exposure to what you can do is sure to sink you in the long run. Do your absolute best to fix that. Start by talking to your boss and saying "I'm reduced to begging people on forums on the internet how to do the most basic of tasks. For our business and customer experiences to be successful on this platform, we need to be empowered to use it just a little bit."

Feel free to send your boss this forum thread to help hammer that point home :)

RE: Help! How do I create short dials???

(OP)
Thanks for the reply Kyle and I absolutely will be going back to my boss until he's bored of hearing about training! This system has been in the pipeline for a year now, so not like they didn't have time.

We're using the CM, but I don't have a clue where to start looking to create these. Bring back the CS1k, all is forgiven!!!

RE: Help! How do I create short dials???

OK. Let's make some assumptions:
-You're using 9600 sets
-AAAD logs in on the PC and handles the interaction but the actual voice/headset is on the 9600 phone
-You don't mind using the actual phone to make the transfer
-You have access to CM

If you "change abb sys", you'll pull up a table of system-wide speed dials. Enter the number you'd like to call prefixed with whatever you need to get out of your system if needed - say 9 or 0. You can give it a label to say "Sales Department". Say you make it entry #5

Then, if you look at the set programming - for phone 1234 "change station 1234" - in the later pages you'll see what abbreviated dial lists they have, and their key programming. So, if you were to set list 1 to "system" and program a key as "abrv-dial list 01 entry #5".

Were people to just press that key, it would call that number. If they press transfer and then that key, it would transfer to that number.

There seems to be a phonebook function in AAAD as well that could do it through LDAP if you wanted to plug up to Active Directory. Or...have a notepad open and just copy/paste the darned number!

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