A.A. transfer

[vendoman]

Have a client that is a call center and has a MICS with a Flash for voice mail.

They are a call center and they want to answer their callers and then transfer them to a recording to play regarding their services and products.

After the caller hears the announcment they want the caller returned to their telephone.

I was thinking that I could set up another A.A. platform and they could transfer the caller to that then at the end of the announcment it would revert back to the ext. number that I set for the default operator.

The problme is that I do not know of a way to transfer the caller into another A.A. platform once the caller is answered. I could send them to a MB but they do not want the caller to have to press anything to return they just want the call to be transferred back automatically.

Any suggestions?

 

[NETWT]

With out spending a buttload of money you could do this

Trade in the Flash for a CP 100/150 depending on how many people will be taking calls and have the call come back to their phone

Setup a skill set xxxx
have a phone logged in, in the not ready mode
you can use the same phone logged in to all Skill Sets in the not ready mode if you are going to have more than 1

Step 1 - would be the announcement you want them to hear (greeting recording under Call center)
Step 2 - choose distribute, time for 1 second
Step 3 - choose transfer to an Extension (being a MICS Hunt group number xxxx) or the operator extension which ever

Set up a hunt group xxxx in MICS, add the persons Extension that the call is suppose to go back to

Call comes in

Talk
Transfer caller to skill set xxxx
caller hears announcement
caller is then transferred to the Hunt group xxxx or operator

No buttons pressed, simple

 

[vendoman]

We do have access to a NAM 4.1. Will this work with a NAM?

 

[NETWT]

Not sure I never really used minuet
And I have done anything with a nam for a long time

 

[tyredon]

What type of ACD system do you have?
Yes it can work on a NAM if you setup co-resident with either Cynphony or Prelude

 

[RikRodgers]

On a flash, you could use f986 to transfer the caller to an info box. Are you using AA and CCR now?

 

[vendoman]

They are using the both AA and CCR. The flash does not seem to offer an INFO mailbox.

All I need to do is get the call transferred over to lets say AA platform 2 then once the caller hears the AA announcement which could be just the sales message then after the message is over the caller, not making a selection would then hear "One moment please" and be transferred to the default ext. of my choice. Does this sound right?

What I am not sure of is how to transfer the caller back into AA.

 

[vendoman]

What about this using your suggestiong to transfer into INFO mailbox.

Lets say I set up an INFO MB 400. Caller is transferred to this MB, Caller hears info. Now if the MB goes PREV or HOME then I can direct it to lets say AA #2. I can record just 1 sec. of dead air on AA #2 then the caller will be defaulted to the ext. for no action taken or operator.

My concern is that an INFO MB j=usually disconnects the caller at the end of the info.

 

[NETWT]

That would work but the problem is redirecting to AA 2 or CCR 2 with out doing an external transfer.

How about using the NAM you have.
Set up a mail box 400
Transfer caller to MB to here greeting
Under MB options change target attendant (default is operator, change to xxxx)
at the end of the greeting say to be returned to your agent press 0 now.

That, or go with the call pilot if you really dont want the caller to have to press a button.

I know how lazy people are now days with all this technology
Thats why everyone is so FAT these days

By lefting your hand to press one button burns 15 cals.

 

[vendoman]

I can install a CP. If using CP what would be different than the NAM 4.1

 

[RikRodgers]

CP's the best solution. You can transfer to a path.

Differences between CP & NAM? NAM gives you 1000 mb's. CP starts with 10. CP has a cool web GUI. The list goes on.

Programming is the same.

 

[vendoman]

When you mean that they can transfer to a "path", how does the station user do that?

 

[NETWT]

What I would do since you are having a hard time understanding the posts is call in another vendor
It's a lot easier to let someone else do the thinking

 

[vendoman]

No the problem seems to be that you are not explaining yourself very well.

If you don't want to help then please don't bother replying to a post. The whole purpose of this site is to help not be condescending and arrogant. I would not have asked for help if I ALREADY KNEW the answer myself.

 

[NETWT]

I gave you the answers already with the only options you have with the type of equipment you need or with the equipment you say you have access to.

Sorry for trying to help MR.Green

 

[RikRodgers]

No need for the antagonism. Netwt's initial post had your best answer using a CP.

From your earlier post,

"They are using the both AA and CCR. The flash does not seem to offer an INFO mailbox."

Yes, they do. F983, MBOX, 1. Build it, and use f986 to transfer callers there.

There are a lot of options.

 

[vendoman]

The actual transferring is that part I am not clear on.

The station users presses TRANSFER or F986 then what ext number do they enter?

 

[RikRodgers]

f986, then the info mb number you created.

Try it. It works.

 

[vendoman]

At the end of the recroding the call is usually disconnected. I needed the caller returned to an ext without the caller pressing anything that is why I wanted to be able to transfer it to another AA because after the AA greeting is played if the caller takes no action it will default to the operator ext.

Is it possible to transfer to another AA lets say AA script 2. For example Partner AA actually has an ext. assigned to AA platforms 1,2,3,4

 

[RikRodgers]

Is return to AA set to Y? That should prevent the disconnect.