Accept 6 calls busy the rest

[crabbyp]

A customer has asked whether it possible to limit calls to an acd agent queue.

They have a 3300 with 6110\YA. To explain clearly; their number, 123456, will accept and queue maximum 6 callers. When the 7th+ tries to ring, it would give the busy tone.

Is this possible and\or do you need any more information?

Thanks in advance

 

[kwbMitel]

If you have an NSU with PRI you can limit the calls via the Min/Max programming.

If you have Intelligent Queue with your 6110, I understand that you can limit calls.(but I have never tried)

The ACD Queue itself does not have any limits. the call must be rejected at a prior level.


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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelInMyBlood]

We're doing it via 2 routes and a route list between two PBXs. As long as there are 6 or fewer calls, only those 6 can come through via the 1st route. If a 7th (or more) call arrives it sees the primary route busy and so takes the 2nd choice. Here we use a digit mod to send the caller into voice mail which plays NA Precise Congestion Tone (Baa-Booo-Beeep) followed by a voice announcement that "all circuits are busy now, please try your call again later" - and hangs up.

 

[andy4uk]

Hi Crabbyp,

Try this.... it's long winded but it works.


1. Option1 = Triggering a busy Tone
2. Option 2 = Using IQ (6160) to force callers to either:
a) Be pushed to leave a voicemail or callback when X amount of agents are available and/or X amount of calls are waiting.
b) To do a look up and if the calls waiting will take longer than X amount to be answered to do a (above) and or be played a message and discontinue the call. (IE. Cut the caller off/end the call after playing, sorry we are experiencing high call volumes and cannot answer your call at this time, please call back later.
c) If the system does the calculation and knows the calls have to wait X amount of time before being answered, a different message can be played to give the caller other options or continue to wait. If the caller decides to continue to hold, then this should not negatively affect the SLA/Stats. This is because the customer was given choices and they then opted to wait on the line.
Option 1: I have checked our DB and this site is licensed for ICC (6115)
Triggering a Busy tone for callers based on certain queue conditions.

In some cases you may want a caller to experience a busy signal when calling into a queue based on specified conditions.

You must have the Interactive Contact Center (ICC) product purchased in order to have this functionality.

In order to achieve this, 2 paths are involved. These must be created on the pbx.
You must create a path which will act as a "gatekeeper" which will have a ghost/dummy agent group. This path will forward all calls to the secondary path, which will have your primary agent group answering the calls.

When a call comes into the gatekeeping path, if it is in DND, the unavailable point will be an extension that is also in DND, thus giving the caller a busy signal. If the gatekeeping path is not in DND, it will forward the call to your second path, in which agents will answer the call.

Here are the steps needed to create this scenario:

1.) Create a path in the pbx with a ghost/dummy agent group.
2.) Create a path in the pbx with your primary agent group.
3.) Program the 1st path to forward all calls to the second path. Also program up an unavaiable point to an extension.
4.) Program the interactive queue control plan on the second path in the CCM, to place the first "gatekeeper" path in DND if a certain condition is hit. (Please consult the Contact Center Management User Guide on how to setup interactive queue control plans)
5.) Ensure unavailable answer point extension is in DND.

This is a suggested method and there may be other ways to accomplish this.

 

[crabbyp]

Thanks for the replies.

We got a response from Mitel too and they suggested more or less what andy4uk is suggesting at the end. We are implementing it within a couple of weeks so i'll let you know how it goes.

Thanks again.

C

 

[SpongeVoIP]

There is another "clean" way of doing this. You will need CIS (aka 6110) and ICC (aka 6115). Create a path with a path unavailable answer point to a extension in DND (ie IP phone / analog etc). Create a schedule with ICC that says if more than X calls place path in DND --> if that happens the next calls will get routed to the extension in DND --> and will be returned with busy tone.
Works very nice.