ACD config question - OPT 61

[mabery]

Opt 61 rls 25.15 software. I have been asked to provide Auto attendant & ACD queuing for 2 extns. The Auto Attendant is to give callers message that they ar through to dept and in a queue and the ACD to then present calls as the exns become free. It must be very simple and without need to login / logout.
Can it be done ? and if so how ? are there any cards required ? any suggestions / guidance is appreciated.

 

[johnpoole]

you need a ran to play that msg and agents do have to log in.. they can use any four to login but it has to happen.

john poole
bellsouth business
columbia,sc

 

[mabery]

Ok, is there any other option that I could offer them. they have Meridian Mail and there are a variety of aa setups, but they have asked for all calls to be queued...

 

[captaingadget]

You could use Meridian mail for the AA then forward the calls to a HUNT GROUP i.e. a pilot number containing the 2 extensions. The hunt group will queue the calls if the extensions are busy, but, as far as I'm aware cannot provide any "in queue" announcements.

 

[mabery]

As Mer Mail is no longer a 'supported product', can the queue facility be provided by Call Pilot ?

 

[bigindian65]

The upfront message and send to q can be done from CP Application Builder.

 

[johnpoole]

send to q can be done

the only problem you will have with using call pilot is if your sending calls to the recording after they have been in que a couple of minutes.. the cp returns them to que but marks them as a new call.. they loose the fifo timer.. so if i wait 2 min, go to mail, listen to "all agents are still busy" i go to to back of the call que, not the oldest..

one way around that is buy ivr lic for the cp, the other is use a miran card or another announcement device.. we bought lic for ivr when we turned up symposium.. and we bought 16 miran ports... either work great... for a front end msg, mail is not a problem... BUT if you take that call out of que for any reason, it's looses it fifo timer... if your que includes a ran, that is not a transfter to voice mail, but a conf to a trunk

john poole
bellsouth business
columbia,sc

 

[bigindian65]

I agree. We do not hit, then leave the queue. Actually it is a ncfw from a acd to sdn in CP, then out to the queue, but it is geared more towards customer q selection rather than RAN coverage.

 

[mabery]

thanks for the suggestions and but the CP option is a long way off. Are there any other ideas for getting the current Mer Mail to do this or just go with what has already been offered ?