ACD Path Routing - Option to leave voicemail.

[Jameswhittakercon]

Hi,

We have an ACD Path which routes through our Agent Skill Groups via Timers. The route is as follows:
DDI (Local Number) > ACD Path (6222) > ACD Skill Group (1001) > ACD Skill Group (1002) > ACD Skill Group (1003).

The initial route is answered by a RAD (Welcome Message) and then On-Hold Music whilst the customer waits to be transferred. Each Skill Group will fail over to the next after 10seconds.
We are looking to see if we can add a option to leave a voicemail (after a certain period) instead of the customer waiting?

I'm also debating having the ACD Path loop back through after its reached the last Tier... However I'm not to sure this is best practice?

Thanks, James

 

[Billz66]

As its mitel there are usually many ways to achieve what you want .... here's one
Assuming Embedded mailbox

- skill group queue with no agents lets the Acd path handle the call - stops it from being path unavailable
- name tag is to break the integration and make sure when the call gets to vmail it goes into mailbox 2010
- single line to allow the message wait indication

Create a skill group that queues with no agents - eg 1020
create a single line on a button and add a mailbox for it eg 2010
create a name tag hunt group *2010 and route it to the vmail pilot

create an acd path 1010 with skill group 1020
and set it to interflow after 1 sec to the nametag hunt group *2010

create an interflow dialling list and set the desired option ( eg 1) to route to the acd path

add this interflow dilling list to the existing ACD path and adjust its rads to say press 1 to leave a voicemail

add a message wait indicator button for 2010 to a phone so it can easily retrieve the vmails

- you may want to change the mailbox settings to remove the additional prompts (use tech codes)


If I never did anything I'd never done before , I'd never do anything.....

 

[kwbMitel]

Ok, what I understand from your post is that you are using path agent group overflow

Overflow is where you designate overflow agent groups within the Path.

If so, based on your post, you do not properly understand how this works

Overflow never stops trying tpo deliver the call to the primary agent group. When the overflow timer expires, it attempts to deliver the call to an available agent within the overflow group failing that it will wait for the next timer and attempt to deliver to the 3rd agent group.

Proper design would only overflow in the event of no agents being available in the primary group. Your design of overflowing in 10 seconds does not even allow for ringing an agent in the primary group before attempting overflow. In the past, overflow would only attempt once when the timer expires but I believe this may have changed in recent loads. Assuming it only attempts once, you design would not overflow if an agent was available in the primary group.

Now on to your question.

The best solution would be to enable the Path interflow dialing plan during one of or all of your RAD greetings and instruct the caller to press a digit. The destination of the digit is defined in Path interflow dialing list and can be directed to the extension of your choice with an associated mailbox.

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