Could someone who's actually done this put this into language that the help file cannot? I'm configuring and ACD. I have one DID 544 which I want to play a greeting and ofer the options 1, 2 or 3. eaach of the options routes to a different queue. I configured MLAA with menu node mailboxes for 3 extensions, and then in the MLAA Configuration Form configured each extension to the ACD proper agent group. I have agent ID's configured already so I gues smy questions really applies to how to confiure the Path and RAD. Thanks, I know this is a broad question.
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ACD Setup 1
- Thread starter Volguy7
- Start date
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1
- #2
What is the platform 3300 or 200?
What do you know about setting up a RAD?
Would the RAD be external or are you using voicemail ports for RAD's
How Many RAD's (Ports) do you have available.
Do you plan to take messages after hours?
Would each group require it's own Mailbox
Do you need Message waiting indicators if taking messages after hours.
Ask a broad question, here's what you get.
*******************************************************
The secret to success is knowing who to blame for your failures.
What do you know about setting up a RAD?
Would the RAD be external or are you using voicemail ports for RAD's
How Many RAD's (Ports) do you have available.
Do you plan to take messages after hours?
Would each group require it's own Mailbox
Do you need Message waiting indicators if taking messages after hours.
Ask a broad question, here's what you get.
*******************************************************
The secret to success is knowing who to blame for your failures.
- Thread starter
- #3
Can't believe I left this one out..3300 ICP Rls. 7.0
Not much in the Mitel. I will be using Voicemail ports with our own greetings.
As many as I need.
After hours will likely go to play a closed message and then offer the caller the option of connecting to an on call person.
Yes.
No.
Yes.
I have agents programmed already and they are logged into the queue. I need to know how to program the incoming digits 544 through the MLAA and Path. To be specific as possible, I programmed DN's 544, 200,201 and 202 as Menu Nodes in Voice Mailbox Configuration form. I then setup MLAA Configuration with Menu Options 1,2 and 3 as 200,201 and 202 on the "lead" DN 544. I then setup the extension numbers as the agent Group numbers I programmmed in agent Group assignment. What else am I missing? when I dial 544, I get "Out of service"
Not much in the Mitel. I will be using Voicemail ports with our own greetings.
As many as I need.
After hours will likely go to play a closed message and then offer the caller the option of connecting to an on call person.
Yes.
No.
Yes.
I have agents programmed already and they are logged into the queue. I need to know how to program the incoming digits 544 through the MLAA and Path. To be specific as possible, I programmed DN's 544, 200,201 and 202 as Menu Nodes in Voice Mailbox Configuration form. I then setup MLAA Configuration with Menu Options 1,2 and 3 as 200,201 and 202 on the "lead" DN 544. I then setup the extension numbers as the agent Group numbers I programmmed in agent Group assignment. What else am I missing? when I dial 544, I get "Out of service"
SpongeVoIP
Technical User
Forget about this setup.
The best way to use this, in ACD environments, is the following. Direct the 544 towards an ACD path -> Create a RAD text with "bla bla Press 1 for, 2 for, 3 for..." -> select a interflow dialling list to point to -> go to interflow dialling list and setup the menu. For external numbers you need to use speedcall, but in your case just enter the path numbers for your 3 queues.
This 544 path will queue to an agent group, with the setting "queue with no logged on agents" (something like that, but you'll recognize it). So from this queue you will get the menu options for further routing.
This setup is much easier and more effective.
The best way to use this, in ACD environments, is the following. Direct the 544 towards an ACD path -> Create a RAD text with "bla bla Press 1 for, 2 for, 3 for..." -> select a interflow dialling list to point to -> go to interflow dialling list and setup the menu. For external numbers you need to use speedcall, but in your case just enter the path numbers for your 3 queues.
This 544 path will queue to an agent group, with the setting "queue with no logged on agents" (something like that, but you'll recognize it). So from this queue you will get the menu options for further routing.
This setup is much easier and more effective.
- Thread starter
- #5
This will probably take a while based on your responses so far.
I am going to have to make some assumptions.
First you will need a class of service specific for the voicemail ports that will be RAD's instead of general answer. See help file for details.
Next I would recommend reserving about 10 ports (depends on call volumes) for Rads. (might be useful to increase the internal voicemail to 30 ports if you have enough dsps, 8 or more required)
You can assign specific greetings to the VM Ports you want to assign RAD Set's.
the Rad sets can then be configured to play specific rad greetings. For simplicity sake I typically assign VM Port 11 to RAD set 11 and Rad Greeting 11.
The voicemail Rad ports then have to be placed in a hunt group. This is true even if there is only 1 port otherwise the ports are subject to locking up.
I need to assume I have provided enough info above to get you by on the subject of RAD's.
Moving on...
For your Application I would use:
7 Paths:
- 1 for first Auto Attendant
- 3 (1 for each group during Day)
- 3 (1 for each during night)
4 Agent Groups
- 1 non-agent group for use with the AA and night Paths
- 3 (1 for each live agent group)
6 Rads (some might require multiple ports depending on traffic)
- 1 for the initial Autoattendant, dial 1, 2 ,3 message
- 1 for 1st all agents busy message
- 1 for 2nd all agents busy message
- 3 * 1 for each night message
4 Path Interflow lists
- 1 for auto attendant dial 1, 2 , 3
- 3 1 each for the night dial to on call cell or vm
Agent Groups
1 agent group needs to be set up for the Autoattendant and the night paths. This group will have no members but will allow calls to be queued with no agents logged in.
other agent groups need to be set up with appropriate agents.
Paths
the Autoattendant path has the non-agent group assigned to it and the appropriate rad. It will also have a path interflow list assigned to it that has digit 1,2,3 directed to the Live Agent Paths. the Path number for this path would be 544.
the 3 Live agent paths (DN does not matter) would be set up with appropriate agent groups and rads
the 3 night groups get assigned to the non-agent group and also get assigned to path interflow lists that allow the caller to press a digit to be transfered to the on call person.
Out of time for now. hopefully this gets you started.
*******************************************************
The secret to success is knowing who to blame for your failures.
I am going to have to make some assumptions.
First you will need a class of service specific for the voicemail ports that will be RAD's instead of general answer. See help file for details.
Next I would recommend reserving about 10 ports (depends on call volumes) for Rads. (might be useful to increase the internal voicemail to 30 ports if you have enough dsps, 8 or more required)
You can assign specific greetings to the VM Ports you want to assign RAD Set's.
the Rad sets can then be configured to play specific rad greetings. For simplicity sake I typically assign VM Port 11 to RAD set 11 and Rad Greeting 11.
The voicemail Rad ports then have to be placed in a hunt group. This is true even if there is only 1 port otherwise the ports are subject to locking up.
I need to assume I have provided enough info above to get you by on the subject of RAD's.
Moving on...
For your Application I would use:
7 Paths:
- 1 for first Auto Attendant
- 3 (1 for each group during Day)
- 3 (1 for each during night)
4 Agent Groups
- 1 non-agent group for use with the AA and night Paths
- 3 (1 for each live agent group)
6 Rads (some might require multiple ports depending on traffic)
- 1 for the initial Autoattendant, dial 1, 2 ,3 message
- 1 for 1st all agents busy message
- 1 for 2nd all agents busy message
- 3 * 1 for each night message
4 Path Interflow lists
- 1 for auto attendant dial 1, 2 , 3
- 3 1 each for the night dial to on call cell or vm
Agent Groups
1 agent group needs to be set up for the Autoattendant and the night paths. This group will have no members but will allow calls to be queued with no agents logged in.
other agent groups need to be set up with appropriate agents.
Paths
the Autoattendant path has the non-agent group assigned to it and the appropriate rad. It will also have a path interflow list assigned to it that has digit 1,2,3 directed to the Live Agent Paths. the Path number for this path would be 544.
the 3 Live agent paths (DN does not matter) would be set up with appropriate agent groups and rads
the 3 night groups get assigned to the non-agent group and also get assigned to path interflow lists that allow the caller to press a digit to be transfered to the on call person.
Out of time for now. hopefully this gets you started.
*******************************************************
The secret to success is knowing who to blame for your failures.
SpongeVoIP
Technical User
A tip for direction your 544 number. Make the 544 the number of the ACD path. ACD path number are just generic numbers in your numbering scheme. If you want to have flexibility in administration, and directing numbers, you could use speedcall.
So make a speedcall 544, with actual number 644 that would be the number of the path. Either way it will work.
So make a speedcall 544, with actual number 644 that would be the number of the path. Either way it will work.
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