Attendant forwarding calls

[ajnd]

Need to have calls that go to the ATC and are not answered after 4 rings go to a menu in voice mail. AOP answering does not work because the console will not go in nite after hours. AAA does not work because the calls are in que.

 

[johnpoole]

the calls are in que? if so use the ovdn to send them to another group, which if it has no members will go to the ncfw.. but you'll need a voice service dn to match the original dialed number... point it to the menu.. i have that set up in case the consoles are all down for any reason except night or to busy to answer after 8 rings. 0 is a acd group, the atdn is a 6 digit number that no one knows. no one logs into the acd but if calls remain unanswered they follow the ovdn to a mica, with dial by ext and a dept directory

john poole
bellsouth business
columbia,sc

 

[ajnd]

Let me get this straight..You are using an ACD group with acdn of 0. This group is ncfw to the atc ie 65432. It also has a ovdn which will forwd to another group in 8 secs that is ncfw to vm.
When a call comes into the acd grp 0, it is presented to the atc and answered, when another call comes into the acd group 0, it will go to the ncfw and be presented to the console. Won't it go into the console que and be out of the acd que. In which case the ovdn won't have any effect on the unanswered call.
Let me know if I am off the track.

 

[johnpoole]

any call that rings no answer, don't follow the ncfw. they stay in lo-cue until one of the 6 att's is off the phone. giving the timer a chance to do a ovdn.. only time it's important is a disaster, 100's of calls at once or late shift when we are down to 2 or 3 people on the board

john poole
bellsouth business
columbia,sc

 

[johnpoole]

i always use 0 as an acd, for many forward apps, and overflow work arounds

john poole
bellsouth business
columbia,sc

 

[ajnd]

thank you, will try it tomorrow