Does a new ACD DN have to be DID? 5

[LeeMcCauslin]

I'm planning to make a new ACD group, maxp 6 that will be taking local calls and also having an incoming toll-free number pointed at it. No Symposium or anything fancy - just 6 people answering this one line between 8 and 5 and then it gets a voice message saying store is closed, call back during business hours.
I know I have the available TNs, I know I have the available licenses. I have not yet ordered the 800 number. I am just wanting to get everything set up well in advance of go-live date and thought I could go ahead and create the ACD queue in ld23 and even program the TNs and then just punch them down and enlu when it's time.

Do I HAVE to have a supervisor set and, whether I do or not, can a phone that is already sup of another ACD q also be sup of this one or is it 1 q, 1 sup? (We do NOT have the required packages for MQA and may not even get the pkg for the switch. The Symp-lite quote we got was around 40K so I doubt we'll be getting that either. Just to add the MQA pkg in the switch is 13K and we might do that - but I think they want to see how much this thing gets used before committing any more cash than my time to it)

I think I am answering one of my own questions here - if there will be local calls and not JUST the toll-free line, I reckon it pretty much HAS to be a real DID number. (That was the sound of me smacking myself in the head)

 

[EddieDuece]

You do not have to have a supervisor set, nor do you can you assign a single phone to separate que's. And yes, you will need a DID for the local calls to hit the ACD.

 

[jamie2]

It depends on how you want it... You can always have your DID to point to a Non_DID ACDN by pointing in LD 49 with the IDC or with another dummy ACD.

Or as you said, just create the ACDN with a DID. It justs depends how you want it to work. You can have either have your 800 point to your local DID as a 'Ready Line' or have the 800 carrier send you a DNIS and again, use LD 49 IDC to point the DNIS to your ACDN.

 

[bigindian65]

It would be just a little cleaner to have a DID CDN with your default acdn on it. The "less" DID, the better. DNIS, CDN, ACD, all non-DID. Local calls could have a published DID number of a a phantom dcfw to your ACDN

 

[LeeMcCauslin]

Is there an advantage of one over the other or is it 6 of one and half dozen of the other? If it makes a difference, there will be no voicemail or anything else. Just answer calls and then go home. Someone will be there always when store is open and nobody will be there when it's not.

I am thinking there _might_ be a reason to have all incoming calls go to Callpilot first to so we can use time of day programming in application builder but I'm prety hazy on that as yet so my vendor might have to do that. I am mostly tryin gto do as much as I can so we don't have to spend so much on the vendor...(Not trying to cheat the vendor - they have a maintenance contract with us and make plenty of money from us. It's just, you know - I wanna do it. For my own edification and so I can say "Hey boss, look how much I saved you there!" and because it's fun. WHen it works. ;-) )

 

[jamie2]

Its cleaner to do a bigindian stated... And should be a best practice to use.

 

[EddieDuece]

The nice thing about DID CDN's is you can point them on the fly. To an ACD or Call Pilot Applications ect. A little more versitile than a DID.

 

[LeeMcCauslin]

Best practice is what I want to do.

So to make sure I have my ducks in a row:
I must decide on a DID number (Have that, actually)
I program a new ACD queue with a non-did #
Put my DID on a phantom loop and dcfw it to the ACD.
local callers will call the did and get forwarded to the ACD.
Toll Free callers get - what? What number do I give the TOll Free provider? They are asking for a "point to" number...don't they have to have a DID number ? I think I'm getting myself losted.

 

[bigindian65]

no they don't. do an LUDN in ld 11 (PRT) TYPE LUDN
Prt them all, or look at what you want. Look at IDC in 49. non-dids in there? Follow suit and increment with the next non-did. Maintain uniformity. Say your did block is 2000-2999, your idc has 6000 thru 6012, whatever, if that were the case, add 6013 in idc
chg
idc
0
dcno 0
6013
6013 XXXX (CDN or ACDN)

so, you would tell telco to point toll-free to 6013

 

[jamie2]

It doesn't sound as though your 800 carrier is sending you any DNIS, so they are going to use a 'Ready Line' to your local number.

Give them the DID that the local callers are going to dial. (The Phantom DN that DCFW to the ACD).

 

[jamie2]

Actually set it up as a CDN... Not Phantom.

 

[LeeMcCauslin]

WHen I print CDN in ld 23:

>ld 23
ACD000 
MEM AVAIL: (U/P): 4411098    USED U P: 2422980 79969    TOT: 6914047 
DISK SPACE NEEDED: 106 KBYTES
2MB BACKUP DISKETTE(S) NEEDED: 1  (PROJECTED LD43 - BKO)
ACD DNS                AVAIL: 23974    USED:    26    TOT: 24000
REQ  prt
TYPE cdn
CUST 0
CDN  

TYPE CDN
CUST 0 
CDN  7000
FRRT 
SRRT 
FROA NO 
MURT 
CDSQ NO  
DFDN 7006
NAME NO  
CMB  NO  
CEIL 2047 
OVFL NO  
TDNS NO  
AACQ YES 
ASID 16 
SFNB 16  17  18  19  21  22  23  
USFB 
CALB 0  1  2  3  4  5  6  7  8  9  10  11  12  
CNTL YES 
VSID 
HSID 
CWTH 1 
BYTH 0 
OVTH 2047 

TYPE CDN
CUST 0 
CDN  7007
FRRT 
SRRT 
FROA NO 
MURT 
CDSQ NO  
DFDN 7006
NAME NO  
CMB  NO  
CEIL 2047 
OVFL NO  
TDNS NO  
AACQ NO  
CNTL NO  
VSID 
HSID

when I print IDC in ld 49

>ld 49
DGT000 
MEM AVAIL: (U/P): 4411098    USED U P: 2422980 79969    TOT: 6914047 
DISK SPACE NEEDED: 106 KBYTES
2MB BACKUP DISKETTE(S) NEEDED: 1  (PROJECTED LD43 - BKO)
REQ  prt
TYPE IDC
CUST 0
DCNO 

DCNO    0
IDGT    CDGT

DCNO    1
IDGT    CDGT
5441    5441
5442    5442
5443    5443
5444    5444
5445    5445
5446    5446
5447    5447
5448    5448
5449    5449
5450    5450
5451    5451
5452    5452
5453    5453
5454    5454
5455    5455
5456    5456
5457    5457
5458    5458
5459    5459
5460    5460
5461    5461
5462    5462
5463    5463
5464    5464
5465    5465
5466    5466
5467    5467
5468    5468
5469    5469
5470    5470
5471    5471
5472    5472
5473    5473
5474    5474
5475    5475
5476    5476
5477    5477
5478    5478
5479    5479
5480    5480
5481    5481
5482    5482
5483    5483
5484    5484
5485    5485
5486    5486
5487    5487
5488    5488
5489    5489
5490    5490
5491    5491
5492    5492
5493    5493
5494    5494
5495    5495
5496    5496
5497    5497
5498    5498
5499    5499
8459    8004
8476    8004

I really have no idea why that block of numbers is in there - those 54xx numbers are one of my DID blocks but I also have aaa-50xx and bbb-38xx and ccc-75xx and none of them are in there. As far as I know we don't don't anything tricky with that 54xx block - I program phones every day with numbers from that range (and the others depending on department and/or availability). Those last two 84xx I don't have any idea what they are - they show up as no activity, no date in ld 20 prt dnb so I assume it was something my predecessor was doing and we no longer do it...

But all of that aside, to see if I am understanding the process from front to back...
I want to build a new CDN in ld 23?
That's so my call pilot can take it and control it and present a recorded message to callers (2 different ones depending on tiume of day - one "Welcome to...We will bwe with you shortly..." and one Store's closed, please call back...")(It's not a real store - we wouldn't treat real customers so rudely - it's thing for redeeming points... yada yada yada)
Then I build an application in Call Pilot to answer the CDN, look at time of day and present calls to the ACD or not..
Then I build an ACD queue for the call pilot to send callers to...
Do I make the CDN the DID and give that number to 800 carrier?
DO I use pretty much the same settings as one of the CDNs above - I couldn't help but notice that neither of those numbers are DIDs - 7000 is my number for voicemail - 7006 rings the operator...
I feel like I'm right on the edge of grasping this...but probaly not..

 

[bigindian65]

if you want the local calls, and toll-free to hit just one DNIS, you can make the DNIS DID. If not, you can point the non-did dnis to a did cdn. For a no-brainer, loose reporting scenario, you can avoid dnis and make the cdn did.

 

[acewarlock]

In all my 25 years + I have alway done things the easy and less complcated way and make it easy for the next guy.

I would use a DID number and build an ACD queue with it.

Have the 800 number pointed to the DID number.

Finished.


The bigger you make all the Data bases the more ways there are to screw it up.

 

[LeeMcCauslin]

The bigger you make all the Data bases the more ways there are to screw it up

My friend, I don't even have to make it big to screw it up.
;-)

So can I still use Call Pilot to control the queue with TOD settings? I'm thinking build the application - very simple options - answer the phone, give user message 1> We'll be right there or mssg 2. Closed. call back later...and hang up. (Ordinarily all our after hours calls go to our hospital services department because after hours are usually hospitals calling for service - but marketing and Hosp, Svcs do NOT want callers to this line bothering them because it will never be anyone needing Hosp Svcs. Whole different area. So we don't even want them to be able to leave a message or break out of q to get to operator or anything. Either we answer during business hours or you get hang up.) Because I think I can build the app wiothout it having to be attached to anything until I'm ready for it to be...

Or, let me ask this - can I pretty easily set this up in advance without publishing any numbers of course, without even tellin gthe marketing people about it yet just so I can play with it and tweak it and make sure it does everything they want it to do? I can't think of a good reason why not...then, when the time comes, I'll al;ready have a working number to point toll free at and I can give it to them for a while to torture it and make sure I didn't leave something out...

 

[jamie2]

Yes, you can build an application in Call Pilot with TOD in front.

Yes, you can build it ahead of time, which you should to test and play around with before taking into production.

As mentioned above, you can do it either way with DID or without, its really a preference.

While building it, if you have any issues, just post the Queue and Sets and we can help you out.

 

[johnpoole]

all i do for a test app is to use a vacant dn. usually one longer then default.. we use 4 digit so i would use 300041 for a test.. burn one non did and you get 99 test numbers.. put that in your mail as a vsdn and point it to your tod/menu.. be sure to look at holiday, day of week as well as time of day.. there all simple and help..

here's how i would build that.. no message during business hours.. hits the holiday, dow, tod and use route to ext.. then send that to another menu IF they did not answer.. give that caller options or just let them leave a msg.. during non businness.. i would give my "open" hours and then send it to the lovely "good by".. to give the msg USUALLY that we are busy but will answer in a minute, that would be an acd que, all agents busy.. you get the ran.. may or not help

john poole
bellsouth business
columbia,sc

 

[LeeMcCauslin]

Excellent on all counts. Thanks everyone!

 

[chris13]

Hi,
just my 2c about a DID for the ACDN. As other people already said, the choice is up to you.
I like it to make things as simple as possible, but very often it makes sense to invest some work now to make things easier/smoother in future. For me it depends on the business and what kind of requirements might come up in future...

-
- another 800-number which should be answered by the same group
- reporting calls from on-switch users and 800 callers differently
When it comes to 900-numbers...
- you might have to give the carrier a new DNIS/DID number, when some idiot has posted it on the net
- you may want to make this local number unknown to your users to prevent it from beeing posted on the net
...with minimum effort ;-)

My conclusion was, to always put something in front of ACD/CDN. DNIS/IDC, phantom, dummy-acd... whatever. I used to create a scheme that I then used for all my routings.
Important thing is to use a documented plan for all the non-DID numbers, something like
21xx CDNs pointed to by IDC
22xx phantoms "
31xx ACDs
32xx overflow ACDs
33xx overflow ACDs 2nd step
39xx DNs from where call is transfered to external
Whatever, there are a lot of ways to organize it.
As long as you know to which hotline/routing/application the DN belongs when you see the digits xx, you're fine ;-)

 

[LeeMcCauslin]

OK, to see if I could do it (and it was remarkably easy by mostly using the same entries as my already working ACD group and accepting defaults where I wasn't sure) I created a new ACD group in ld 23. ACDN 7555 - which is a DID. I put 1 real phone on it (at my desk for testingpurposes without walking) I can call it from outside the system and dial it as an extension.

Then I built a small app in App Builder "Web_Store":
Begin > Day Control > M-F > Time Control::
Sat, Sun, Holiday > Sorry, closed announcement block.
::Time control > 8am to 5pm Inside > Call xfer block[]
Outside > Sorry, Closed announcement block
[]Call Xfer Block > before xferring plays Welcome Voice item
and then xfers to 7555. Failed and Busy go back to Begin.
All my boxes are non-pink (giggida) and I left anything else default. Just trying to keep it simple at first before getting fancy.

Now I am stuck on how to get Call Pilot to answer that incoming call and go through the app. I added New Service Directory Number 7555 Web_Store (application type voice) but nothing else. I think I saw some prompts that I left default in the ACD ld 23 setting up the ACD queue that invovle Call Pilot but I'm not sure. I am sure, however, that I left something important but easy out.

Keeping in mind that this version will never go live, any ideas on wht I'm forgetting? I just wanna see it work on easy setting before kicking it up a notch.