Helpdesk Phones

[fmielbye]

We have a small helpdesk with only 3 people manning the phones per day. Currently x4357 is just keyed on the phones as MCR's. I want to set things up more official with menu's when they're busy. Any suggestions on the easiest way to do this. I'm comfortable setting up the menu's in MM but a little unsure as to how they should be set up in the switch. Any suggestions would be welcome.

Thanks, FM

 

[lamasu]

If I remember correctly from my Octel days, the menus from the vm system, became distribution point to extensions on the pbx. The vm system will act as a router and routing calls to DID's or non DID's but all calls have to begin with one main DID number that will provide entry in the vm/menu system and route calls based on user choice.

 

[johnpoole]

in the switch you have very little to play with.. in mail the number in your voice service dn table needs to be a maxp 1 acd ncfw to mail.. that puts the app in front of the help desk. a few depts here use there menu behind the att.. if she does not answer, the call fdn's to mail and then the caller gets a menu... i usually put a test vsdn in mail and make that a maxp 1 acd for testing, then to "cut" that service, just point the primary dn to the menu..

john poole
bellsouth business
columbia,sc

 

[GHTROUT]

Remember that nobody ever said "Gee, what a convenience this voice menu was for me"

But that does not mean it was the wrong option...it just means that menu = customer must live with less than they hoped for.

Another philosophical point to ponder is the option of simply returning a busy signal. Your end users expectation or assumption may be that busy sig means “your busy” or it may mean “Call the CIO and ask what the shuck is wrong with the system” Consider that a busy is far better than ring-no-answer and far better than a bad voice menu.

To proceed with the menu idea, what I do in my department after 8 rings is play a message like 1) to continue ringing, or 2)to report a problem [rings the real Help Desk]

In your case, you are probably the last place to call with no alternatives/backups. That leaves you with few choices: Continue, or Leave Message.

If 4357 gets lots of calls that should go to another area, the menu could offer those suggestions/menu choices. But test this: Create a menu with #1 going to a phone that is forwarded to voice mail, and #2 going to a phone that returns a standard busy signal…call and ‘listen to the love’…the way MerMail sounds in those cases is very customer unfriendly.


I know…this is an answer to a question you didn’t ask…but, someone will read it and get tears in their eyes…

http://www.GHTROUT.com/

 

[lretrievers]

In this day and age, most people would prefer to get some sort of help (even though it may be voicemail or a menu service) than get a busy signal. I had a customer that wanted me to return busy signals and I found it very frustrating when I called in and got a "busy signal" instead of being offered other options.

By design, PBXs were made so that there is additional call routing built in to all programming so that callers don't have to get the dreaded "busy signal".

 

[johnpoole]

i agree with that, que and menu services both kill me as well as a lot of callers, but that is better then a busy. had a gov job that the director said a busy was fine.. customers wouldn't hang up and call a different county gov. gotta love that line

john poole
bellsouth business
columbia,sc

 

[fmielbye]

Yeah, the complaint originally was the busy signal or a no answer then to a general mailbox they went. I'll play around with some of the ideas provided. Thank you all for your suggestions.

Fred

 

[GHTROUT]

I realize this thread is getting stale, but I am glad I caught it....I have been a proponent of this order - and at a number of times over the course of the days, the only choices can expect to provide are one of 2, 3, or 4....

So what would you take – 2, 3 or 4 ?. Assume we are unable to influence a staff change in this dept…meaning 2, 3, or 4 could be common..


This is my order – may not be yours

~~Less bad

1. Delay possible but usually fast to answer. More people available and willing to answer that you’d expect.

2. Busy signal when assigned staff each have callers in conversation. Busy will only return for this condition – staff can’t or does not create busy at will.

3. Menu returned when condition “2” above is met. Option is leaving message or calling back in hope of getting answer.

4. Ring no answer is worst

~~More bad




~

http://www.GHTROUT.com/