How to Modify an ACD Queue

[jgrodensky]

We have an existing ACD queue that we would like to use. A caller will dial and 800 number that I need to know how to point at this queue first of all. Second, the caller needs to hear an initial greeting when entering the queue and then sit in the queue until answered and while they sit hear the option to leave a message or continue to wait every 1-2 minutes. We have a Nortel Option 11 system and Meridian Mail. I have printed the current configuration of the ACD we would like to use for this. Any help would be much appreciated, I have gotten so much help from this forum before and would love some help now.

TYPE ACD
CUST 0
ACDN 3027
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 7000
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
CWNT NONE

 

[GHTROUT]

Here's part of it: The caller first needs to go to MerMail to hear the initial message, then that menu needs to time out to the Agent queue. Then the Agent queue needs timed overflow back to another MerMail menu that has the choices to leave a message or go back to the queue.

It's all easier said than done.

--
Nortel Resources at GHTROUT.com | Connect with me on LinkedIn
--

 

[DocVic]

Gene just answered this same type of question on another post here today. He has documentation on that post too. Gene has all the best documents for you to read and learn.

I answered that post with this too.

"A word of advise. Don't even play with any existing ACD programming. Just look. The existing will give you many clues on how to get this done, but if you mess with just one, you could have a fire storm brought down on you. You could just call your local vendor to come in and get in done in a couple of hours and then rack their brain to teach you how to maintain and edit them. Good luck. "

DocVic
Dedicated to Nortel Products till the end.
Need help?

http://www.TSS-CO.com

 

[jgrodensky]

Do you know what the subject of the thread was that Gene posted his documentation in or could you direct me to that page?

 

[GHTROUT]

I am Gene. My link is below

--
Nortel Resources at GHTROUT.com | Connect with me on LinkedIn
--

 

[DocVic]

He's the MAN!

DocVic
Dedicated to Nortel Products till the end.
Need help?

http://www.TSS-CO.com