Network InterQueue

[Mattcctech]

Does anyone know if there is any way to use transfer connect (AT&T take back and transfer) with Network InterQueue?

 

[candrews11]

Network Interqueue or IP Interqueue.

Doesn't matter, take back and transfer will work in either senario.

 

[Mattcctech]

We do use IP NIQ. So all I need to do is add a *8 in front of the Network Dialing Prefix in the properties ifor the NIQ nodes? That is good news.
Do you know if there would be any harm in having a *8 if the call was not an AT&T call? So if we dial *8 for a call that does not have Transfer connect available?
Thanks,
Matt

 

[databit]

*8 in the network dialing prefix won't get you anywhere. The tones need to be played to the carrier of the inbound call. Record an announcement with the tones and have the cct play it if an agent isn't manually dialing the *8.
As for the effect on other calls, it shouldn't matter as long as that isn't a feature code for the line (which I doubt it is)

 

[candrews11]

Databit is correct.

You can't use dial steps, they just don't work. Record your DTMF tones as an annoucement and it will work.

 

[Mattcctech]

Thanks for the info. So in the local CCT I should play that announcement after the IP NIQ step (ANSWER branch), right before the connect step?

 

[databit]

I am betting that would cause ghost calls and agents to be stuck in a reserved state. No telling what else.
What are you trying to accomplish with the Take Back and Transfer?

 

[Mattcctech]

Trying to not use 2 trunks for one call that is network interqueued to another site.

 

[Moebius01]

That would get kinda tricky. I'm gathering the TnT would send the call to the other site, in other words you're trying to create a kind of cloudless look-ahead.

I'm thinking it would be more of an interflow than interqueue, but as long as you only looked at agents avail, then played the TnT tones from an announcement, it might work. You would probabaly end up with the occasional call queued at the destination if a few call saw an available agent, but that agent was about to get a call in the transfer process.

 

[databit]

The only problem is that interqueue/interflow would reserve and agent for trunk nnnn with track_num xxxxxx. Then you play announcement with the TnT and the callcenter would see as terminated by originating resource (caller hangup) that may release the agent or the agent may be stuck in "reserved for network call" until the timeout. Once the call is back in the cloud (from the TnT) and the cloud then sends the call to the remote ACD then the remote ACD has no idea which agent was reserved for that call because it doesn't receive any packets with it.
It sounds like you need a PCR (Pre Call Routing) If you already have the advanced features from your carrier (*8/TnT) then that side won't cost you anymore but you would need to purchase a PCR server. Aspect has one that works good or you can look at GeoTel type solutions.

 

[Mattcctech]

Not sure if we could cost justify a preCall Router, from my inderstanding, to use Aspect's product you need to have ECS. Not a big deal. What about ACD Version 9 ,and using the IP Card and configuring IP trunks to the other site and using those instead of PSTN. Of course both sites would have to be at v9, but can you use IP trunks for NIQ I wonder.
Thanks for all of the info!

 

[databit]

yes you can use IP trunks for IP NIQ. That would probably be your best bet too