Norstar MICS "thank you for calling..someone will be right with you"

[MACGVEYER]

I have a Norstar MICS 7.0 with VM
I need a message to be played when the operator is busy, (and can later pickup the call). Something like "thank you for calling, someone will be right with you" Presently, when the operator is busy, the call goes into the general VM box, which no one checks.
If it is not possible, I need it to go to our music on hold till she can pickup the call.
Any ideas on how to setup this answer if busy configuration?

 

[PHXAZ]

I dont think you can do that unless you have ACD on teh voicemail if a NAM (Minuet or Cymphony) if call pilot (RCC).
But I could be mistaken I haven't had to do that on any norstar with out acd.

 

[ironhorse17]

You would need ACD or a call sequencer in front of the system before transfering.

 

[MACGVEYER]

Thankyou ... I will check with the installer and see if we have ACD or a call sequencer in front of our system.

 

[oldestgeek]

Your voice mail should be a Call Pilot 100 or 150. You can add a keycode to turn on the contact center software (ICC). Check the licenses - many were installed with the ICC enabled as most were sold as a package and came with a few agents and a couple of skill sets already licensed. If so, you just need to configure it.

 

[MACGVEYER]

Thanx....I do have a callpilot ver 31.10.14.22 ( I think it is a callpilot 150) and I do have ICC enabled, we use it for after hours callers to direct them to department mailboxes. That is the message that is sometimes played during normal business hours. (I presently cannot duplicate this issue)
I like the idea that if the operator is busy to create a ICC for the caller to "continue to hold or press ....."
How would I set that up for during business hours usage?

 

[oldestgeek]

You would use CCR, not ICC to direct the after-hours calls. Make sure your keycodes list licenses for at least one skillset and one agent.

 

[MACGVEYER]

Thanx all....I discovered my issue while investigating all your ideas, turns out the callpilot had the hours incorrect for morning,afternoon,evening,non-business. I set the hours and my daytime issues went away.
Again, thanx all for your replies.