Option 11/Meridian Mail Built in ACD

[loaiza]

I do not know much about the built in ACD on Meridian Mail/Option 11....we have a queue set up that plays a certain message if all agents are logged off, say for a quick meeting or something. Put, if they all put their phones in NOT READY instead, it just rings and rings.....anyway to play that same message there too? Or, no?

Thanks so much. This site has helped me tremendously!!

 

[johnpoole]

no, not ready is for a temp absence, sounds like your using the ncfw to give a recording.. you have several options to give recording all with timers

frrt first ran route
froa.. first ran on arivial, plays the prompt even if an agent is waiting for a call
srrt second ran
murt music route..

the ncfw would point to a msg that says we're closed or whatever is recorded.. not usually a ran, more then likely a mailbox.. look at that prompt, ld 23 prt acd if the ncfw is mail, then the mailbox matches the acd-dn if it's another number prt that in 20..

john poole
bellsouth business
columbia,sc

 

[plough]

You can set the NRRT to play a message before it takes the NCFW.

For example We have it say "no agents are avalable to take you call - your call is being transfered" then it gois to an Application that handles where to transfer the call based on the time of day.

We were concerned that users woudl all go into MSB during the day, as we only have a max of 4 in each q. The Application during that dau sends the call to a receptionist, at night to a VM box.

 

[plough]

By the way - Depending on what the Ran is you currently use - it may, or may not be appropriate to use the same one for the NRRT...

 

[johnpoole]

i didn't think the nrrt played when agents were in rot ready. and that was his goal.. yes i used nrrt on one of my groups that did not want night msgs, but had forgotten about it

john poole
bellsouth business
columbia,sc

 

[loaiza]

OK, I printed the ACDDN and so, basically, are you saying that I could enter the same thing for NRRT as I have for FRRT, if the greeting would apply? If so, is it correct that you never should do an easy cahnge for anything ACD related? I apologize for not knowing this. I appreciate the help. I get nervous when having to manuever around in ACD applications and I have no tech here to help. (I am system admin)

Thanks!

 

[EddieDuece]

When you go into LD 23 to modify the ACD (such as FRRT or FROA), use the chg command. Hit return until you get to the FRRT/FROA/NRRT prompt. Enter the destination you want to change at the prompt, and return through the rest of the options to save. The easy change rule pertains to the sets residing in ACD's. Not the ACD configuration.