Recorded Announcments MiCC

[Rich Mckevitt]

Hi can anyone assist me on the following query please?

I have a queue set up and on the recorded announcements it only allows for 4 RADS to play on a queue and will only repeat to last RAD is plays. Is there any way to either have more than 4 or to loop this back around continually?

Also if you can assist with how you can set up the embedded hold music playing from the start of the queue would be great as I can only seem to get in played after the first RAD plays (in the attached screengrab 7782 is a blank recording)

Cheers

Rich

 

[Billz66]

Assuming MIVB with Latest MiCC software ( its much better if the posts starts with the exact system type and software levels)

The ACD path has limits as you have discovered
4 announcements with option to repeat the last one

Calls don't hear music until after an announcement has been played
as i have assumed that you have the latest contact centre software you could route the call to an ivr hunt group , play silence and then transfer back to the queue

- or make initial delay on the queue 1 second and then play the 1st RAD



If I never did anything I'd never done before , I'd never do anything.....

 

[Rich Mckevitt]

Ok - Cheers for this. Not greatly configurable for a modern day CC but it is what it is I Guess

Good point about system version

 

[kwbMitel]

RE:>>Not greatly configurable for a modern day CC

I think you are basing your opinion on very limited knowledge. There is very little that cannot be configured on the Mitel system.

If you use the IQ system to play the last rad you can have it choose a random message from a pool of messages which can include your first 3.

About the only thing I've come across that is not simple to do is to have a pre-announcement before queuing.

I have yet to come across anything that can't be done.

**********************************************
Any intelligent fool can make things bigger and more complex… It takes a touch of genius – and a lot of courage to move in the opposite direction.

 

[jpruder]

My thought would be if it is in the queue that long, hire more people instead of aggravating customers, just saying.

 

[sarond]

I wish MiCC had a built in option for keeping your position in queue with callback option.

i.e. caller decides not to wait in queue but leaves a call back number and their position still progresses in queue and an agent is then given the option to call back when it reaches the front of the queue.

 

[Rich Mckevitt]

@ KwbMitel - by the IQ system are you meaning the Inqueue Workflow or the Interactive Queue control?

I am unsure how when a call is in a queue to play a RAD other than on the Recorded Announcement tab?

How do you send it there etc? Any help or guidance is appreciated

@jpruder - really not helpful is it!!!!

 

[Billz66]

IQ is now called IVR On latest versions
of course we still dont know what version you have

basically the MICC can have
messaging ports for menu/ scheduling etc
Rad ports for ACD path Delay announcements that dont fix teh message to a port but play based on other programming
Outbound ports for Call backs and outdialling
UPIQ ports for position in Queue and estimated wait time messages
Agent message ports for playing whispers to Agents at the start of a call

Some of those require purchased IVR licences
Some can be configured with Free ports

If I never did anything I'd never done before , I'd never do anything.....

 

[Rich Mckevitt]

Cheers - Version is below

MiVoice Business Release level: 8.0 SP3 PR1
MiCC Mitel MiContact Center Version 8.1.4.0

So it seems that I can only have up to 4 RADS within a queue which is not great but manageable.

Another question - Apologies for so many but I am learning on the fly!!

On The interactive queue control I can also see an option where by I can build queue control plans and within this is an option that I can place a device in a DND state for a duration of time. When I set this and hit the timer when I hit a queue it just rings out where as I was expecting the DND to give an engaged tone. Am I misguided in expecting this?

Many thanks

Rich

 

[sarond]

On The interactive queue control I can also see an option where by I can build queue control plans and within this is an option that I can place a device in a DND state for a duration of time. When I set this and hit the timer when I hit a queue it just rings out where as I was expecting the DND to give an engaged tone. Am I misguided in expecting this?

First thing I would do is to make sure the queue is actually in DND. If you look at the Queue Realtime does it state it is in DND?

Also in the ACD Agent Skill Groups make sure "Queue Callers To Group When No Local Agents Are Logged In and Present" is No, otherwise calls will still queue even though there is no-one to answer them. (If you have have any dummy ACD Paths, this could break them. i.e. Sometime ACD Paths are used to break voicemail integration etc...)

If it is in DND then what is the Queue Unavailable position?

 

[TheMaskedMagician]

If you require voicemail to start playing from the start, there's two options:
1) As you have figured out, put a blank RAD at the beginning
2) If using MiCC IVR ports, enable Music on Transfer on the IVR ports CoS
If using option 2, make sure correct Display options is enabled on Agent CoS or CLI inbound will only show IVR port numbers



Clever men learns what Wise men shares!

 

[Rich Mckevitt]

Many thanks all - the knowledge is appriciated