Hotel Management wants to be able to track the number of incoming external calls that the Operators are handling and, since the Operators are also the Call Center Agents, have those numbers show up on their daily Call Center reports. They want all external calls to our Operators to sit in the queue and wait to be answered, but they want all external calls to our Operators to go to the Front Desk after hours.
I set up a specialty ACD queue for that. Any call that comes in on the main business lines hits an auto-attendant. If a caller pushes "0" the call goes to the appropriate queue. During Call Center operating hours, they want calls to remain in the queue until answered. So I set no interflow number. After hours, when all agents are logged out, they want calls to go to the Front Desk. So I set the path unavailable number as the front desk extension (There are 3 phones at the Front Desk, each with 3 multicall lines answering the Front Desk extension.).
I was just informed by the Front Desk that they're not always getting external Operator calls when the Call Center is closed. I was told there is NO PROBLEM with internal calls to the Operator (These are handled via 5550 consoles that have always sent calls to the Front Desk when the Operators are busy or are gone for the night.).
So, what have I missed that would keep all after hours calls from going to the Front Desk?
Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel
I set up a specialty ACD queue for that. Any call that comes in on the main business lines hits an auto-attendant. If a caller pushes "0" the call goes to the appropriate queue. During Call Center operating hours, they want calls to remain in the queue until answered. So I set no interflow number. After hours, when all agents are logged out, they want calls to go to the Front Desk. So I set the path unavailable number as the front desk extension (There are 3 phones at the Front Desk, each with 3 multicall lines answering the Front Desk extension.).
I was just informed by the Front Desk that they're not always getting external Operator calls when the Call Center is closed. I was told there is NO PROBLEM with internal calls to the Operator (These are handled via 5550 consoles that have always sent calls to the Front Desk when the Operators are busy or are gone for the night.).
So, what have I missed that would keep all after hours calls from going to the Front Desk?
Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel