what unit for ACD ?

[cvrbob]

cust has legend & a DID going to calling group with six members using ATL sets ,any idea's on ACD, & how to setup would be appreciated

 

[dizzyphillip]

What release are you working with?

 

[cvrbob]

ver 7.10 , i may have fineally talk to sub to use delay Announcements instead , with 2 ans machine, what is everyone else using

 

[merlinman]

Well, ACD used to be accomplished with the CALL MANAGEMENT SYSTEM. (CMS)

At one time, that was the cat's pajamas of an application.

We used a PC with special cards that emulated an ATL Attendant phone and would actually answer and transfer the call to an avaiable agent.

With the advent of the LEGEND and GROUP CALLING the CMS was immediately obsolete.

You can do all of what the CMS did with GROUP CALLING.

Assign your "AGENTS" as members of a calling group, set it up as AUTO LOG OUT, Give them an ES2 BUTTON, assign the LINES to the CALLING GROUP.

Tell the "AGENTS" if you want to get paid, press the ES2 (LOGIN) button to get calls.

There are several other things this can do for you as well, but this will get you started.

 

[cvrbob]

MM , cust was right,but i couldn't fine any imformation on that CMS, i had set up calling group but cust. wanted me to find more about CMS, he's nnow liking the calling group that i set up, with support group, but now want delayed announce every 1 min while in que, if i remember right CG can only have 2 annc devices, what happens after 2 min, looking at digtal announc from viking with 3 announc. , any others idea's

 

[merlinman]

Well, it is rather sparce, but probably what any one would need.

Here's the deal:

Primary Announcement answers, gives a message and then hangs up, putting caller on hold.

After a period of time (Specified in the CG Setup) Secondary announcement says it's thing.

Then, after a delay, secondary announcement does it's thing again, and again and again.... UNTIL and UNLESS it's set to TIME OUT and go elsewhere.

AND/OR you can set up a PROMPT OUT OF ANNOUNCEMENT option, where as the SECONDARY Announcement says:

" to get out of this endless loop, press the POUND SIGN"

Then your caller is sent to the OVERFLOW place.

I hope this helps.

OF COURSE, this has to be R6.1 or 7.0 (I Think) 5.0 May have done it, but I ONLY deal with 7.0 or later, other wise, I upgrade to 7.0.