3300 ACD Schedule

[mitelmadness]

I have a customer who has asked if this can be done as I am fairly new to the 3300 I thought I would ask yourselves.

They have a DDI 1234 564590 which points to an ACD Group.
What they would like is:
Between 08:00 & 18:00 for calls to function normally.
Calls presented to the Help Desk between 6am - 8am and 6pm - 10pm be diverted to mobile phone.

Calls presented at all other times diverted to voicemail.

Is there any way this can be done and if so could you please advise how?

Many Thanks in advance

 

[kwbMitel]

You would need an external application like the 6160 Rel 3-5 to route calls based on time of day.

The 3300 does not have built in routing on TOD.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mitelmadness]

Thanks for that. Can the voicemail not be setup to do this?

 

[kwbMitel]

Not embedded mail

If you have a nupoint or 6510 or some such, probably.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelInMyBlood]

I was going to suggest VM. We front-end all of our business apps (those which aren't 24/7) with VM and a conditional transfer mailbox (Avaya (Octel) VM). You can even cascade these and through the use of multiple attendant schedules, accommodate complex varied schedules with different business hours each day of the week.

 

[Mitelpassion]

you could possibly do it without 6160 but it wouldn't be perfect nor very user friendly nor very flexible.

The best way is a 6160 application. 6160 is also a Mitel app.

 

[Henja]

Hi Madness,

This could be done without any applications, however it would mean a little interaction by the user... also you would need 2 ACD paths..... the first will act as a dummy and the other for the outer hours.

Also this would be achieved via Mitai and the 6100 application..... again you'd need the dummy paths.

Let me new if you need more info...

Cheers
Jase

 

[kwbMitel]

Question for MitelInMyBlood:

I was concerned with the swiching requiring 3 modes.

1 - Day mode (phones)
2 - Evening Mode (Mobile)
3 - Closed Mode (Voicemail)

I am unclear on how you would accomplish this with the embedded mail. Can you elaborate?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[slapin]

Call rerouting assignment form allows to have 3 destinations Day, Night1, Nigh2. So I assume it's possible

 

[kwbMitel]

Slapin,

We are looking for an automated switching that takes place at 6:00PM and again at 10:00PM.

Manual switching no problem but automated?

Still waiting on MitelInMyBlood to elaborate?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[nytalkin]

If you have a Nupoint with Call Director you can program this scenerio fairly easily.

 

[shawnb345]

You could always make two button on a phone .. DND on, DND off. At a certain time, put the ACD Q into DND. Therfore all calls will go right to VM.

I have this running now and it seems to be the best work around other than having agents logging in and out with 2 id's