AA help

[Tinos]

Hi all.

I need to setup AA using embedded voicemail on a 3300 MXEIII running ICP.6
The requirement is that an incoming call is answered by the AA and a greeting message played with the following options:
press 1 for X, 2 for Y and 3 for Z, 0 for the operator or required extension.
1 must play message your call is being recorded then let the call ring 3 times, if there is no answer a message comforting the caller plays then 3 more rings without an answer the call must transfer to the operator and announce the transfer to the caller (the announcement is a customized recording and not the system default).
2 and 3 just ring for the first 3 mins comfort and then ring for 3 more minutes and announce transfer to the operator as well.
After hours the AA must greet and mention business hours then transfer to a standby team (not the operator).
Call is being recorded must also play for calls going to the standby team from AA.
I couldn't get it working. Please advise.
Thank you.

 

[nytalkin]

The scenario you've outlined isn't possible with the embedded voice-mail. The long ring timers and multiple transfers are not supported in the embedded. You would need to have a Nupoint or other sophisticated voice processor to accomplish this using an application like Call Director (an option in Nupoint)

I suppose you're entitled to your opinion, I'm just not going to suppose very hard.

 

[Tinos]

Thank you for the response.
Can it be achieved via ACD with agents?

 

[jpruder]

You might be able to do this with a combination of acd and acd express or true acd if you have licenses. option 1 could transfer to an acd path that queues the caller with no agents present, plays rad that has the recording message then interflow to express with the people who will answer, plays another rad after around 10-15 seconds, then after another 10 to 15 interflows to another acd path that plays the operator message and then inteflows to operator. after hours transfers to a path that plays the message then interflows to the stand by team. The acd paths might need a moh file that is recorded ringbaack if that is desired, other wise they could play moh in the time between

 

[Tinos]

@jpruder, how do you advise I switch between day and night mode? Is it to be done from the operator console?

 

[jpruder]

You could schedule it or have human operation

 

[Tinos]

Hi all.
I have achieved my desired setup by combining ACD and AA.
In day mode if a caller takes no action the call goes to the operator. If a caller choses an option and there is no answer it also goes to the operator. This is because I have defined the operator extension number on 0 for the AA.
In night mode if a caller does nothing the call goes to the operator still. The challenge is that in night mode I want the call to goe to a standby team which is not the operator.
I have put a call reroute for the operator to go to standby team when in night mode.
This makes the calls to go to standby team by caller hears "you are being transferred to the operator".
I want the caller to hear "your call is being recorded" before the standby team answers.
How can this be done?

 

[jpruder]

I think that your night message should say something to the effect that if you press 0 or remain on the line, your call will be recorded. Then transfer to a queue that plays a rad tha says this call is being recorded prior to reaching the after hours group