AA to ACD

[Tinos]

Hi all.
I would like to setup the following scenarios:-
1. An incoming call is answered by AA
a) AA checks if its business hours - if its business hours AA plays a greeting message and advises the caller to hold
b) AA checks if its business hours - if its after business hours AA plays the business closed message and hangs up call
2. If its business hours AA transfers call to ACD path 1150 were an agent answers
3. If agent transfers the callor put on hold a music on hold specific to ACD is played (non ACD extensions must play system wide MoH)

How is this achieved?
Please assist with steps.
MCD release 4.0

 

[kwbMitel]

Your SW level does not allow for flexible night service switching

No 3300 MCD system allows for time of day routing natively

If you close at the same time EVERY day, then we might be able to active Night service switching at that time

Other than that, nothing


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What's most important is that you realise ... There is no spoon.

 

[Tinos]

Well noted.
Will do manual switching from Day to Night Service 1 or 2.
Need guidance on setting up AA to receive call and transferring to ACD during the Day mode and uploading a prerecorded .wav file for message.

 

[kwbMitel]

Assuming you want to play a message that states Your Call will be recorded...

It can all be done within the same path

You need 2 agent groups. 1 with your actual agents and 1 with no agents that allows queuing with no agents

Make the primary agent group the empty one
Make the first rad play right away and this is your pre-anouncement
Make the actual agent group the overflow agent group 1
Make sure to disable predictive overflow
Messages 2-4 can be used for the actual queue messaging


**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

The scheduling could be achieved through an IVR or a more advanced voicemail like the Nupoint.

You can't duct tape stupid.

 

[Tinos]

Well noted.
I want the following:-
1. Call rings and is answered by AA: Thank you for calling XYZ. Please hold for assistance.
2. Caller holds and is transferred to ACD
3. ACD agent answers
4. If agent holds a music plays

Note
1. Lets pass the after hours
2. ACD is already working with ACD Path 1150

Please assist with steps from creating the mailbox to uploading the .wav files

 

[kwbMitel]

I have no idea why you want to answer and transfer. That makes absolutely no logical sense.

Terminate the call directly to the ACD queue in day mode
Play whatever message you desire
call proceeds to agent

See previous notes for method

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Tinos]

I hear you kwbMitel.
I will try your method and feedback.
Thank you.

 

[Tinos]

Did as advised but getting lost on " Make the first rad play right away and this is your pre-anouncement "
Im not awware of how to load the message here.
Please assist.

 

[kwbMitel]

Try reading through this old post.

It is almost identical to yours.

thread1329-1570018

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Tinos]

Hi all.

Im stuck on how to make ACD play its own music on hold.

Please advis

 

[kwbMitel]

RE Music, what have you tried?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[jpruder]

This method for a pre announcement is cool

 

[Tinos]

I got it working.
The problem is with the After hrs message that is suppose to play when business is closed but now plays whenever there is no agent logged in ACD.
How can I change the design to meet the below:
Call - Business Hours - ACD
Call - Business Closed - Play after hours message

 

[kwbMitel]

set the re-routing for the ACD Q to route to VM in night node

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Tinos]

How does the system know the time modes?
Does one have to manually change the modes?

 

[kwbMitel]

@Tinos

We've already covered the ground on night service switching. Your response was:

Well noted.
Will do manual switching from Day to Night Service 1 or 2.

**********************************************
What's most important is that you realise ... There is no spoon.