ACD Announcer

[msteletech]

We are starting basic Call Center type environment for Customer service who do not share calls among a group. Option 61, Rel. 21, Meridian Rel. 13 features. Per agent, need to route callers to hold queue with option to hold or go to voice mail before and after the overflow process.
The maintenance tech said I need to purchase ACD announcer so he can program the ACD queue. What type of announcer should I check out as it ranges from 1 channel to to 64 channels and is there music onhold feature? Any help on this (without buying a new phone system which is way overdue) is greatly appreciated.

 

[mikethephoneguy]

Might want to look at purchasing a MIRAN card for your PBX.

 

[johnpoole]

upgrade the phone system.. merridian makes one of the top systems on the market.. and the card is a miran card.. braodcast capable so one channel can play recordings to as many users as you license for.. and yes digital moh comes ion the package and you can change the music.. the only problem with option out is leaving people in que and giving them the option.. we do it with symposium and ivr license in our call pilot... i've worked on a 6000 seat acd group with that same setup... two 81c's and 4 symposium servers on two sites...

john poole
bellsouth business
columbia,sc

 

[grumpyone60]

A possible option is an Interailia Announcement device. These are relatively cheap and work fine with your configuration...

From the ACD que it will hear a first message, then MOH, then a second message and depending on timer, it will repeat this 2nd message over and over....

 

[TAnselm]

Easiest way would be to forward ACD number to a voicemail menu system. Give your caller the option to go into the queue or leave a message. Let your menu system forward the call as appropriate.

 

[johnpoole]

both of those work, it's cheapest to use the menu in front of the acd que.. that does not allow a second prompt after the person has be in que.. sending them a second menu would put them in the back of the que if they decedied to wait.. interallia work, there old and have been around forever.. i just trashed 6 boxes and they had been on line for over 10 years... except for the internal battries they were as good as new.. if you need a possible 64 ports, i would spend the money for miran... no jumpers and easy to reconfig and rerecord..

john poole
bellsouth business
columbia,sc

 

[msteletech]

The cheaper method works for this company, and I suggested to the tech to use the voice mail menus to route prior of hold. He was not so sure about that, now it could work without the announcer, good news! We plan to program a demo prior of any purchases and changes to existing phones. When the time rolls around for the new system I will definately check the symposium. Also, the MIRAN card but then they will want us to spend $100,000 on upgrades for adds. Thank you for the great tips!

 

[GHTROUT]

Initially, I was hesitant to use our mail system for anything in front of our Help Desk.

What worried me were two things:

1 - What if mail went down

2 - Would traffic during some outage where lots of users would be calling be too much.

I was talked out of worrying about #1 because it was no more likely to happen than the PBX itself failing.

Point 2 can be minimized if the menu or whatever service is in front is recorded and designed for a very fast turnaround...in other words, no babbling about how "important your call is", the statement that you will be "answered in the order recieved" as if anyone would assume otherwise, repetisious "pleases" and "thank yous" at every choice, etc. Callers just want to know where they are, what is up and what to press.

However, the number of mail ports may still be a show stopper




~

http://www.GHTROUT.com/

 

[msteletech]

I agree, the menu message needs to be minimal babbling which management does not have any concerns in this area. I have tried to introduce this concept. We have to announce due to FDA regulations....in front of 2nd menu message and now more directions with no live person! Thanks for helpful info.