ACD Call queueing question 2

[MacMan11]

We currently run our Option 11c at release 24 with an automated attendant and all calls are sent off to individuals or to a shared DN for a small group of support people. In my reading I see that keeping callers in a queue is possible. I realize that this might be straightforward for most of you but I am learning and wish to test this scenario out. What I would like to implement is the following:
1. user telephones into the automated attendant
2. if they invoke a support menu item they are placed in a queue with a straightforward first-in first-out policy
3. once in the queue, if they do not wish to wait any longer, they can revert to leaving a voice mail message.

Is this possible, and if it is, could someone briefly summarize the basic steps or point me to the best manual(s) to look into?

Thanks in advance.

 

[unkalary]

Some of what you want is possible but there is not enough room on this type of board to walk you through setting up an ACD. Maybe someone can communicate directly through EMAIL to try and help you. I am not totally up on ACD, otherwise I could help you.

 

[ChristyJ]

I haven't seen the 3rd item done without a call control application such as CCR or Symposium.

For each option on your attendant you can send the call to a CDN on the system rather than directly to a DN. When you are setting up the CDN set the DFDN prompt to the ACD queue ID. This will get calls into the ACD queue. ACD ID's and CDN's are setup in LD23 (you have to make sure that the SW on your system has Call Centre functionality)

At the phoneset you will have to associate the phoneset with the ACD queue(LD11). This is done on KEY 0 using the following: -

Key 0 ACD 1234 0 2345 - where 1234 is the ACD ID and 2345 is another unused number which denotes the position ID of the set within the queue.

The users can log in to the ACD using this button on the set and recieve calls from the queue. You will need to set another KEY with the NRD (Not Ready) feature on the set.

Hope this gets you started.

 

[wdhb]

you can use CWTH / OVDN to do return calls to MMail, however, the 1st call in the q is stuck there.