ACD closed after hours

[elypu]

Hello,

We use an Option 11c PBX and Octel 250 as voice mail server.
I was wondering what is the simplest way to set up our three ACDs, each with 4-5 agents, in such a way that the queues would work only during the hours that the office is open, i.e. 8:30 AM to 5 PM.

I know that, if all agents are loged out, the ACDs go in night mode.

I would like the after hours incoming calls not to placed on the queues. Just a message with the hours when the office is open and to disconnect the call.

We already have a night message on the main number. That message is played when the console in reception is put in night mode. If it is possible to redirect the ACD after hours calls to that voice mail box, that would be an altrenative.

I will post the prints for the ACD and other things, if you need to see them.

Note: We also have a MIRAN 2. But I forgot what is the extension that I need to dial in order to login into MIRAN. Maybe someone can give me a hint about where to find this information.

-- I made an attempt to solve this. I created three forward voice mail boxes in Octel, one for each queue. I set up the forward destination for these VM boxes to point to the reception extension. I associated the VM boxes for the queues with a schedule and I was hoping that the calls will be forwarded only outside the office hours specified in the schedule in Octel. It did not work that way. The next morning all calls were bouncing to reception. So, I put an invalid destination for the VM boxes created for the queues. At least the calls did not bounce back to reception and, after hours, the calls where not placed in the queues.

Sorry for the long story.

Thank you for your time.

 

[tnphoneman]

Easiest way is to create a night ran and add the rout to the acd queue programming. Print the RDB for port 7 on the miran and you dial the ACOD to access for recording.

 

[x11tech]

Performing time of day routing on the PBX is not very easy. It's not actually designed for that.

There are two options that are the preferred method of handling time of day routing on the PBX, the first is delivering the caller to a voicemail application before queuing them to the ACDDN.

Example: Caller calls number, caller is directed to voicemail, voicemail determines if it is within business hours; if so, deliver to ACDDN; if not, deliver to announcement and disconnect.

That is traditionally how such a function is done.


Less desirable is the use of the interflow feature to allow supervisors to put the ACDDN in to night mode using a feature key on the supervisor phone. This would allow you to deliver the caller to either a RAN, another DN, a voicemail application that performs as desired, etc. This however cannot be scheduled.



There are two switch features that could be abused to meet the desired goal, but I must emphasize that this is not how the features are intended to be used.

The first method would be to set up an attendant night schedule and forward the DN to a recording (again, preferably a voicemail application that announces the closed business status and offers disconnect) during non-business hours and deliver it to the ACDDN during business hours.

The second method is to set up time of day routing schedules in your ESN data block and then locally terminate the call via CDP to a record (preferably a voicemail app) during non-business hours and to the ACDDN during business hours.


Each of the last two reduces functionality within either the attendant feature set or the ESN feature set if used in this way. If you have an attendant console then you should probably not use the first alternate method.



Since you have a voicemail system, I would recommend you front-end all ACDDN calls with your voicemail for the time of day check. I do not know Octel Aria 250 programming though, so you would have to consult with someone who is familiar with building applications. (It would not be a voicemail box... but a "auto attendant" or "voicemail application." And the calls would be delivered to the voicemail first, then delivered to their final destination... not sending the caller to the ACDDN and then NCFW it to the voicemail.)


Lastly, if you have Symposium or Contact Center, this can be dynamically controlled by scripting within the call processing rules. (You didn't mention having SCCS or CC so I didn't lead with that information.)

 

[elypu]

Tnphoneman, thank you for your answer.

I printed RDB in LD 21. I believe that by "port 7" you pointed to rout 7. Anyway here is what I got:

REQ: prt
TYPE: rdb
CUST 0
ROUT 7

TYPE RDB
CUST 00
DMOD
ROUT 7
DES
TKTP WAT
NPID_TBL_NUM 0
SAT NO
RCLS EXT
DTRK NO
ISDN NO
PTYP ACO
AUTO NO
DNIS NO
ICOG IAO
SRCH LIN
TRMB YES
STEP
ACOD 7107
CPP NO
TARG
CLEN 1
BILN NO
OABS
TIMR ICF 512
OGF 512
EOD 13952
DSI 34944
NRD 10112
DDL 70
ODT 4096
RGV 640
FLH 510
GRD 896
SFB 3
TFD 0
LEXT 100
SST 3 0
NEDC ETH
FEDC ETH
CPDC NO
SPCT IMM
HOLD 02 02 40
SEIZ 02 02
RGFL 02 02
RVSD 08 31
ILLR 02 02
DRNG NO
CDR NO
MUS NO
RACD NO
MANO NO
EQAR NO
FRL 0 0
FRL 1 0
FRL 2 0
FRL 3 0
FRL 4 0
FRL 5 0
FRL 6 0
FRL 7 0
TTBL 0
OHTD NO


PAGE 002

PLEV 2
ALRM NO
ART 0
SGRP 0
AACR NO

REQ:


So, I assume I need to dial 7107 to get into the MIRAN.
I am not sure where to add the rout in the ACD.
I guess I will have to do a little reading.

Thank you for your reply.

 

[elypu]

x11tech, thank you for your detailed answer.

I don't think I have enough knowldge to fully understand what you presented in your answer. Anyway, I understand from your answer that the PBXs are not designed to do that. That was not very clear for me before. I wanted to do that at the level of the voice mail server (Octel 250, in our case), using voice mail boxes. I still think that it should be possible to use some transfer voice mail boxes on the Octel.
But for that I will ask my questions on the Octel forum.

Your assumption was right. We don't have Symposium or Contact Center and I don't think that there are any plans to buy anything else.

I will find a solution with the Octel.

Thank you for the time you put in writing your answer and thank you for sharing your knowledge.

 

[x11tech]

So, I assume I need to dial 7107 to get into the MIRAN.
I am not sure where to add the rout in the ACD.
I guess I will have to do a little reading.

Thank you for your reply.

You are correct, but you won't be able to "schedule" this through programming on the ACD datablock. He's thinking of either adding it as the Night RAN Route, or NCFW (night call forward) to ACDDN to the ACOD. But setting the NCFW to the ACOD will not force the ACD queue to send the callers to the RAN after a certain time of day.

 

[tnphoneman]

From the way you were talking I knew you did not have CC6 or Symposium. Not trying to get a time of day solution here. You have to use the night ran route prompt and when they all log out it goes to the message ran route that you set up.

I believe that by "port 7" you pointed to rout 7. Anyway here is what I got:

NO NO NO the last port on your Miran card is a DID trunk and you need to print the TNB for that port and then you will know what route it belongs to. The one you printed was a wats route. You really need to get yourself a copy of the Miran manual if you want to try to go any further.

 

[bhorocks]

You can forward the call to a voicemail box. at least on a 81c you can.

TYPE ACD
CUST 0
ACDN 8416
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 51
FRT 12
SRRT
NRRT
FROA YES

NCFW 8441 (call forwarding)

FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[elypu]

Hello guys,

Thank you for your replies.
The problem that I see in using NCFW is the fact that it depends on the agents to log out, all of them in that queue. Sometimes they forget to log out.

I was thinking that if I use some combinations of forward type voice mail boxes in the voice mail server (i.e. Octel 250 in our case), I can have better control when the calls are placed on the queues based on the schedule associated with the voice mail boxes. In this way, incoming calls arriving after hours are not forwarded to the queues. And I don't depend on agents remembering to log out.

I do have a PDF file with the MIRAN II card. I am starting to look into it.

Thank you all for making this forum so interesting and usefull.

 

[1norteltech]

x11tech has pointed you in the right direction. I have several acd's controled by time of day in Mer Mail. I am not familiar w/ your VM system either, but what you need to do is NCFW your ACDN to voice mail(VM). Set up VM to recognize your ACDN and point it to a time of day control(TOD). You should be able to set up day and night treatments for that TOD. MER Mail has message services (press 1, 2, ect.) and announcement services (Just a recording and disconnect). Then program a new ACD number on your sets that your day treatment forwards to from VM. After hours, callers get night recording or what you choose.

 

[tnphoneman]

Be careful of the added traffic on your voice mail ports. You may end up affecting normal use. Sure it can do it but you have to think of all the factors. Especially if it is a high traffic situation.