ACD DNs point to sys #s

[coniglio]

we use system numbers (exts.) noone has a DID. All our calls are routed through the operator who then transfers the caller. The reason they do this is because they want the caller to hear the firm's name when they call. My CEO happened upon a MIRAN card and asked if i could use the card in conjunction with our 200 unused DIDs so that callers to these DIDs would in fact hear the firm's name. I explained that the way this would have to work is I would take (example) DID 4400 and build it as a dummy ACD DN and NCFW it to the current system # 5432. I would record the firm's name as the FRRT. Would this allow callers to hear "you have reached X firm" and then the caller would automatically be transferred to ext.5432? Please advise and also please advise if there's any other way to do this. thank you.

 

[MarieCurie]

Perhaps you could just define the RAN route in your INT_DATA in the customer data block for the calls to vacant number prompt. Then you wouldn't have to build 200 ACD DNs. Unless, of course, you need them to transfer to 5432 after that, then this option wouldn't work. I believe you won't get the FRRT if you just have a dummy ACDN. Good luck in finding the answer!

 

[coniglio]

do you mean not actually build/assign these DIDs but just change them from where unused DIDs currently go (which is the operator) to a RAN route saying "you have reached XYZ firm"? then how are they going to get to the system number of the individual they are trying to reach? That's the problem you addressed in the second part of your email, right? And are you saying i cannot put a recording on a dummy ACD DN? that will stink for me....

 

[MarieCurie]

On the first question, that is right...they won't get to the extension unfortunately. On the second question, I am 80% sure you won't here the RAN if there are no agents in the queue (which there won't be on a dummy ACD)...it would just go straight to the NCFW.

 

[coniglio]

so what do i do to make this work? or is this even possible?

 

[MarieCurie]

Do you have Meridian Mail? Perhaps you could NCFW the dummy ACDNs to a voicemail box, with the zero-out option going to #5432. This would still involve building your 200 ACDNs. How are the vacant DID numbers treated now? Do they go to the attendant, and instead you want them to go to a recording?

 

[coniglio]

that won't work because we need to have the firm's name announced BEFORE the caller hears ringing. Don't ask. i don't make the rules, I just follow them.

 

[coniglio]

if i can't put a RAN recording on a dummy ACD DN can i conceivably build each user's phone as an ACD set and have them log in and out? If anyone knows definitively that i canNOT put a RAN ona dummy ACD DN please let me know ASAP. Thank you!

 

[DDionne]

FRRT is played only when there are no available agents to answer q calls. To have available agents, they must first log in and be on an active call or be in not ready. Dummy acd does not have agents logged in therefore the calls forwarded to the NCFW ext.


DD

 

[sandyml]

To answer part of your question -- if you enter a RAN route at the NRRT prompt, and also put in a destination number at the NCFW prompt, then callers to a dummy Q will first hear the ran route and then be transferred to the NCFW number.

 

[DDionne]

Good call, Sandyml. I forgot about Night RAN. I read the feature: calls come into the Q and because no one is logged in (dummy q), the call is presented to NRRT (Night RAN Route, if it exists) after NRT (programmed delay in seconds) then the call is sent to NCFW.


DD

 

[coniglio]

Dear Sanyml and Ddionne, i can take DID ext. 5555 and build it as a dummy ACD DN and set the NITE RAN to play "you have reached XYZ firm" and then set the NCFW to the existing system # ext on attorney X's phone and calls to that DID will hear RAN and then ring to the system number? please verify because this is EXACTLY what I need. Thanks!

 

[sandyml]

Yes, that would work. Let us know how it goes for you.

 

[coniglio]

i certainly will. thanks a lot for your help.