ACD group scheduling and manual override 1

[LeeMcCauslin]

I have an ACD group that is for a department that is open 6 days a week. As it stand right now, they have set business hours controlled by an application I built in app builder:
Mon - Thur hours
Fri - Sat hours
closed on sunday
People who call this department outside of the business hours get sent to a message stating what the business hours are and to call again during those hours. This department didn't want voicemail and they don't want callers to be able to get back to the main system as there are labs and other service departments who ARE open during those hours that don't need to be bothered by this departments callers.

but NOW they have decided that maybe sometimes they do want to take calls on Sundays and they don't always know during MY business hours when they will do it.

So I need an easy way for them to turn the phones for this ACD group on or off that doesn't require me to log in to call pilot app builder and switch the Sunday day control block from the "we are closed" recorded message to the emergency hours time control block I built. It's fine if they decide during the week they need sunday hours - I can just make the switch in 10 seconds - but if they don't decide until Saturday and I am not available to come in (or I am not available to remote in from where ever I am) they can't turn those phones on.

I could make the Sunday block always avaialable and make sure they all set their phones to MSB NRD but then anyone who calls in just gets sent to the weekend regular treatment and that line is not for these people - we want to keep these callers away from the regular weekend people. if that makes any sense. (The weekend people should only be dealing with hospitals ordering product and not dealing with complaints or questions or whatever from the people who would call the ACD group)

This is an option 61c with Call Pilot 4.5 and we do NOT have Symposium. Just a regular ACD package for this group of about 20 sets.

VERSION 2921
RELEASE 4
ISSUE 50 W +

thanks for any suggestions!

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[telebub]

How about this: Leave Sunday always set as open. Make Holiday go to the after hours option. Create a mailbox in CP with "some user rights" admin capability and only allow Holiday settings. If they decide they want to take calls, then do nothing. If they are going to close on Sunday, the administrator log into CP Manager and add that Sunday's date to the Holiday table. When they return on Monday, the administrator can delete that date.



War Eagle!!

 

[LeeMcCauslin]

This sounds interesting - but I am kind of not sure how to do it - I don't believe I have ever messed with any of the holiday settings (for the switch? or for Call Pilot? everything here was mostly set up when I got here) I am not seven sure if we have holiday schedule since we are techinically open 24/7/365 - when the receptioneist leaves for the night she hits the night button on her console and that makes all calls that aren't to specific extensions go to the night people (who don't want calls for this ACD group)

Also, would the manager have to remember to turn it off every friday and restart every monday? There will be far more sundays they stay closed than staying open - I'm guessing maybe 4 or 5 times a year they actually want to come in. Which begs other questions I know but I'm not paid enough to second guess how silly requests of me are - just enough to find out and not make it obvious how silly I think it is. ;o)

Am I also anywhere near the right track in thinking this could be easily done with Symposium? I've never actually seen it in use - just heard mythical and magical things about how life would be easier for everyone if I had it. lol.

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[LeeMcCauslin]

If I go to Call Pilot/Messaging/Holidays I see a "Create Holiday" button but nothing else like there might already be a holdiay schedule...

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[LeeMcCauslin]

I am looking at the CP help entry for Holidays right now and it looks like I can create a holiday - say "Sunday!" - and define it and then add it to my application for the ACD group? Then tell the manager to turn it on and off by making him a mailbox that he can control through the phone like we control out own holiday greetings and remote notification and things?

And this won't affect anybody else?

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[telebub]

Are they using Symposium? Yes, Symposium would make this fairly easy. We could use a special agent login ID to make this work.

As far as my original idea, it sounds like you are using Day of Week and Time of Day blocks to control call routing? In the Day of Week block, you have Monday through Friday, Saturday and Sunday and Holiday. The Holidays are defined in CallPilot Manager under the Messaging tab. The Holiday treatment will only occur if the date is assigned in the Holiday table. Where does Holiday currently point to in Appbuilder?

In all of this I am assuming CallPilot is front-ending the calls?




War Eagle!!

 

[telebub]

It will only affect others if you have other applications using Day of Week blocks with the Holiday defined to do something.

War Eagle!!

 

[telebub]

In the Holiday table, you keep clicking "Create" to ADD Holidays. It will begin to list them below the create button. In your previous post, it sounds like you understand what I was saying.

War Eagle!!

 

[telebub]

The manager wouldn't be able to control it from the phone. He/She would have to log into CallPilot Manager and make the change from it. I would think they would train the supervisor on duty to do this that way you aren't bothered on nights and weekends.

War Eagle!!

 

[LeeMcCauslin]

THis group has holiday set to go to my recorded announcement of "We are Closed" - just like the Sunday block normally does. Other people have their holiday pointing to attendant - which is fine even though there is no holiday defined currently because the attendant will either take the calls or have her console in night mode which sends the calls to the night people.

Yes, CallPilot is the front end and No we do not have Symposium but I have been trying to get them to spring for it for a couple years now - every time this one group wants something it's always something "My old call center had it - why can't we?" but then they hear upwards of $75K and decide they can get by without it...

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[LeeMcCauslin]

Hmmm - yeah, I'm not sure I want them logging into callpilot manager. Unless there was a way to severely restrict them to only seeing the holiday schedule.

And I'm looking at my day control block and see the "Check For Holidays" button. I could uncheck that in everyone else's day controls but that still leaves us with them needing to log into CPManager...rats - I was hoping for an item maintenance thing that can be run from a phone.

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[telebub]

You could do it opposite. Leave Sunday set to "We are Closed" and point Holiday to "We are Open". Have the supervisor/manager log into CP Manager with the newly created mailbox and add Sunday to the Holiday table. Keep in mind that the Holidays are added by date, not day.

Yes it can be severely restricted. Create the mailbox with "some admin rights". You will then see all the of accesses that you can allow via a checkbox. Go down to the holiday checkbox and check it only. When they log into CP Manager, that will be all they can get to.

War Eagle!!

 

[LeeMcCauslin]

Awesome - I will experiment with this a bit. So I create this "some admin rights" box, give him the address for CPManager and the number of the mailbox and a password and his box will only see the holiday schedule and he can set it to the date he wants to be on...

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[telebub]

You got it. You can also modify a manager's mailbox rather than create a new one. If there are multiple managers that need the ability to modify the holiday table, just change them all to "some admin rights".

War Eagle!!

 

[LeeMcCauslin]

Oh man this is SWEET!

Question - I just picked an unused DN for the mailbox number (Not a DID though) - do I need to build a phone (phantom or otherwise) on the switch? Provided I remember not to give that DN to some internal phone?)


This is why I like this guy and his department - he is always asking me for things that force me to learn new things about my switch.

Fortunately I have you guys here to teach me!

SO now I have sunday > CLOSED
and Holiday > OPEN

and a mailbox he can log into and create a new holiday whenever he wants to open phones on sunday - the holiday schedule overrides the sunday schedule on the day in question, right?

He just logs in, creates a new holiday for the sunday date and hours in question and everybody wins?

Stars for you man, stars for you!

Thanks so much!

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[telebub]

Again, you got it. No switch number necessary. About midways down in the mailbox profile you will see a checkbox for "block incoming messages". Check that box and then check "disconnect". This way no messages can be left in the mailbox.

War Eagle!!

 

[telebub]

Lee, I got another idea if the Callpilot is release 5. Release 5 has a feature called "Remote Telephone Administration". If your Callpilot is not release 5, then there is no need in exploring this feature. If it is, I will detail that feature to see if it is something you would be interested in knowing about.

War Eagle!!

 

[LeeMcCauslin]

My manager is v5 but the actual server is still 4.4.4

CallPilot Manager version 05.00.41.57
Copyright © 2009 Nortel and its licensors. All rights reserved.
Connected to CallPilot server, callpilot, release 04.04.04

But thank you for all so far! I've already created a mini-manual with screen shots of what he should see when he logs in and we are going to test it tomorrow after hours (since he can use this basically to turn his phones on any time they would normally be off - just enter different hours - he should like that because he might decide one night to stay in until midnight and now he can).

Beers are on me!

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke