ACD overflow to another Mitel system

[alnewman]

I have heard this is possible but I have not been able get this to work.
What I am after is a call comes in to an ACD group if the all the ACD agents are busy and unable to answer the call then the call is passed onto another Mitel over an IP Trunk. I think I have to setup interflow and overflow but that is as far as I can go.
Has anyone set this kind of think up and if so how. The Mitels are 3300ICP in r7.1 UR2.

 

[slapin]

You can try to use remote agent groups.

 

[kwbMitel]

If you want the call to remain queued for the current agents and add agents in a remote location you need remote agent groups and use overflow.

If you want the call to leave the current group and start with a new group Interflow can do the trick (remote agent group would still work but not required)

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Hard work often pays off after time, but laziness always pays off now.

 

[alnewman]

kwbMitel
Basically our customer wants the call to go to another branch else where in the country if all the agents are busy or the call is not answered in a given time. Will both your suggestions work or is one better than the other.

 

[kwbMitel]

If you have the option of using overflow to a remote agent group I would use it. Overflow leaves the caller in the current queue but adds the remotes agents to the pool after the the timer threshold is reached. By utilizing predictive overflow the system can determine whether the call is likely to be answered before the threshold timer and engage overflow prior to the timer expiring as needed.

The complexity of the above arrangement however sometimes leads the customer/technician into an area where it is no longer possible to define what happens and when.

If you need clear cut definitions of call flow and simplicity is a key element then I would utilize interflow. Interflow will engage at a pre-set time at go to a preset place without all the grey areas.

I've used both and they both have their advantages and disadvantages.

In both scenarios you will have issues with the overflow/interflow when busy aspect. ACD programming is designed to queue callers until preset timers expire. To route calls based on busy agents really defeats the purpose.


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Hard work often pays off after time, but laziness always pays off now.

 

[alnewman]

Do you have a config example for the overflow setup.

The remote subgroup agent number can be any number as long it does not have a number that will conflict with locla groups. As for the remote Access number, how does this work with the remote agent groups?

 

[kwbMitel]

As you know ACD can be pretty complicated. To deliver a progrmming example would consume more time than I can invest in this forum. Sorry. If you can take a whack at it and ask specific questions if/when you get bogged down that would be easier.

If someone else can deliver, please help.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[alnewman]

Many thanks for the advise. I have one question. The remote access number, is that the number of a remote mitel extension or group?

 

[kwbMitel]

What form are you entering this remote access number and in what field.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[alnewman]

I have got a work around for this problem using speed call assignments. Basically I have found that the way the customer has their Mitel's setup ie path assignment numbers are all the same. This would not make it possible to use the remote agent assignment form without reprogramming all of their Mitel's. So instead I am going to use speed calls. Overflow to a number on another Mitel and speed call that to one of the path assignment numbers.

Many thanks for your help and advise in this matter. I will let you know how I get on.