ACD path busy

[floppy1]

3300 CXI 8.0 embedded VM

Customer has one ACD path with 5 agents. This completely contradicts the purpose of ACD but they want incoming callers to get a busy if all 5 agents are on calls.

Note that the path unavailable is directed to VM so that when all agents log off callers can leave a msg.

Any ideas or other solutions will be very much welcomed.

 

[dryaquaman]

Getting busy -Not going to happen with ACD

You could set the phones in a circular hunt group and fwd RNA to VM but give a busy if all agents are busy.

No clue as to why anyone would want to do that - esp. if they can go to VM on RNA.

Dry Aquaman

http://www.university-music-on-hold.com

 

[LoopyLou]

Kind of goofy but if you recorded busy tone as the greeting in a greeting only mailbox and then over flowed the path to that mailbox. You might kludge something that they think works. Otherwise as you say you don't get busy on ACD.

Maybe as dryaquaman suggests they should look to a ring group as they don't seem to really want ACD given that if all 5 agents are busy they want the caller to go away ( i.e busy tone ).

The single biggest problem with communications is the illusion that it has taken place.

 

[Supernova99]

Maybe you could put something together with IP trunking if you have it.
I was thinking that you could setup a IP trunk loopback with only 5 trunks enabled.
Use ARS to dial the loopback and then answer on the ACD path.

That way you will only get 5 calls before you get busy back.

Share what you know - Learn what you don't

 

[dryaquaman]

Supernova99,
Haven't used this on the 3k but is Min/Max available on a PRI these days?

Dry Aquaman

http://www.university-music-on-hold.com

 

[Supernova99]

Yes PRI min/max will also do the trick if IP trunking is not available, As min/max will be for the whole bearer.

Share what you know - Learn what you don't

 

[LoopyLou]

Min/Max is probably the way to go then although if you set a MAX of 5 to get busy any number of agents less then 5 will not produce a busy until 5 calls are queued.

The single biggest problem with communications is the illusion that it has taken place.

 

[kwbMitel]

Min/Max is a good option if all calls are presented to the ACD via a direct number.

If calls can be transfered to ACD from the switchboard or other users however, Min/Max will not apply. If even 1 call is transfered in, calls can still queue.

It sounds like you should be using a ring group. A ring group can be programmed to overflow after X seconds. Ring groups have issues with voicemail integration but that can be overcome in a number of ways.

I wouldn't consider using a hunt group because the calls won't progress to the next station if unanswered at the 1st offered station. The exception to this being if the huntgroup members are line keys on the phones and all phones ring simultaneously.



**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

kwbMitel never thought about the internal callers to the ACD queue. You are correct on that so even min/max will not guarentee a busy when all agents are on a call.

The single biggest problem with communications is the illusion that it has taken place.

 

[floppy1]

Thanks for all the responses and apologies for the delay in responding.

What they want is the DDI number to ring simultaneously at 5 IP sets and when all 5 are use incoming callers will get busy tone. Users want to be able to dip into and out of the group.

They really don’t want or need ACD so I thought I would remove ACD altogether and just route the DDI number to a mulitcall appearance on the 5 IP sets. Then use DND so that users can put themselves in or take themself out of the group.

I found that when all 5 sets are in DND if you call the multicall it's busy however when calling the DDI number it still rings all 5 sets.

So works internally but not when calling from DDI number.

Thought about ring groups but not sure how to overflow to busy or if DND can be used to come out of the group

 

[Supernova99]

The problem with DND is that it is not recognised by the PTT, so it ignores the condition and continues to ring.

However...

You might be able to do this.
Create an standard ACD extn and associated ACD agent and log in and leave it in make busy.
Then call re-route first alternative the multicall key to the ACD agent as it is 'Make Busy'
When calling the Multicall number and all users are either busy or DND the CRFA (agent ID) will also be busy and produce the busy condition you require.


Share what you know - Learn what you don't

 

[floppy1]

Thanks Super

I'll try this but not sure if they have a free IP set. I may try to set up on a set and remove it after.

 

[floppy1]

Ok

Perhaps the DDI number to a 5 line hunt group with hunt group members as key lines on all 5 sets with no overflow.

Users can then " I think" use DND to come out of the group. Then simply use night 1 to voice mail when they go home with vm key on all sets.

Then if all 5 are on calls incoming calls will get busy. If all 5 are in DND incoming callers will get busy.

I really dont know that this is a good idea and I have tried to educate the customer but they insist.

In my mind then if 4 members are in DND or on incoming calls that will leave only 1 line available for incoming calls but that's what they want.

Is this a feasible resolution to the requirement ? will it work ?

 

[dryaquaman]

I think what is going to happen is that if a phone goes DND it wont ring but the line will flash and the caller will hear ringing until answered or forwarded. In other words if a user goes DND it does not reduce the number of lines coming in. Other than that it should work fine.

Dry Aquaman

http://www.university-music-on-hold.com

 

[floppy1]

Thank you all for your suggestions.

In the end I stuck them on a ring group with an overflow to a mail box. convinced them that at least this way the caller has an option to either hang up or leave a message.

Then they use DND if they don't want to take incoming calls. All incoming calls will still queue the group and overflow however many sets are on DND.

 

[kwbMitel]

Group presence might be better than DND as it will only affect the ring group and not calls to the station.

**********************************************
What's most important is that you realise ... There is no spoon.