ACD Path Setup

[rocky4j]

Hi,

Need some help:
I am setting up a ACD where I have followed the Primer, so far so good.
But two things that I am stuck on is:

1. I need the ACD to Break out to another ACD Path. The Call flow is
User calls in> Play options> 1 for support, 2 for sales, 3 for SD etc. Now 2 sales & 3 SD goes to Hunt groups but I need 1 to go to another ACD path where users login and out.

2. When users call in the support is open 24X7 but options 2 sales and 3 SD are only 9-5pm so I need to play a message to call back during business hours else leave a VM.

Please help!

 

[kwbMitel]

The dialing options are changed on the Path Interflow Dialing Assignment Form.

You will need a new ACD path for the Night message.

When it comes to voicemail, the the integration rules are quite complicated with ACD and interflow so I recommend you utilize Nametag groups as described in the following FAQ
faq1329-7197

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

 

[rocky4j]

kwbMitel,

Can you please advise on the "cleanest" way to setup an ACD on the MITEL.

This is what I need:

X1 Support desk using ACD agents
X1 Hunt Group for Sales
X1 Hunt Group for SD.

I need a user to call in and hear the options press 1,2 and 3. 1 - will take them to the ACD, 2 and 3 to the hunt groups.

To setup this initial inbound would you advise to setup a Multi-level AA Conf?

Also I noticed that when I called the ACD the Agents extension rang during message being played to the caller. i.e please press 1 for x - at this point the agents extension began ringing.

Please advise.

 

[kwbMitel]

I had the understanding that some of your config was already working. What do you already have, be specific with pilot numbers etc if you want specific help.

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

 

[rocky4j]

kwbMitel,

This is the setup:

4557 Path Directory > plays RAD 15 > Path Interflow Dialing List 1.

Path Interflow:
1 - will take them to the Path Directory 4568, 2 to Hunt group 6702 and 3 to hunt group 6703.

4568 Path Directory goes >plays RAD16 > to members of the ACD skill group 11.

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As you can see the first path directory 4557 is only playing options to forward on, should I change this to
Multi-level AA Conf instead? Also when the call goes to Path Directory 4568 during the playing of the RAD the agents phone begins ringing I need it so that it will ring after the RAD had completed.

Thanks