ACD path to MLAA to ACD path and then if no agents to MLAA, can it be done? 1

[MillTechNet]

Hi, can anyone shed some light on this problem please?

I have and ACD path that overflows to *410 which is a NameTag to a Multi-level Auto Attendant (410). This MLAA has one level of options. Each of these options places the caller into a new ACD path. This all works great with agents logged into the second ACD paths.

Now, what I need is that when the second set of ACD paths is entered, if there are no agents logged in then it needs to send the caller to a new MLAA (NameTag *400). This works fine if I start the call from a specific secondary ACD path, I get transferred to the second MLAA and on from there. However, If I try calling the original ACD path, I get all the way through the first MLAA, into the secondary ACD path, it hesitates then I get sent back to the first MLAA.

Any ideas how to break out of this so I can get to the second MLAA?

 

[kwbMitel]

This is one of the known issues with using Nametag Huntgroups.

It is my recommendation not to use Nametag unless the endpoint is the final point.

In the case of the endpoint being a MLAA you need to use a different method to force integration with a specific mailbox.

This was originally done with phantom ACD groups and I've never had any issues with this method.

*410 would be ACD Path
Agent group assigned would be vacant with no agents logged in
Agent group is set to allow queuing without agents logged in
Path is set to interflow after 3 seconds (to allow call to fully terminate to group and assign ACD path number to call
Interflow goes to VM and answers with MLAA

*400 is setup similarily

This will avoid the Nametag issue.

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

 

[MillTechNet]

Brilliant! I will give that a try tomorrow.

Many thanks for your help.

 

[kwbMitel]

I There is a FAQ on the ACD method which is a direct copy from a Mitel Document

faq1329-6743

There appears to be a need for some phantom extensions as the interflow point (although, give my method a try first)

If the phantom extension method is required then the phantoms will be *400 and *410 respectively and the ACD queue numbers do not matter

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

 

[MillTechNet]

Your first method has worked so I am happy!

Many thanks kwbMitel for your usual, accurate assistance with this.