ACD Paths/Dial out of a queue

[Michezo]

Hi,

System: 3300 CXI Controller:
I'm trying to program dialing out of the queue. Currently when the call comes in, I have programmed a RAD that plays "welcome to blah blah blah, press 1 for support or hold for operator" the Music on hold then kicks in. I'm thinking I have to use the ACD Path interflow DL form? I would like to program it such that if the caller hits 1, the call is transferred to an ACD (support). Once the call is in this ACD, go round the agents and if NOT answered, the caller should be able to dial 1 again to leave a message. Does his make sense?

My other RAD refers to an after hours message that tells the caller to press 1 to leave a message and if they require urgent support to press 2. If they press 2 the call is to be forwarded to an on-call mobile phone number which will be with one of our techs always. I'm assuming this is also set up in the path interflow DL form as well? What's the best way of achieving this? My other announcements are similar with the message "press 1 to leave a message or hold for operator".

I've also got MOH playing when the first RAD plays, how do I get it to play when the caller Dials out of the Q? Will it automatically play?

I hope I'm thinking in the right direction and any assistance is greatly appreciated. I’m still quite new to Mitel and our main phone systems guy is away.
Cheers!

 

[nekminnit]

If you want to dial out of the initial RAD (i.e. pressing 1-9 etc) then yes you need to use the ACD Path interflow dialing lists form. Assuming you have configured another ACD path (support) I would have enabled interflow, set timeout to 30secs or something, and specified an interflow DN number (point to specific voicemail mailbox).

For your other RADs, as long as you specify the interflow DL in the ACD path form (and configure the ACD Path interflow DL accordingly) you will be fine. Looks like you are on the right track.

When you dial out of the ACD, if you are dialling into another ACD path, the MOH will play as per that paths config. If you are dialling out to an extension, there won't be any MOH (at least this is my understanding of it... dont quote me here)

 

[LoopyLou]

In order for you to be able to dial out of a RAD it must be the trunk answer point. Any forwarding or rerouting to a RAD will stop it from processing digits. So for your initial "welcome blah blah press one or hold" message you need that RAD to be the answer point for the trunks. Another possiblity for this would be to use the voicemail.

When in an ACD queue you can setup dialing out of any of the paths RAD's. So if a caller is in queue and you have a RAD that repeats, then each time the RAD repeats the caller has an option to dial out of the queue.

The after hours RAD to press one to dial a message or 2 to be transferred to the cell might also be better using the voicemail as once again unless the RAD is the trunk answer point then you can't dial out of a RAD other then in an ACD queue.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.