I was recently playing around with ACD on our lab system (I may be doing an ACD set up at a site soon). I have everything working but the que greetings using RAD greetings seems so involved. This is what I did based on the manual- I recorded Rad greetings 1-3. I assigned each one to a RAD set. I set up 3 RAD hunt groups and added 1 VM port to each HG, assigned Rad set to each VM port. In PATH assignment form I entered the 3 HG DN's for 3 seperate Que greetings. I hope I explained it correctly. It works just fine and I was curious to see if the same greetng would play twice for 2 separate callers and it did. Is this the proper way to do this? Is there an easier way to do this?
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ACD Que Greeting on 3300
- Thread starter pbxnkey
- Start date
That is the correct method. They're complicated because they are so flexible.
One thing to note, the greeting will play to multiple callers simultaneously if necessary.
E.g.
Caller 1 - queues and geeting starts
Callers 2,3,& 4 Call and queue while caller 1 is listening to greeting
Callers 2,3,& 4 heare greeting simultaneously as soon as it becomes available.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
One thing to note, the greeting will play to multiple callers simultaneously if necessary.
E.g.
Caller 1 - queues and geeting starts
Callers 2,3,& 4 Call and queue while caller 1 is listening to greeting
Callers 2,3,& 4 heare greeting simultaneously as soon as it becomes available.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
Canuckvoip
Technical User
Good work pbxnkey,
If you can afford another RAD port, record and program it for a "thanks for holding" message repeated after 40 sec or more.
Use that in each path/queue.
Dave
You can't believe anything you read... unless of course it's this.
If you can afford another RAD port, record and program it for a "thanks for holding" message repeated after 40 sec or more.
Use that in each path/queue.
Dave
You can't believe anything you read... unless of course it's this.
Mitelpassion
IS-IT--Management
kwbmitel is there a specific way to get the RAD to play to mulitple callers? I've got this working on a 6160 but the embedded ports don't act in the same way...
MitelPassion: The listen only conference with RAD feature is a function of the Path programming. I am unaware of a difference based on the type of RAD that is used. I can't honestly say I have tested with voicemail RADs. The software has functioned this way since forever. It's worth checking if what you say is true.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
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Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #6
Thanks all for the input. So even though I am assigning 1 VM port for each greeting it will never be busy for mulitple callers. I guess if there were multiple ACD groups with many greetings, the systems VM ports would have to be increased.
What is the purpose of having multiple greetings on a RAD Set? I tried adding multiple RAD greetings to a RAD Set and they play consecutively. Is there a timer to increase the delay between RAD Set greetings? That would minimize the amount of ports I use.
What is the purpose of having multiple greetings on a RAD Set? I tried adding multiple RAD greetings to a RAD Set and they play consecutively. Is there a timer to increase the delay between RAD Set greetings? That would minimize the amount of ports I use.
The mutiple greetings in a RAD are played concecutively to simulate 1 total greeting but broken down to simplify re-recording. Some parts may not need to be re-recorded while others may simplifying recording for the users.
The best example I can give for having multiple rad greetings in a rad set is for a Hotel that uses a RAD as their wakeup call.
Rad Set 10 -
Greeting 1 - (Never Changes)Hello, this is your automatic wakeup call
Greeting 2 - (Changed Daily) this morning our breakfast specials are ...
Greeting 3 - (Changed Daily) The weather forcast for today is ...
Greeting 4 - (Never Changes) Thankyou for staying at ... and have a good day.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
The best example I can give for having multiple rad greetings in a rad set is for a Hotel that uses a RAD as their wakeup call.
Rad Set 10 -
Greeting 1 - (Never Changes)Hello, this is your automatic wakeup call
Greeting 2 - (Changed Daily) this morning our breakfast specials are ...
Greeting 3 - (Changed Daily) The weather forcast for today is ...
Greeting 4 - (Never Changes) Thankyou for staying at ... and have a good day.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #8
If you only have 1 port avialable for each message, you may want to keep the duration as low as possible. The message will only play to the second caller once completed for the first and if the message is long (>20s) then the second caller will get excessive ringbacks (>5) before the message plays.
Using Multiple ports for the initial message is recommended whenever possible to maximise availablility.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
Using Multiple ports for the initial message is recommended whenever possible to maximise availablility.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #10
The call has to be answered by a RAD or agent before MOH. The critical message is the first one as the caller will hear MOH from then on. They usually won't notice if the second message comes on 20 or 40 seconds too late. Here is how I would assign my messages using 3 msg's and varying amounts of ports
[tt]
Amt ports Msg1 MSg2 Msg3
3 Ports 1 1 1
4 Ports 2 1 1
5 2 2 1
6 3 2 1
7 4 2 1
[/tt]
1st is double of second is double of third etc.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
[tt]
Amt ports Msg1 MSg2 Msg3
3 Ports 1 1 1
4 Ports 2 1 1
5 2 2 1
6 3 2 1
7 4 2 1
[/tt]
1st is double of second is double of third etc.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #12
They represent the distribution of ports per message.
With 3 ports each message gets 1
With 6 ports Msg 1 gets 3, Msg 2 gets 2, and msg 3 gets 1
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Occam's Razor - All things being equal, the simplest solution is the right one.
With 3 ports each message gets 1
With 6 ports Msg 1 gets 3, Msg 2 gets 2, and msg 3 gets 1
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #14
- Thread starter
- #15
I have had some time to play around with ACD and noticed a couple of things.
1) The manual states while on an ACD call I can press the SuperKey , then press Help, then dial the supervisors Agent ID or Ext # to request help from a supervisor.---When I do this nothing happens. I would imagine that I would have to define the Agent ID that is to be the supervisor but I can't seem to find it.
2) IF I call an ACD Group and an agent is available but does not pickup the Que greeting will still play while it's ringing the ACD set. I understand I can change the time when the 1st greeting will play--but is this the way the system works?
I've worked with Nortel ACD and the system know that all agents are busy therefore it plays the Que greeting. With Mitel 3300 I have to specify the time for it to play.
1) The manual states while on an ACD call I can press the SuperKey , then press Help, then dial the supervisors Agent ID or Ext # to request help from a supervisor.---When I do this nothing happens. I would imagine that I would have to define the Agent ID that is to be the supervisor but I can't seem to find it.
2) IF I call an ACD Group and an agent is available but does not pickup the Que greeting will still play while it's ringing the ACD set. I understand I can change the time when the 1st greeting will play--but is this the way the system works?
I've worked with Nortel ACD and the system know that all agents are busy therefore it plays the Que greeting. With Mitel 3300 I have to specify the time for it to play.
For Number 1, yes, that is the way it works. I've only used it dialing the Agent ID. (There is no specific "Supervisor" code as there is on the SX200). I did not know it could be used to dial an extension but this does not surprise me.
The supervisor phone needs to have the COS option for Silent monitoring and the Agent set needs the COS option to allow Set to be monitored.
When the Agent requests help, the supervisor can accept the request for help. This will place the supervisor in a Listen only conference on the call. The supervisor can monitor what is happening and choose to barge in and take over the call with the press of another key. I believe the agent and the Supervisor can discuss the call in progress with push to talk buttons without the callers knowledge but my memory is hasy on that part.
With respect to # 2
Yes, the Mitel is designed to operate on timers. This way, if an agent forgets to place their phone in Make Busy and walks away the caller will still get the comfort greeting. I always design my first message to kick in at about 15 seconds (About 3-4 rings). This allows available agents to answer before the message and not too many rings to concern to the caller.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
The supervisor phone needs to have the COS option for Silent monitoring and the Agent set needs the COS option to allow Set to be monitored.
When the Agent requests help, the supervisor can accept the request for help. This will place the supervisor in a Listen only conference on the call. The supervisor can monitor what is happening and choose to barge in and take over the call with the press of another key. I believe the agent and the Supervisor can discuss the call in progress with push to talk buttons without the callers knowledge but my memory is hasy on that part.
With respect to # 2
Yes, the Mitel is designed to operate on timers. This way, if an agent forgets to place their phone in Make Busy and walks away the caller will still get the comfort greeting. I always design my first message to kick in at about 15 seconds (About 3-4 rings). This allows available agents to answer before the message and not too many rings to concern to the caller.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #17
I just tried the Supervisor Help, but nothing happens.
Here is what I am doing:
1)Called into system.
2)Answered using ACD set
3) Press SuperKey (blue Button)
4) Press Help
5) Press 1 (for Agent ID 1)
Nothing happens, it display stays on a Help Tutorial.
Should the Help key be a Softkey?
FYI- I am using IP5340's
Here is what I am doing:
1)Called into system.
2)Answered using ACD set
3) Press SuperKey (blue Button)
4) Press Help
5) Press 1 (for Agent ID 1)
Nothing happens, it display stays on a Help Tutorial.
Should the Help key be a Softkey?
FYI- I am using IP5340's
Your agent login codes are single digit? This would be unusual.
If this is the case I suspect you have conflicting DN's starting with 1. Try entering 1 then #.
If this still fails, try creating an Agent login with more digits that does not conflict with other DN's and try again.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
If this is the case I suspect you have conflicting DN's starting with 1. Try entering 1 then #.
If this still fails, try creating an Agent login with more digits that does not conflict with other DN's and try again.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #19
- Thread starter
- #20
I got it to work. I have a IP5224 hooked up also and it worked fine pressing the SuperKey but it would not work with the 5340IP. So I checked key assignment options on my 5340IP and noticed there was a Super Key option. So I programmed a key for SuperKey (named it Supervisor Help) and it works like a charm. No Thanks to the Manual! Thanks for your input KWBMitel!
I'm very familiar with Nortel ACD so I am trying all possible scenarios that I come across when doing ACD, so other things will come up. Thanks again.
I'm very familiar with Nortel ACD so I am trying all possible scenarios that I come across when doing ACD, so other things will come up. Thanks again.
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