ACD Queue and voice messaging

[Floyd94]

I have a small call center consisting of 1 agent. When the agent is logged off the phone, and I call our ACD que, an emergency phone message is played.

What I would like to see happen is when the agent is logged off the queue and someone gets transfered to that queue, I would like that person to be transfered to the queue voice mail rather then getting that emergency phone message.

I've checked the routing off calls during off hours, and calls going to that ACD queue get automatically transfered to voicemail.
This does not happen the same way during regular business hours.

Can anyone be able to help out here?

Thanks for any help provided.

 

[Milesprower]

Is control of the call under SCCS/CCMS or are you only using the switch based ACD capability?

 

[Floyd94]

The call is under the control of the SCCS.

Thanks for the response.

 

[sandyml]

You will need to modify your script accordingly. Before you queue to a skillset anyway, you should check to see if its out of service or not.

Something like --

IF OUT OF SERVICE <skillset> THEN
EXECUTE NoAgents /*section for voicemail routing*/
ELSE
QUEUE TO SKILLSET <skillset>
END IF

 

[Floyd94]

Where do I find this script?

Thanks

 

[sandyml]

If you are not already familiar with script writing, the best thing to do is to call your vendor and have them rewrite it for you.

 

[Floyd94]

Thanks Sandyml.

I did call our vendor and I am just waiting for someone to call me back. I figure in the meantime, I would look to see if I can isolate where this script or prompt is being played.

Thanks again.

 

[sandyml]

You did say SCCS -- so I am assuming you have a Release 5.0 or earlier of Symposium Call Center Server.

All the scripts are in the Scripting section of either the web client or fat client, depending on how current you are. A script contains all of the call routing and call treatment instructions for all calls coming into the system. If you do get to that section, be very careful not to change anything at all, as you may adversely affect your call center.

If by some chance you actually Symposium Express (SECC), the above does not apply; different structure.

 

[hillrd]

I am running Symposium Express 2.0 at a Hotel that I manage. They just converted from the M2250 consoles to the M3904 to handle there incoming calls. The problem I'm having after installation is that when a call comes in on the ACD phones, and the operator transfers the call to an extension, if that extension has an FDN (ring no answer)0 or covered by the operator, the dispaly on the M3904 (used as ACD phones) does not show that the orginating call 404-354-xxxx was Ring No Answer from ext xxxx when the call comes back to an agent. The display only shows the originating call and the skillset name (404-354-xxxx Hotel_Main). I tested this situation using an in-house phone and it works perfect. Can someone help me out here?

Thanks for any help.

 

[sandyml]

The Symposium Express phoneset display overrides the regular phoneset display, so that calls comingin on the ACD key for one of those M3904 phones (acquired by Symposium Express) will not show the same info as your in-house phone.