ACD Queue routing

[msteletech]

Hello, we have Option 61, Release 21.54 with no upgrades approved in the near future. We are testing ACD queue for hold routing for only one agent with no music or message hold route. The Interalia is pricey for 4-8 port message hold for this company. When the agent is logged in, the next caller appears on 2216 set. The caller hears 4 rings (12+ seconds) and is in the queue then it is forwarded to the menu for a 90 second message with the option to return to the agent or voice mail. If there is no message hold device then the caller cannot hold in a queue? Checking if the programming is ok to detain a caller for at least 1-2 min without Interalia. Meridian Mail release 13, has 2 minute menu recording option.
ACDN 6502
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
IDAP NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 6508 agent voice mail
FNCF NO
FORC NO
SPCP NO
OBTN NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 18
HPQ NO
OCN NO
OVDN 6415 Meridian mail
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100

I am one of the newbies who never gets an upgrade to make my job easier! Thank you for your help.

 

[Johnthephoneguy]

A caller can be held in Queue without music or any hold devices, the PBX will hold the calls itself. The problem of leaving people in queue without music or announcments is that the person may think the call was hung up on when they only hear silence.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[acewarlock]

Do the people who are calling the ACD queue are they spendig any money with your company, or doesn't your company care if the person never calls back. I think a few dollars for a RAN and a MOH device is a small amount to spend.

 

[msteletech]

John,
What timed programming puts the caller in queue. Right now it does not stay in queue only rings as setup then forwards to menu message. I may not use it, just wanted to know. Thank you.
By the way does any one know what a 8 port message on hold cost? I heard even the IT dept. has a problem with upgrades and purchases. It is just another struggle for stuff which I solely manage the phone network for a mid size company ofcourse with the help from the contract maintenance support.

 

[acewarlock]

If you remove the OVDN 6415 the call will remain in the Queue ringing until someone answers.

 

[msteletech]

If I remove the OVDN 6415, can it be timmed to leave to DN or menu message?

 

[acewarlock]

You can sent it to another Ext to answer or a Vmail