ACD Setup 1

[Volguy7]

I've had the same setup that I built 2 years ago, menu node mailbox with extension with greeting and multiple paths corresponding to different queues. I'm wanting to change this now to remove my menu options. Here's what I need to do:

Dial a DID for my queue

Play greeting and offer the option to leave a voicemail or hold for an agent

Transfer to a Path

Every minute play a RAD with interflow to a voicemail (I know how to handle this part)

Any suggestions?


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

Create Agent Group with no agents
Allow agent group to Queue with no agents logged in
Create Path and assign blank agent group
Create RAD to play first messge
Dial out of queue to Nametag group routed to VM Message
Interflow timer = Rad message length +3 seconds
Interflow to "Live" queue
Dial out of Queue from Live queue to same nametag group
done


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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

Create Agent Group with no agents (Got it)
Allow agent group to Queue with no agents logged in (Got it)
Create Path and assign blank agent group (Got it)
Create RAD to play first message (Should the RAD start immediately?)
Dial out of queue to Nametag group routed to VM Message (this confuses me a bit) Which voicemail message would this be?


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You can't fix stupid, you can only work around it.

 

[Volguy7]

I think I've got it, but what's the point of the Name tag group?


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

Nametag Group: Because you need the ability to dial out of queue from 2 separate Queues but end up in a specific mailbox.

The Mitel's integration with voicemail can be very confusing when ACD is involved and Interflows. Under some conditions the ACD path is used for integration, in others the original dialed digits.

Using the nametag group ignores all previously introduced digits and replaces them with the Nametag DN for VM integration.

If using embedded mail you can go one step further and put a star at the front of the nametag DN to integrate with a specific VM. This way you can avoid conflicts if required.

e.g.
Path 1 dn = 1000
Path 2 dn = 2000

Existing message Mailbox = 2000

Nametag Group would be *2000. Any calls sent to *2000 before VM will go to mailbox 2000 regardless of prior dialed digits.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

All good now. Great work. Thank you.


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You can't fix stupid, you can only work around it.

 

[Volguy7]

Star'ed the post, BTW.


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

Thanks for the star.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

One follow up question. I have 2 RAD's 667 and 668. If I dial 667 I hear my RAD message. If I dial 668, I get dial tone only.

RAD 667 has voicemail ports 711 and 712.
RAD 668 has voicemail ports 713 and 714. If I dial 713 or 714 I get "Invalid".

What's missing?


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

What does locate feature extension tell you for 713 and 714.

Are they in DND?

If not, what else might be different?

VM Port Setup?
COS?
Hunt Group type?

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

VM Port : 713
Circuit Location : 1 4 27 13 1
Extension : 713
Active Features :
___________________________________________________________

VM Port : 713
Circuit Location : 1 4 27 14 1
Extension : 714
Active Features :

_________________________________________________________


667 in a RAD hunt group just like 668 is.
COS is the same for 667 as 668.
Voicemail Port Assignment:

Port ID Number Interconnect Number Tenant Number
1 701 1 1
2 702 1 1
3 703 1 1
4 704 1 1
5 705 1 1
6 706 1 1
7 707 1 1
8 708 1 1
9 709 1 1
10 710 1 1
11 711 1 1
12 712 1 1
13 713 1 1
14 714 1 1
15 715 1 1
16 716 1 1
17 1
18 1
19 1
20 1





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You can't fix stupid, you can only work around it.

 

[kwbMitel]

Is the COS for 713 and 714 correct (Same as 711,712)

How about the VM port Greeting assignment (different than 711,712 but same idea)

Is the Rad greeting assigned to the port for 713,714 recorded?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

I can't seem to find the COS for the 2 VM ports. Where is COS defined? I assumed it's the same as the COS for the hunt group it's assigned to, but I could be wrong.


In my Admin mailbox, I have 4 RAD greeting. I recorded greetings 3 and 4 for use in my queue. Here's the RAD Definition Form:

RAD Set Greeting 1 Greeting 2
10 3
11 4
12
13
14


Here's the greeting Assignment Form:

Port ID Greeting
1 Main Business
2 Main Business
3 Main Business
4 Main Business
5 Main Business
6 Main Business
7 Main Business
8 Main Business
9 Main Business
10 Main Business
11 RAD Set 11
12 RAD Set 11
13 RAD Set 11
14 RAD Set 11
15 Main Business
16 Main Business
17 Main Business
18 Main Business
19 Main Business
20 Main Business





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You can't fix stupid, you can only work around it.

 

[kwbMitel]

The ports will only play RAD greeting 4 according to your Port Greetings being set to RAD set 11. (BTW, good job not using first or last ports)

The station service assignment form will tell you the COS for 711 thru to 714. (They should all be the same as a working port.)

Based on the programming provided, my bet is on the COS being different at this point (Probably the same as a regular VM port, not a Rad port)





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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

This is maddening. Port 711 and 712 work, ports 713 and 714 don't. The COS is the same for all.


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You can't fix stupid, you can only work around it.

 

[Volguy7]

Got it. Call rerouting assignment. Thanks again.


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You can't fix stupid, you can only work around it.

 

[Volguy7]

No it wasn't. Almost messed that one up big time.


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

You might want to try a different port from scratch.

715 for example.

What you learn, might expose the problem.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

it doesn't matter what port I build it on, I get dial tone when I dial the voicemail port number. If I take a port that plays the RAD and a port that returns dial tone and compare the COS, Interconnect Number, Call rerouting, Voicemail Port Asignment and RAD greeting Assignment, they're identical.


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

I just set one up on my LAB.

Below are the exact steps I followed, in the exact order.

Worked on the first try.

Voicemail Port Assignment
- Ext
- Interconnect
- Tenant

Class Of service Assignment
- COS for VM RAD port

Station Service Assignment
- Assign RAD COS to RAD port

Hunt Group Assignment
- Remove VM RAD port from regular VM Group
- Create New Hunt Group – TYPE = RAD
- Add VM RAD port as member of RAD group

Greetings Assignment
- Assign RAD Set greeting to RAD Port

Rad Greeting Assignement
- Assign RAD greeting to RAD set

System Audio Files Update (Or record from System Admin mailbox)
- Upload (record) RAD greeting
- Make sure to accept greeting after recording



*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.