ACD SETUP

[northernscum]

Hey there
I have been assigned to setup a number (8994) for our helpdesk.
When calls come in we want whoever is logged into the acd to receive them but if the lines are busy have it go to voicemail.
What do I do to make this happen? We are running mitel 3300 icp. Thanks

 

[kwbMitel]

Assuming you do not have ACD Licensing you will need to use ACD Express

ACD Express requires ACD Hotdesking login

There are many many steps to this. too much to ask IMO.

Why don't you try reading up a bit using the help files and ask when you get stuck?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[northernscum]

The number I am using is 8995. However I cannot get the primary group agent id? Where do I submit that info.
Also 8995 is saying out of service.

 

[northernscum]

How to assign the path directory number the "Primary Agent Skill Group ID"???

 

[kwbMitel]

Do you have ACD Licenses? It matters.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[northernscum]

Yes we have 14.

 

[northernscum]

Hi there
so any idea why the number we have assigned for the acd is saying "out of service"?
Also how do you assigned the primary agent number?

 

[kwbMitel]

You must create agent ID's for login
you must create an agent group with agent id's as members
you then create the path and assign the agent group
then you assign the ACD functionality to a station
then you create a superkey on the station
then you login the station using one of the agent ids
then you test a call

**********************************************
What's most important is that you realise ... There is no spoon.

 

[northernscum]

So which order do I do this? Its pretty confusing in the help functions. You guys are the gurus

 

[northernscum]

Where do I set up extension 8994? In the telephone directory or user configuration? Reason I ask is that in the path assignment it doesn't show the Is it a multicall?

I have all the agents, groups assigned. But in the path assignment it will not link to this.


Priority 64
Primary Agent Skill Group ID
Recording 1: Delay to Start Time Minutes
Recording 1: Delay to Start Time Seconds
Recording 1: Directory Number
Audio Settings
Audio Source: None
Recording 1: Embedded Music Source
Recording 1: Alternative Recording Device
Recording 1: Path Interflow Dialing List
Recording 1: Release Digit Receiver After Recording No
Recording 2: Delay to Start Time Minutes
Recording 2: Delay to Start Time Seconds
Recording 2: Directory Number
Audio Settings
Audio Source: None
Recording 2: Embedded Music Source
Recording 2: Alternative Recording Device
Recording 2: Path Interflow Dialing List
Recording 2: Release Digit Receiver After Recording No
Recording 3: Delay to Start Time Minutes
Recording 3: Delay to Start Time Seconds
Recording 3: Directory Number
Audio Settings
Audio Source: None
Recording 3: Embedded Music Source
Recording 3: Alternative Recording Device
Recording 3: Path Interflow Dialing List
Recording 3: Release Digit Receiver After Recording No
Recording 4: Delay to Start Time Minutes
Recording 4: Delay to Start Time Seconds
Recording 4: Directory Number
Audio Settings
Audio Source: None
Recording 4: Embedded Music Source
Recording 4: Alternative Recording Device
Recording 4: Path Interflow Dialing List
Recording 4: Release Digit Receiver After Recording No
Repeat Last Recording Enabled No
Last Recording Repeat Interval Minutes
Last Recording Repeat Interval Seconds
Overflow 1 Agent Skill Group ID
Overflow 2 Agent Skill Group ID
Overflow 3 Agent Skill Group ID
Interflow Enabled No
Interflow Time Out Minutes
Interflow Time Out Seconds
Interflow Point Directory Number
Allow Overflow to Interflow Before Time Out No
Path Unavailable Answer Point Directory Number
Path Real Time Events Enabled No
Interflow To This Path Uses This Path Priority No
DTMF Receiver Unavailable Action Play RAD
DTMF Receiver Unavailable Answer Point Directory Number
Primary Agent Skill Group Overflow Timer Minutes 9
Primary Agent Skill Group Overflow Timer Seconds 00
Primary Agent Skill Group Predictive Overflow Average Call Duration Minutes
Primary Agent Skill Group Predictive Overflow Average Call Duration Seconds
Primary Agent Skill Group Remote Agent Skill Group Priority
Primary Agent Skill Group Remote Agent Blocking Timer 60
Overflow 1 Agent Skill Group Overflow Timer Minutes 9
Overflow 1 Agent Skill Group Overflow Timer Seconds 00
Overflow 1 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 1 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 1 Agent Skill Group Remote Agent Skill Group Priority
Overflow 1 Agent Skill Group Remote Agent Blocking Timer 60
Overflow 2 Agent Skill Group Overflow Timer Minutes 9
Overflow 2 Agent Skill Group Overflow Timer Seconds 00
Overflow 2 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 2 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 2 Agent Skill Group Remote Agent Skill Group Priority
Overflow 2 Agent Skill Group Remote Agent Blocking Timer 60
Overflow 3 Agent Skill Group Overflow Timer Minutes 9
Overflow 3 Agent Skill Group Overflow Timer Seconds 00
Overflow 3 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 3 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 3 Agent Skill Group Remote Agent Skill Group Priority
Overflow 3 Agent Skill Group Remote Agent Blocking Timer 60

 

[MrMitel]

Can you confirm how you want the phones to ring on the helpdesk number, the reason is that you mentioned 'multicall' above

Do you want all the phones on the helpdesk ring at the same time? Also, will you be running reports on the helpdesk number and be viewing the agents in real time

If no reports are required and you want all the phones to ring at once then ACD should not be used, it wont work how you want it TO and it will be much easier to talk you through configuring a multicall/ring group

ACD can be confusing if you have no prior experience and adding VM to it can be tricky as nametags are usually required for notification purposes (if embedded used)

Just to answer your last question, you assign the agent group to 'primary agent skill group ID'

 

[northernscum]

Figured it out
Only thing is when all the agents are logged out. The number goes out of service. How can I prevent that?

We are only using 2 phones for the time being. We want to give the caller the option to leave a voicemail mail if busy or on hold.

 

[BrianWarner]

Path unavailable answer point.

 

[northernscum]

So I almost have it finished. For some reason when you press 1 it goes to the voicemail of the person calling. How can I get 8994's voicemail to come up when a person enters 1?
When people from outside call, the message comes up with "welcome to the message center..." instead of the voicemail of 8994.
I'm almost there! Help

 

[LoopyLou]

If you call from an internal phone, when it reaches the Nupoint it see the extensnion number calling and assumes the caller wants to reach their own voicemail. What you need to do is shed the intergration. There are a number of posts in this formum on how to do it.

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.