ACD Setup

[Burgal]

Hi there. We have a small 3 person call centre for our sales department ,and I'd like to set them up as Agents with ACD. Plus, in peak times we'd like some additional staff to jump in as agents, for a total of about 6 or 7 agents.

We have a meridian 1 Option 11C OS 23.55.

First, how can we determine if our Opt11 has ACD capabilities installed?
Second, how can we set up a simple flow for agents? EG, One DID goes to first available agent, then second, then third then queue. Once additional agents punch in, then they pick up the first person in the queue?

Hope this is fairly straight forward.

Thanks.

 

[EB48]

Hello tek-tippers[/red], if someone avails to help Burgal[/blue] I also will benefit from it. I have the same need in a 51C/Rlse 23.x, I know that the switch carries ACD package, and now I intend to use the technology for processing high volume of calls for an emergency response room during the day and after hours forward calls to Voice Mail and bippers (not Meridian Mail). Please, provide us with baby steps, prints, loads, prompts, etc.
Burgal[/blue], I hope you don't mind for me jumping in...
See you
EB[/blue]

 

[dlesap]

Hello
First have a look in LD 22 PRT TYPE PKG and check if PKG 41, 42 and 43 are present. That enough to start basics ACD functions
Then load overlay 23 to configure an ACD queue. NEW ACD.
Then in LD 11 create key 0 ACD xxxx 0 xxxx(position ID)
KEY 1 NRD (not Ready)
KEY 2 MSB (make set busy)
Then log an agent in the queue by pressing ACD key.
Try to receive a call.
For more details have a look in NTPs Automatic call distribution.

 

[Burgal]

Thanks... I have the NTP. I'm just exploring it now. Ok, we already have those packages, not a problem. We have an ACD Queue of 7500. It has a max agents of 1, which I have to change. Does the ACD key have to be 0? They each have their own primary DN anyway.

So in this example, would agents sbe able to login and take calls, and logout and not receive any?

 

[sandyml]

Yes, ACD keys always must be on Key 0. Was ACD 7500 already in your system? If so, it probably is used for something else. With a MAXP of 1, it is likely a "dummy Q" used for redirecting a call to somewhere else.

As you've probably seen in the NTPs, there is quite a bit of assorted programming for ACD. Please be very careful to follow the instructions, and never never do an ECHG (easy change) on an ACD phone. It is very easy to corrupt your system if you do not "play by the rules" with ACD programming.

 

[Burgal]

Hmm.. Well the 7500 DN used to be a proper ACD queue until about 6 months ago when the Telco came in and did some wierd changes. We're thinking of changing it to a REAL acd queue where the agents login and receive calls then. I think the way we had it before was that each handset was always logged in, and they used MSB when they didn't want to answer the phone. We want to revert back to a full ACD queue for 7500 so additional agents can punch in when the queue gets busy. It's unfortunate that the ACD key has to be key 0, as the other agents arent' really agents. They'll need their own primary DN. Can you still have a primary DN and an agent key on the same handset?

 

[sandyml]

Yes, the agent can have their own primary DN; you'll just need to put it on another set. Do you have an NTP for ACD? If not, and you need some info, I can email you some.

 

[Burgal]

I have the NTP on the ACD. Another Set, or another key?

 

[sandyml]

Another key. For example:

Key 0 ACD 7500 0 7501
Key 1 NRD
Key 2 MSB
Key 3 SCR xxxx 0

Where xxxx is the primary DN. Set the hunt (if the primary DN goes to voicemail to be 1 key higher than your DN.

 

[Burgal]

Ok, I'll try that.

Can you have multiple queues for the same set of agents? EG, our sales department has one DID for Schools, one DID for other info, one DID for corporate, etc, but it's all handled by the same 3 agents.

Thanks

 

[Jaimegu]

You can have agents logged in several queues, but you need MQA (Multiple Queue Assignment) which is provided by Meridian MAX (discontinued). Or you can try Symposium Call Center which has a different concept (Skills based routng)

 

[Burgal]

Hmm, well we have package 297 MQA installed on our switch. Would that handle it?

 

[wdhb]

Yes you could use MQA, however many agents find the log in process difficult. Easier to put all your agents in the 7500 q, then NCFW the other numbers to this q

 

[Burgal]

I guess the part that they want is to be notified of who's calling in what queue. So if Schools are more important to them, they'll answer the schools queue, and ignore the corporate queue and let them go to voicemail.

 

[wdhb]

Given your list of requirements & the fact that you only Basic ACD, I would suggest you look at Symposium Express.

 

[Burgal]

Hmm, I thought I had more than basic ACD. I have ACD packages from ACDA to ACDD.... We're not going to thow huge money at this as we make due with hunting groups and a whole crap load of DNs on the phones now... I'm just looking for a much mroe efficient method of handling this.