ACD Setup

[upstateny]

My customer has just contracted with an outside entity to handle some call center functions and are hoping to be able to use their existing R5 Legend & MLM 007. What they are hoping to do is have calls at night go to a mailbox - During the day the calls would go to an agent if available - if not they want hear a recording/greeting and go into a que for the next available agent. So far so good but here comes the more complex requests - if the caller is in que for 30 seconds they want to go to a second recording/greeting and go back into que - from this point on they want to go an endless pattern where after 60 seconds in que we play a 3rd recording/greeting and go back into que for 60 seconds then play the 3rd greeting again etc - My questions are can the legend R5 do all of this as is? do we need some sort of ring/trip announcer or extra hardware? if not exactly like this how close can we get??

 

[jgideon]

Calling Group settings on R7 have 'initial' announcement and 'secondary' announcement. You will need an external device to play the announcement (I use an Interalia). The one I have connects to a t/r port. You'll need at least two ports of annoucements (one for initial, one for secondary). If you expect high volume, you may want more annoucement ports. I'm not sure of the best way to set up the 3rd announcement. You could have the inital call go to one q and then flow to a support q, but I've never set that up so hopefully someone can shed better light on the call flow.