acd timers - where am I going wrong?

[hmack65]

I have 2 questions
1.
I have Mitel 3300 attached to an ISDN 30 line.
I have one line assigned as a multicall which goes to the first extension (ring) then onto (delay ring) several other extensions.
I want it to ring for about 4 secs on the main extension then ring on the other extensions for about 4 secs before it gets put into the ACD queue if unanswered.
Which timers should I be setting and where? I have tried a few combinations but it never seems to work exactly as I want.

2. Incoming calls via ACD.
I want the calls waiting to flash up straight away if everyone is on make busy - at the moment it takes about 4 rings before this happens.
I have tried changing the timer in system options assignment. Am I missing something else?

Any pointers would be very much appreciated.
Thanks

 

[bobcheese]

Call forward no answer timer in cos for 1st alternative. Then (from memory) system reroute timer for 2nd alternative (although there are two ways to set time for 2nd alt one is system wide other is cos wide just can't remember which is which). It's all in help file under call re routing.

What do you mean by 'flash up'?

 

[hmack65]

Thanks
Will have a look at this.
By 'flash up' I mean the 'specific group alert' key lighting up when all are on make busy with ACD calls waiting.

 

[bobcheese]

hhhmmmm....not done alot with these to be honest. Will have a look.

 

[Lundah]

For the group alert, you have to change the threshold timers in the Agent Skill Group Assignment.

 

[hmack65]

Great thanks

 

[kwbMitel]

Setting the first threshold to zero so that the key will flash serves no purpose.

The key will flash regardless of the state of the agents.

It is not an "All Agents Busy" key. It is a "Calls are Present" key.

You are giving up an alert status by removing the first threshold timer.

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

 

[hmack65]

Thanks kwbMitel
Is there anyway then that the 'calls are present' will light up faster than it does at present? At the moment when I test it it takes at least three/ four rings and I want it to be instant?

Cheers

 

[Lundah]

I would set the first threshold timer to a lower number, maybe 5 or 10 seconds. No need to go lower than that, you need to give the idle agents time to answer the calls before the key starts lighting up, otherwise people will just ignore it which defeats the purpose of having a threshold alert in the first place.

 

[kwbMitel]

Actually, I would set the first threshold timer to a value like 30 seconds.

The call will be presented to the queue
Alert key will light up steady
after 30 seconds, you have option to ring alert keys on phones and key starts flashing at 1 per second
After second threshold you have an additional option to ring and flashing is a 2 per second

If your agents don't notice the light is on, what makes you think they'll notice it's flashing?

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