ACD

[jcw2]

A client runs an answering service on a MICS with rel.3 software. 4 DIDs bring in the calls on target numbers to a CAPS module and M7324 set. He would like to have an ACD set up to answer calls after 4 rings and hold them in a queue.

Will the calls be presented to the correct keys when agent is available or just the ACD key?

I'm not sure the CallPilot is compatible with Rel. 3 either?

 

[cook1082]

It will be sent to the IC of the agent phone.

 

[curlycord]

I'm not sure the CallPilot is compatible with Rel. 3 either?

Do you mean the MICS is version 3.0 software?
Post us the SP code in maintenance/system version

Call Pilot is not supported on 4.0 or lower.

=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[NETWT]

You should not have any problem with MICS Rel 3
using the Basic Call Center on a call Pilot.

I know there are issues using Enhanced Call Center with MICS lower than 6.1

 

[jerryreeve]

bigger question than the release version of the mics is what sort of VM does he have. the Norstar applications module on release 3 and 4 came with the minuet software (you might have to do some digging to find it in the phone room box) and you may be ready to just run it.

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
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JerryReeve
Communication Systems Int'l
com-sys.com

 

[jcw2]

Thank you everyone for your input. I have to get back to the site confirm the release version in maintenance. Currently there is no voice mail on the system. I think the client's proposal is not going to work for him as once the call is queued in the ACD the DID number will be 'lost' and it won't be presented to the appropriate target line key. It might be easier for the operator to answer the original call and say, "Can you hold please".

 

[RikRodgers]

Maybe answering services just like old tech. The one everyone uses here has an old Merlin system wired up in their office.

One way or another- Hunt Groups, or ACD, your customer is going to have to upgrade.

 

[jcw2]

Good thing I confirmed the software (shouldn't trust labels). It's R1T1 so software will need to be upgraded for the Call Center to work.

Does anyone know of a way to have DID calls answered after 4 rings, queued and then presented to appropriate target line keys on reception phones?

I just don't think there is solution for the way this client wants to use his system.

 

[jerryreeve]

since you are upgrading the software look at the Call Pilot 150. basic call center comes with it and then the calls are transfered to an agents phone in the correct order and after playing announcements, music on hold, and even expected wait times. the 150 has 8 talking paths as opposed to a 100 with the call center added that only has 4 talking paths.

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
----------------------------
JerryReeve
Communication Systems Int'l
com-sys.com