Add IVR channels

[nanningmiss]

It looks like I need to add more IVR channels, because our customers sometimes don't hear "all our agents are busy" recording and directly go to music.

I did some search at the forum and here are the steps I found:

1. Program at PBX. With key 0 ACD, key 1 SCN.
2. Program at CallPilot manager. At Configuration Wizard - M1 Switch Information, add some channels.
3. Progarm at Contact Center manager. At phonesets and voice ports, add the voice ports and acquire them.

Did I miss anything? Should I reboot CallPilot server (or CCMA/CCMS servers)? If so, at which step?

Many thanks for reading my post!

 

[telebub]

1. Program at PBX. With key 0 ACD, key 1 SCN. [red]Also answer the AST prompt with 0 1[/red]
2. Program at CallPilot manager. At Configuration Wizard - M1 Switch Information, add some channels. [red]add/modify the channels you just worked with in the PBX. Make them IVR Ports rather than Multimedia[/red]
3. Program at Contact Center manager. At phonesets and voice ports, add the voice ports and acquire them. [red]Yep[/red]

Did I miss anything? Should I reboot CallPilot server (or CCMA/CCMS servers)? If so, at which step? [red]You will need to reboot CallPilot after Config Wizard completes. You will not need to reboot CCM.[/red]


War Eagle!
Lions Baseball '09!

 

[nanningmiss]

Great thanks, Telebub.

 

[johnpoole]

post is correct.. cp reboots.. you do have to have keycodes for each channel and each ivr port.. once you add them in cp, since they are in the same acd group, they should go active as soon as the cp boots..

your using give ivr with treatment x.. just be sure that treatment (sdn) is using all idle ivr ports.. you can block ports if you change default

john poole
bellsouth business
columbia,sc