Advice needed on paths

[MillTechNet]

Hi,

We have a 3300 here and a number of DDIs. Since we have voice recording, we have to play a message to every caller that they are being recorded. We also need to identify which of the DDIs the call has come in on to any agent in the ACD group. When no agent is available we have to send all calls to our night service mailbox.

We do this currently by using the speedcall list to identify the DDI number, then send the call to a path. In this path we have an empty group which we queue against whilst the path plays the welcome/recording message. The path then overflows to a new path which has our proper ACD group attached to it.

This works great as the name of this second path gets displayed on the agent's telephone, hence identifying which DDI was called.

This also works great for our night service since when there are no agents available the second path jumps to the "path not available" mailbox.

Now, here's the problem. This method uses 2 paths for each DDI. My boss has just decided he wants a further 100 DDIs setup. This means another 200 paths in use and the box only allows 256 paths in total so we don't have enough paths available. Does anyone have a better way of doing this?

Many thanks in advance for any advice.

 

[Mitelpassion]

don't think it's easily achievable without some additional software. basically you want your agents to see which DID (DNIS) was called right?

off the top of my head you could use intelligent queue.
all DID's point to Intelligent queue, message gets played on IQ server and based on DNIS the intelligent queue server can send the call to the correct path. without screen pops you have to have a path for each DDI on the Mitel 3300. with screen pops the DNIS info could be passed onto the agent via the screen pop so one path need be used for this.
Screen pop are achieved via 6110 add on.

One used to use 6140 but this has now been discontinued.

 

[kwbMitel]

Boy are you lucky.

I just went thru this exercise with one of my customers that has the Prairiefyre reporting package and using 2 paths messed up all the reports.

The solution is obvious in retrospect, but without to much self praise, it takes an unusual mind to discover it.

One caveat - using this method will prevent the Path Unavailable routing from working. Night service will have to be used to redirect the paths via the call re-routing form. If you cannot use Night service for some reason, I don't know of a way to help you. On smaller applications, you can use feature codes to place queues into DND, but for one your size, this is not viable.

Step 1 - Get rid of the first queue in your call flow. You don't need it.

Step 2 - For the second Queue, make the primary agent group the empty group intead of the existing primary group

Step 3 - Make the first recording the one previously used to provide the "your Call will be recorded" Bump the existing messages down to 2nd. 3rd and 4th as required.

Step 4 - Setup the overflow group to be the "Active" group containing the Agents. The Overflow timer will be set to 2-3 seconds greater than the 1st recording length. Predictive Overflow needs to be off.

Step 5 - Set the timer for the second Rad to play about 10 - 15 second after the first

Step 6 - Remove the Path Unavailable option as it cannot function as before. If you leave it in, it might cause confusion in the future.

Step 7 - Configure the night routing points for the paths to route to voicemail in night service.

Step 8 - Give the agents the ability to change night service and train them.


Here is how the call flow works:

Call is presented to queue
Call is queued against Empty agent group
1st recording plays - Advisory Message
Agent Overflow timer expires
Active Agent Group is now presented with the call
Call is answered by agent or

If no agents available
2nd rad plays 10 -15 seconds after advisory message
Call proceeds in predictible fashion after that.



*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Mitelpassion]

Geez now that's thinking out the box!
with this method you only need one path per DID right?

path unavailable will never work cause the path will always be available due to the 'phantom first agent group' having queue callers even if no agents are logged in.

what were you on when you though of this??

 

[kwbMitel]

MitelPassion:

Your observations are correct:
one Path/DID
Path Unavailable disabled due to primary agent group allowing queue with no agents.

I am quite proud of this solution, thank you.

As I said earlier, it's obvious in retrospect, but getting there unassisted is another matter.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MillTechNet]

Thanks kwbMitel I had tried out that solution already but as you say, it requires a different approach to night service implementation.

Your solution Mitelpassion is probably the best but sadly we don't have the additional software and there is no budget to purchase it.

If only Mitel didn't limit the number of paths to 256 ! I just hope the boss doesn't suddenly decide he wants an additional 500 lines in the near future!

 

[kwbMitel]

I am willing to bet that some of the software limits will be increased with the release of Rev10.

You could also use multiple controllers with remote agent groups.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.