nightwolf91
Technical User
Hello all,
I have created a scenario on an eMG80 using 6 digital sets and 3 analog trunks where the customer can answer incoming calls during non busy office hours and either take the call or put the caller on hold as normal.
The hold music plays advertising about the business but the caller has to wait until the hold recall timer expires or the customer answers the held call. The hold recall timer is set for 5 minutes.
When the customer is busy with many walkin clients they can transfer to an ACD queue and the caller will hear a prerecorded message with advertising about the business. I am using a single analog extension to accomplish this which is the only member of the queue. This is to prevent the phones from continuously ringing. At different intervals the caller will have the option of continuing to hold or leave a message. The customer doesn't want to have to log in and out of the ACD queue and they don't want the phones continually ringing when they are busy. i.e. they are dealing with the walkin customers. (This is an equipment rental business). Essentially the ACD will work when they decide to transfer to the queue. The issue is now the customer cannot access the busy trunk once it is transferred to the ACD queue unless the caller chooses to leave a message by transferring to reception via a VSF announcement in the ACD attributes. I tried programming an attendant intrusion button and monitor button on the LDP-9030D digital phones but that doesn't seem to work. I don't see a way of allowing the customer to access the busy trunk while the caller is in the queue.
I was wondering if anyone has a suggestion or can see a better of doing this than I am trying.
Appreciate any feedback.
nightwolf
I have created a scenario on an eMG80 using 6 digital sets and 3 analog trunks where the customer can answer incoming calls during non busy office hours and either take the call or put the caller on hold as normal.
The hold music plays advertising about the business but the caller has to wait until the hold recall timer expires or the customer answers the held call. The hold recall timer is set for 5 minutes.
When the customer is busy with many walkin clients they can transfer to an ACD queue and the caller will hear a prerecorded message with advertising about the business. I am using a single analog extension to accomplish this which is the only member of the queue. This is to prevent the phones from continuously ringing. At different intervals the caller will have the option of continuing to hold or leave a message. The customer doesn't want to have to log in and out of the ACD queue and they don't want the phones continually ringing when they are busy. i.e. they are dealing with the walkin customers. (This is an equipment rental business). Essentially the ACD will work when they decide to transfer to the queue. The issue is now the customer cannot access the busy trunk once it is transferred to the ACD queue unless the caller chooses to leave a message by transferring to reception via a VSF announcement in the ACD attributes. I tried programming an attendant intrusion button and monitor button on the LDP-9030D digital phones but that doesn't seem to work. I don't see a way of allowing the customer to access the busy trunk while the caller is in the queue.
I was wondering if anyone has a suggestion or can see a better of doing this than I am trying.
Appreciate any feedback.
nightwolf