any acd type environment for analogs?

[phonetech2012]

We have a call setup that is taking a large amount of incoming calls to our pbx, which will basically end up on a 3rd party analog system. This 3rd party system has 5 POT's lines going into it, the 6th caller is getting fast busy, obviously.
Calls come in to the pbx on a single DID which we have set up in Callpilot to a menu.The menu has 2 choices, transfer out or disconnect. When they transfer out, we are actually dialing back out of the pbx and into the 3rd party system's 5 POT's lines, which are in a hunting pattern from the carrier.
Is there a way I can keep these calls on the nortel switch in some sort of hunting pattern or acd type set up, and then hand it off to the analog system when the calls are free? I was thinking of building 5 or 6 analog ports, connect them to the 3rd party system, and have them hunting and forwarding in a round robin, but not all calls are transferring through properly when I test it.I have HTA, FNA, and SFA in the CLS and the FTR FDN prompt is set up correctly.
Any ideas on how to rig this up.
I know what we really need is a acd set up and hand off as digital but that is not an option.
Thanks

 

[bignose21]

Does it work if you just create a hunt group with the analogues in it and transfer from callpilot to the PLDN set MQUE ALL

 

[yyrkroon]

ACD Q with no agent logged in = a Q in night mode, which means no Q'ing

 

[yyrkroon]

@phonetech2012 - unless your system have actual visibility to the 3rd party analog platform, you're not going to be able to accomplish anything other than what you're doing now. The 3rd party analog platform would have to be in your system environment for you to have any call control over it.

 

[phonetech2012]

Yes this 3rd party system can only take trunk lines into it so there is no way to integrate it with the pbx from what I am finding. Even if I did get the calls into a queue environment on the pbx, there would be no way for the pbx to suddenly know to pump the call out of the queue and into this other system. Thanks for the replies!

 

[StanleySteamer]

You say the 3rd party system is using 5 POTS lines. Do you mean loop start analog trunks?
If they are loop start trunks then you could replace them with analog lines on the PBX and use the hunt group method that bignose21 suggested.
That's assuming the 3rd party system (what exactly is it BTW?) is on the same premises as the PBX.

 

[phonetech2012]

I was about to try the group hunt feature but the customer is now going to answer these calls directly, and now take the pbx and T1 out of the loop. The will read the legal document and then transfer the call over somehow..it's out of my hands now lol.
I was also told that this NX12 system can only take loop start or ground start trunks. I agree that it should be able to handle analog ports from the pbx. We will see if this comes up again after tonights calls.