AutoAttend transfer to ACD Paths

[woody1976]

HI All,

A few questions,

i have a 3300 using an AA as its front end, when someone presses an option it goes to an ACD path, the problem being that if the agent does ot answer immediately it recalls back to the menu of the AA, is there a way to set so that call just stays queued at the path instead of going back to the menu if un-answered?

Also they have deployed a and ACD hotdesking agent to see how they work alongside the more traditional acd agents, they have said that when they try and call the acd hotdesk agent's DN ie;501 it just says "invalid" on the display of the set the call is placed from?

Again any ideas much appreciated.

Thanks
Woody

 

[kwbMitel]

Are you sure the voicemail is not doing a supervised transfer?

I've never encountered this issue and I think I would have.

*******************************************************
Hard work often pays off after time, but laziness always pays off now.

 

[slapin]

Is you agent getting logged out? If so you might want to disable logout for the last agent.
The second, when a hotdesk agent logging in the phoneset changes its DN to an agentID, so the original DN is getting unavailable.

 

[woody1976]

The issue with acd user is sorted, it was user error!

With the voicemail and autoattend issue though does the embedded voicemail do an assisted transfer? All i have done to set it up is record the system greeting as press 1, press 2 etc etc, then used tranfer action mailboxes to transfer to the acd path if the relevant option is pressed, if the embedded voicemail does an assisted tranfer it is news to me, and if so how do you turn it off so it is just a blinfd transfer so the call is transfered and just queues against the acd path?

Thanks
Woody

 

[slapin]

Is there chance that there is no any agents logged at the moment when ACD path rejects the call? If so check an option which enables queuing to ACD path without agents.

 

[woody1976]

Yeah done that, i think i solved it, it is a system i am helping with over in the US (i am in the UK), just read through the help files and it turns out that the embedded can do assisted transfer only if the voicemail language is set to North American english or Spanish! So would'nt know about that one!

The way i have set it up is that the fixed answer point of the trunks is the Dn of the VM hunt group, then i have recorded the system greetings saying press 1, press 2 etc etc........Press 2 send the call to an acd path, so the mailbox number is one it is a transfer typr mailbox and the Dn of the mailbox is the DN of the acd path, is this correct. Just that reading the help files again and it says the primary use for a transfer mailbox is so that if a call comes in to an extension and it goes unanswered it will then return to system greetings?

Thanks
Woody

 

[slapin]

Yes, this is correct. ACD path should always answer. Then it waits for any free agent from the primary group and plays MOH. If there is interflow answer point or unavailable answer point it will be used to transfer call in case the path timer runs out or ACD path set unavailable. BTW ACD path can be in DND. When you dial ACD path number from your phone what are you getting?

 

[woody1976]

What part is corect, should the mailboxes be a transfer type mailbox? The paths ring fine it is just the fact they time out and go back to the main menu. How do you set a path to dnd and more importantly how do you take it out and what is the point of this feature?

 

[slapin]

To put an ACD path to DND you need to enter a feature code. The whole point to put it to DND if you don't have 24x7 shifts and want to use rerouting for the path. Check settings of agents group "Queue Callers To Group When No Local Agents Are Logged In" If it's NO and the last agent gets kicked out, then system will try to re-route your call according to settings in Path Assignment form.

Besides that you want to check COS option "Logout Agent No Answer Timer" and "ACD 2000-Auto Logout Last Agent On No Answer" in System Options Assignment form.

 

[slapin]

BTW there is "No Answer Recall Timer" timer which should be more then auto-logout timer

 

[kwbMitel]

Is the voicemail attempting to transfer into busy signal? Is is possible this is not a recall but actually an attempt by the voicemail to integrate with a voicemail that does not exist?

Have you considered setting up some voicemail ports as RADs and controlling the dialing/transfer thru the 3300.


*******************************************************
Hard work often pays off after time, but laziness always pays off now.