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Automatic answering call and putting them on hold

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Sue1950

Vendor
Jan 10, 2003
2
US
I have a Compact ICS with 4.2 Software. Having 8 lines I need to have Auto Attendent answer some of the calls and give the greeting of "Please wait for the next available operator" and then place the call on hold with music. Can anyone tell me if I will need extra equipment to do this and if so what will I need.
 
You will need extra equipment. At a minimum you will require the Call Pilot 100 with it's 4 channel ACD call center, or for 8 channels to handle all 8 of your lines at one time you should check out the Call Pilot 150.
There are other solutions depending on what you need out of the setup.

PhM

 
If you have the AA package of the compact you should be able to have the Compact AA answer the calls and put the call on hold while waitiing for the attendent to be free. check out system answer in the system coordinator guide. JerryReeve
Communications Systems Int'l
com-sys.com
 
JerryReeve,
Too right. Forgot about the CICS AA answer and hold feature. Thanks.

PhM

 
System Answer Instructions

If you have a CICS there is a small Auto Attendant feature on it. You can set up System Answer and it will answer the phone and put the lines on hold at the designated receptionist extension. Lines should be assigned to appear and ring at the receptionist extension.

Under System Programming - go to Auto Attendant - Show
Auto Attend: On (Off)- Next
Attd Set: 221 - change to attendant extension - Next
Language - Next
System Answer - Show
After: 3 rings - Change to how many rings you wanna wait before it answers - Hang up.
Then go into F*833, password: 23646
Auto Att grtngs - Show
Grtng A Mode: User - Show
Greeting A: user - Rec (Thank you for calling ABC Company)
Press OK
Grtng A mode: User - Next
Grtg B Mode: User - Chng to OFF (this is the closed greeting. Since Sys Ans answers calls and puts them on hold you won't need a "closed" greeting.) Next
Grtg C Mode: User - Show
Greeting C: Uswer - Rec (All of our operators are assisting other customers, please hold and your call will be answered as soon as possible).
Press OK. Next
Grtng D Mode: Sys - Chng to Off
Grtng E Mode: Sys - Chng to Off
Grtng F Mode: Sys - Chng to Off
Grtng G Mode: Sys - Chng to Off
Hang up.
Then Press F*831 to turn System Answer on and off. Because System Answer answers calls and then puts them on hold, the feature should be turned off when no one is at the phone to retrieve calls.
MRoberts
mroberts@americaii.com
 
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