Automatic answering/queue system

[LinuxDude]

We have a number of lines that are normally fully staffed, but at weekends we operate a skeleton staff (ie less than the number of incoming lines). Is there a way I can configure incoming calls to be automatically answered and put straight on hold, rather than just ringing and ringing and ringing?
(Preferably without having to buy lots more hardware!)

 

[jerryreeve]

An ACD would do that for you but not much else. If you have a NAM foice mail you may have the acd software already in place, Norstar has been shipping them out with minuet software already in place. JerryReeve
Communications Systems Int'l
com-sys.com

 

[mroberts]

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.

 

[Arr]

MR,
Presumably the CICS will do this for all eight lines?

PhM