Basic call center setup

[jsaad]

I have basic call center on a call pilot. the customer needs the following

call answered by the autoattendant ccr tree. caller pushes 1 for tech support which opens another tree, caller can then push 1 for PCs, 2 for networking, 3 for printers. Options 1, 2 and 3 will transfer to an individual telephone. then if the telephone is not answered the caller will be placed in the ACD queue.

i tried setting an ACD phone with call forward N/A to the DN of the ACD so if a call is not answered it is placed in the queue. that would not work.

what do you recommend I do? basically we are looking for call forward no answer into an ACD queue.

 

[curlycord]

Are you using the Web Browser to program or the telephone?
There is a que timer in ACD programming and you can tell it where to after an amount of time, are you using the login and logout feature?
Wait for more response's about ACD before you try setup below.

Here is how to do an ACD type setup with the phone system also, it's used for those who do not have ACD programs.

Hunt Groups in System Programming.
Have one ext (PC) as a member in H01 and have it set to broadcast (make sure this set does not have the lines assigned to that phone) have H01 set to Ring Only, have the overflow set to Que and then set the Que Timer to what you feel is needed, after time out have it ring at that (PC) ext.
Every Hunt Group has a DN, tell CCR path 12 to Transfer to that DN.

Try it and if it works then setup the next phone to H02 and program same.

 

[jsaad]

we have basic call center. we want to call forward telephones to the ACD DN.

you can transfer calls to the ACD DN, but you cannot call it directly or call forward no answer a phone to the ACD DN.

what is the workaround?

 

[luv2ski]

your using acd wrong just let it take calls first come first serve if the agent is busy it will go to prompt if agents available it will go to phone have ccr tree transfer to que transfer dn all will be good... press 1 = acd trans dn...

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.