BCM 400 4.0 Call park question

[4allcom]

Here is my problem. I have a customer who likes to park trouble calls. The only problem is they only have 2 techs and they may not get to the parked call right away. I have the timer set at max but after that it rings back to the station it was parked on then to there voicemail. Is there a way that it can go to one of the techs mailboxes?

 

[Dasheen]

I believe the call would have to be transfered to their sets so it could follow their fwd na or the receptionist would have to transfer the call directly to their vmail.

 

[4allcom]

Thank you for your quick reply.
They were hopeing that if it timed out it would just go to their mailbox automatically. I didn't think it would.

 

[dibthree]

To accomplish that they would need to use the ACD. Then they could transfer calls into the queu and have an overflow mailbox.

 

[Khosher]

Have you tried using F82 Camp-on ?

 

[gberger]

The main problem with parked calls is that you don't see them.You could use the SWCA option where you will see the calls on hold and not forget to retrieve them, specialy good for the customers with PRI.

 

[4allcom]

I would like to thank everyone for their replies they are all very good ideas. I priced out the call center option and I do not think they want to pay that. SWCA sounds like the answer if we can change the timer to more than 10 minutes.

 

[dibthree]

The problem with Camp is the max timeout is 180 seconds.

SWCA is a handy feature. But wouldn't there still be the 600 second timeout problem?

At my office if we left someone on park for 5 minutes we would probably be fired. Can you imagine being parked for 5 minutes, timing out, and then being reparked again at the end of the call list? If it is timing out after the 600 second delay they are ending up with a lot of people "in line."

This really seems like a good place for an ACD to me.

 

[4allcom]

Ideally ACD would be, But these people expect me to work miracles without spending money

 

[dibthree]

how much does it cost to lose a customer? and how much does it cost to troubleshoot a problem forever with no solution. It usually costs less to just spend the money up front and do it right the first time.

 

[4allcom]

Trust me I know what you are saying!! But these people don't care how they are on hold. They provide tech support for a product, and they say if people want the support they will wait.

 

[dibthree]

lol..I need to be in that industry. If what they are selling is that good they should have big bucks.

 

[Khosher]

You could try using hunt groups which roll over to each other. For example

Call is tranferred to HG01 which will queue for 180 sec then can overflow to HG02 and so on, using a huntgroup for every 3 mins you want the call to queue and maybe eventually overflow to a hunt group mailbox which both users have access to. 30 hunt groups so theorectically that could be 90 min of a queue.

Never tried this but sound like it could work for you.

 

[DigitelD]

Using the hunt group option you could program a hunt group mailbox that it will overflow to. You can search on this forum for instructions, there are some out there. The hunt group mailbox will not have have "Message For You" on any phone although it can ring another extension or cell phone when someone leaves a message. I think that Call Center is the best option because who wants to hear ringing for an hour.

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