We use a pair of S8700 servers with Communication Manager 2.0 and EAS to handle calls in our call center. We have a building a mile away with an s8300 and CM 1.3 with basic call center v11. We are setting it up as a temporary/short term DR site to receive calls. We have been able to drop the calls into a pool of agents with a simple vector, however if all phones are busy we'd like to play a message asking customers to be patient and then re queue the call. Avaya is telling us we'll need to upgrade the switch and call center in order to be able to do it. Has anyone tried to do something similar with these versions?
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Call handling with basic call center v11
- Thread starter danburger
- Start date
98Converter
Technical User
Sounds like they may be referring to BSR or LAI. You need one or the other to route or look at the other sites availability...
Are you using IP trunking between sites?
Thanks,
CJH
We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.
Are you using IP trunking between sites?
Thanks,
CJH
We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.
- Thread starter
- #3
We aren't doing anything real technical with LSPs or anything like that. We are going to redirect 800 number calls to the other building and send people to anser the calls while we figure out what to do. WE just want to be able to play a message and requeue the call to the the pool if all phones are busy.
If you can use vectoring and queue-to split command on the remote site your problem is solved. Use the queue-to and announcement routines like you are used to.
If you don't have that you can set the option "queue" on the 1st page of the hunt group form to "y" and use the "first announcement" fields that appear below. Calls are routed to the hunt group. When all stations are busy the call is queued (only presenting ringback to the caller) and after the "first announcement delay" of x secs the entered announcement is played.
Be aware that there is no looping in the queue, you cannot repeat the announcement. The caller will remain in queue hearing ringback only untill one agent becomes available.
If you don't have that you can set the option "queue" on the 1st page of the hunt group form to "y" and use the "first announcement" fields that appear below. Calls are routed to the hunt group. When all stations are busy the call is queued (only presenting ringback to the caller) and after the "first announcement delay" of x secs the entered announcement is played.
Be aware that there is no looping in the queue, you cannot repeat the announcement. The caller will remain in queue hearing ringback only untill one agent becomes available.
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- #5
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