Call Pilot - AA won't transfer to Call Center skillset

[alycera]

Hi Folks. Got a question about Call Pilot's call center answering functionality. Have an MICS with Call Pilot 150. All calls come in via a single PRI. We're wanting to do a pretty simple auto attend and call center.

Basically, AA needs to answer and give callers the option of connecting to field services group here on site (option 1 - transfer to call center skillset 1 ~ 5 agents), connect to a remote order entry site (option 2 - transfer to external number), or hit the operator. Here's the problem: it appears the call center will only answer inbound calls -- not internal calls or transfers from the AA.

I can get it to answer a target line by dialing a DID from outside. And I can have the AA generate an external call that will hairpin back into the PRI and hit the target line. But that seems a little crazy to chew up two channels of the PRI for each caller to the call center. What am I missing? How can I get the AA to transfer over to the call center internally?

When I set up the skill set's control DN, I tried calling it but call center won't answer. It looks like everything else is OK because it answers calls from outside just fine. It apparently needs to answer a CO line or target line . . . unless I'm missing something stupid (usually the case!).

Any help would be GREATLY appreciated. I'm currently bouncing them to a hunt group and just broadcasting to the reps -- not even using the call center capability. They're not happy with that at all.

 

[ptstechnician]

You cannot call a skillset DN internally. When the AA answers, enter the skillset DN and it should start ringing the skillset.

 

[alycera]

Thanks ptstech. I'll try/test that today.

However, that only gets me half way there. About half of the callers "0" out. Then the operator says "I'll transfer you to the field services group". Not sure how to do that if I can't hit a skillset internally.

But if it works from AA through a CCR tree, I think there's a way to transfer to CCR. I'll need to look that one up.

I'll give it a go later today. Any additional advice would be appreciated.

 

[jerryreeve]

Just do a transfer to the DN and release the call.

----------------------------
JerryReeve
Communication Systems Int'l
com-sys.com

 

[ptstechnician]

Yes, jerryreeve is correct. You can transfer calls to the skillset DN, but you cannot call it internally.

 

[alycera]

Cool! I'm headed there right now. I'll let you guys know how it goes. I REALLY appreciate you help!

 

[alycera]

You guys rock! It works perfectly. I guess I was just being a little too cautious by wanting to dial the number internally first. So I never got to the point of trying the transfer.

As always, this forum is one of the best knowledge pools around. I just hope I can jump in and answer a few as well.

BTW -- Any opinions on call center reserved channels? It defaults to one. Is that too few? They have 5 agents. But I'm told that when it's busy, callers will hold for 20 minutes or more and 10-15 will accumulate in the queue. I hope their 8 port Call Pilot 150 will handle that level of traffic.

Any thoughts?