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Callcenter / Holidays / BCM 3.7 1
- Thread starter subx
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1
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You would have to front end with the Auto Attendant.
Use CCR tree to transfer callers to CallCenter.
Record holiday greetings in business greetings in CallPilot AA menu. Then create schedules for your holidays greetings.
It's actually quite easy.
But if your lines terminate directly to call center you would have to change your call routing tables for each skillset and record a holiday call center greeting.
If this is the case then the greetings cannot be scheduled.
If you do this via skillset then I would suggest first routing step be forced greeting. Also bear in mind if you do this you will end up with a lot of abandoned calls in your reports.
Use CCR tree to transfer callers to CallCenter.
Record holiday greetings in business greetings in CallPilot AA menu. Then create schedules for your holidays greetings.
It's actually quite easy.
But if your lines terminate directly to call center you would have to change your call routing tables for each skillset and record a holiday call center greeting.
If this is the case then the greetings cannot be scheduled.
If you do this via skillset then I would suggest first routing step be forced greeting. Also bear in mind if you do this you will end up with a lot of abandoned calls in your reports.
- Thread starter
- #3
hi aragon,
thx for your answer. I setted up auto attendant for the target line what will end in callcenter but it didnt work as i would like.... i write down the steps what i did so maybe u could give me a clue on that example....
Target Line 491 has received number 191... I set up on Auto Attendant Line 491 for Auto Attendant... I didnt created Company Greeting but i select CCR Tree 1. I did also create Holiday with a Holiday Greeting. If i call on that day the Company Greeting get played and that works fine! I did create on CCR a Transfer Node with "intercom" to 191 (CDN) CallCenter Number.... If its not Holiday it get the Message "one moment please" but dont transfer to callcenter.. it always run in a loop?!? Any mistake on that?
regards,
subx
thx for your answer. I setted up auto attendant for the target line what will end in callcenter but it didnt work as i would like.... i write down the steps what i did so maybe u could give me a clue on that example....
Target Line 491 has received number 191... I set up on Auto Attendant Line 491 for Auto Attendant... I didnt created Company Greeting but i select CCR Tree 1. I did also create Holiday with a Holiday Greeting. If i call on that day the Company Greeting get played and that works fine! I did create on CCR a Transfer Node with "intercom" to 191 (CDN) CallCenter Number.... If its not Holiday it get the Message "one moment please" but dont transfer to callcenter.. it always run in a loop?!? Any mistake on that?
regards,
subx
Holiday greeting allows you to choose CCR number for holiday schedule.
You must also configure the correct CCR tree for each time of day for your table.
Maybe also in your table setup you have chosen a digit for repeat menu. This field should not be used. If you choose a digit here then this digit will force aa greetings to repeat. I am not sure though why you would match your received number to the CallCenter CDN we would normally use any unused DN from the system as the transfer DN.
To test the CDN you can dial into AA and enter the CDN value via touchtones you should be transferred to your que even if CCR is enabled or disabled.
You must also configure the correct CCR tree for each time of day for your table.
Maybe also in your table setup you have chosen a digit for repeat menu. This field should not be used. If you choose a digit here then this digit will force aa greetings to repeat. I am not sure though why you would match your received number to the CallCenter CDN we would normally use any unused DN from the system as the transfer DN.
To test the CDN you can dial into AA and enter the CDN value via touchtones you should be transferred to your que even if CCR is enabled or disabled.
- Thread starter
- #5
hi aragon,
thx for ur answer again....
So is it right to set up CCR Tree as Transfer Node and to enter there the CDN of Callcenter for normal days? Holidays works already fine...just the transfer for "normal" days get a loop....
Is there anything to set up on AutoAttendant General Settings? Or Operator Settings?
regards,
subx
thx for ur answer again....
So is it right to set up CCR Tree as Transfer Node and to enter there the CDN of Callcenter for normal days? Holidays works already fine...just the transfer for "normal" days get a loop....
Is there anything to set up on AutoAttendant General Settings? Or Operator Settings?
regards,
subx
- Thread starter
- #6
hi again aragon.... after we did reinstall callpilot it seems to work this time.... could it be that if u reboot BCM or if u use any wizard that there is a problem with callpilot? its the second time that i had problem with callcenter or auto attendent while i was programming on BCM ( using a wizard ) .....
just a little question...is it possible to set off the transfer message " one moment please " ?
regards,
subx
just a little question...is it possible to set off the transfer message " one moment please " ?
regards,
subx
You cannot disable the prompt.
Wizard do not generally cause me a problem, but they are hit and miss when it comes to actually applying the full template. I normally use the wizard to assign button programming and DID assignments. And not wizard the CallPilot since there is no practical advantage in using the wizard for the CallPilot.
Wizard do not generally cause me a problem, but they are hit and miss when it comes to actually applying the full template. I normally use the wizard to assign button programming and DID assignments. And not wizard the CallPilot since there is no practical advantage in using the wizard for the CallPilot.
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