CallPilot Channels full + overflow

[fadi2008]

Hi

We have a scenario were incoming calls to call center
pass through call pilot first to hear an announcement
then they are transferred to symposium and then to corresponding agents.

Is there anything to do when call pilot channels are full and there is an incoming call we don't wont him to stay stucked in ringing state at call pilot, however we want to overflow him to symposium then to agent.

Any help?

 

[GHTROUT]

If there is a queue just for the call center (before it hits CallPilup) set the OVDN and TOFT values in it from LD23. I "think" that will apply just to those calls and not every other call to CallPilup.




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[johnpoole]

you can use that or innerflow prompts.. why the front end msg if you don't have the channels? and are you using broadcast? in the miran side you can use one channel for x number of callers.. i send as many as 20 callers to the same bcast (miran) at the same time.

john poole
bellsouth business
columbia,sc

 

[fadi2008]

Hi

This is an outsourcing call center which serves different clients, and he wants for each client a welcome message
different then other one before he get transferred to symposium then to an agent.

Thanks

 

[fadi2008]

Hi

We have: Call pilot cdn 8999 the dfdn is the call pilot acd 8900.

On the call pilot acd programming we tried to put ifdn the symposium acd queue.
However when the call pilot channels are full we still get ringing tone unless we change on call pilot acd programming Alog from yes to no.

Of course we cannot use this method as changing alog from yes to no manually had bad effects and also whenever call pilot restarts it will put alog back to yes.

Any comments?

 

[Pir8Radio]

John, using miran as an announcement, dont all 20 people hear the message at the same time? So if i come in 10 seconds into the greeting, i only get part of it correct? I have quite a few miran cards but only have one in the switch for generic call center messages in case symposium dies.