Can I change how calls are presented to our 5550 IP Consoles?

[hhallett]

We have a Mitel 3300 ICP running v6 software. We currently have the last 4 digits of the main business number set as a system speed call number pointed to an actual number that is assigned to softkey #2 on all consoles. When a call comes in on that number it rings directly on any logged on consoles.

I have been told that hotel management wants the following: "When a call to an Operator is not soon answered, it should go into a queue that has a recording talking about the hotel and all the events/amenities we have to offer. Calls should be retained in the queue in the order they are received and will ring back to the Operator's console once it becomes available." I know that this sounds like a Call Center queue rather than how Operators usually handle calls.

On an average day we have 4-5 people per shift who are doing double duty as Call Center Agents and Operators. So they each have both a 5320IP for ACD and a 5550IP Console.

The problem is that they've been told to give priority to reservations so any calls to the Operator (internal or external) just ring on the console(s) until someone gets to it, the caller gives up, or the trunk times out.

How can I give management what it wants (or something close to what it wants) for calls to the Operators? Or is this not possible without additional software/hardware?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[Supernova99]

Call re-route first alternative the console key to a RAD with your message.
This will then play the message whilst still continuing to ring the console key as the RAD is a 'non busy' device.

Hopefully you have embedded voicemail to provide a RAD with the correct CoS set or a physical RAD to provide the message

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[hhallett]

Supernova99 (TechnicalUser) "Hopefully you have embedded voicemail to provide a RAD with the correct CoS set or a physical RAD to provide the message."

We use an external voice mail system but do have RADs available in the 3300. Thank you for the recommendation.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[hhallett]

I seem to have missed something in implementation because it didn't work correctly so I put everything back to how it was before I began.

Call Rerouting for our main business line is:
Reroute - Day = 1
Reroute - Night1 = 3
Reroute - Night2 = 1
Reroute DND Type = All
Reroute - 1st Alt. = 10
Reroute - 2nd Alt. = 10

Call Rerouting 1st Alternative 10 is:
Busy/DND DID = Normal
Busy/DND TIE = Normal
Busy/DND CO = Normal
Busy/DND Int = Normal
No Answer DID = Normal
No Answer TIE = Normal
No Answer CO = Normal
No Answer Int = Normal
Directory Number = None

Call Rerouting 2nd Alternative 10 is:
Busy/DND/No Answer DID = Normal
Busy/DND/No Answer TIE = Normal
Busy/DND/No Answer CO = Normal
Busy/DND/No Answer Internal = Normal
Directory Number Routed To = None

I tried setting the 1st alternative options to "last" and putting in the RAD DN as Directory Number Routed To.

How should I have done it?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[wireman50]

Well you don't have a re-route, try setting the re route 10 to "this" and in the DN put the RAD number. It will not work in night service of course because that is re routed to to whatever is 3 in you call re routing always setting. Check your call re routing timer to be the time it rings before re routing.

 

[LoopyLou]

RAD - Attendant Overflow
Attendant Overflow provides a recorded message for calls which have not been answered by the attendant within a programmable time. Without this feature callers could be forced to listen to ringback for several minutes during peak traffic times.

The system queues incoming calls against the attendant and gives the caller ringback. Calls that are not answered within a programmable time are connected to a recorded message. After the message is finished, the caller is connected to a music source and remains queued against the attendant or is rerouted to the attendants second alternate destination

You need to reroute the console extension number to the RAD.

The beatings will continue until morale improves.

 

[hhallett]

Thanks to you all for your help. Calls are now routed to an "agents busy" message and MoH after about 4 rings. We still have the problem of Operators doubling as Reservation Agents so they're not getting to callers quickly. But at least I hope management will be happy with this.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[Supernova99]

Glad you got it sorted

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[LoopyLou]

That is the best they are going to get if they expect the operators to do double duty. Typically the console calls are pretty quick while reservations calls will take a lot of time to process. The result being that calls to the operator will ring longer. Nice to know management thinks so little of the guests that they would allow this to happen.

The beatings will continue until morale improves.