CICS Auto Attendant / Auto Answer used after call answered

[firefoxfire]

I was looking thru the manual regarding this but I could not find the answer.

Can the AA or Auto Answer feature on a CICS 6.1 be used AFTER a call has been answered. This customer is a Pharmacy and is using a 3rd party Auto Refill system that answer's the lines first and then does it's thing to take a refill, route calls to the pharmacy just like any Walgreens or CVS when you call.

This is a small pharmacy so sometimes they only have 1 person there. When they get to many calls the calls are going unanswered. They do not have Nortel voice mail so the calls can not be rerouted to a mailbox and they can not be re-reouted back to the 3rd party system because it is not set up for a message center. Once they handoff and BLIND transfer to an extension or HG they are out of the loop.

I know the Nortel AA or Auto Answer can answer and place the calls on hold for new ringing CO lines but can the internal AA answer the calls and place them on hold AFTER the call has been answered. For example if I have CFNA set for 4 rings then it would rout to a DN or an CCR tree?

 

[allworxguy]

Typical pharmacy uses a third party system before the system. Once the call leaves this system it can them be answered by the built in AA, but once a call has been answered by a DN it can't be returned to the AA.

Marv ccna

http://www.telemarv.ca

 

[firefoxfire]

You know how after a call is answered the user has the option to transfer the callar back into the CCR tree by pressing feature 986, 1, # to be transferred for example back to CCR treat number 1?

Could this be used in this environment either automatically or manually?

What do you think of this scenario?

 

[curlycord]

That is a question for the 3rd party group since there is no Norstar voice mail, its an IVR.


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curlycord

http://www.curlycord.com

 

[firefoxfire]

I am looking for a work around solution for this using the CICS's own resources which I am sure can be accomplished. If you read my post you will see that the 3rd party hands off and then is done.

If you have a solution to offer thank you if not then perhaps someone else can come up with a solution or suggestions to try something that might work.

 

[firefoxfire]

The phone company has one solution. They are going to provide a stand alone voice mailbox with its one telephone number. The customer has their bundle which already included phone company voice mail but they are no using it becasue of the 3rd party IVR so they wont have to pay any extra.

I am going to set up Call Forwarding delayed for 4 rings then Redirect the call externally to the voice mailbox number which answers on the first ring to play the greeting and take a message for the customer. The mailbox has a programmable MWI feature so I can program the MWI signal to be sent to the pilot number on the CICS which has a CI card in it and which will light the MWI lamp on the T7316e advising the customer that messages are waiting for them. They simply press the MSG button to autdial the phone company voice mailbox and log in and get their messages.

 

[curlycord]

So your complaint was you cannot transfer back to the IVR system.
The phone company resolution was to put Caller Answer (voice mail) on the line.

How does one relate to the other?.

My solution was instead of worrying about the CICS was to instead call the 3rd party vendor who controls the IVR to ask what way or code can be used if any, it did not require your type of response.

Carriers sending a message light although nothing new will not help your issue:
"Can the AA or Auto Answer feature on a CICS 6.1 be used AFTER a call has been answered."

You now tie up 2 lines so somebody can leave a message correct?

What about using a spare C.O. port, cross-connect ATA to CO port, hook up C.O. port to IVR, transfer caller to ATA.






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curlycord

http://www.curlycord.com