Console 'Messaging' Query

[ableseaman]

Afternoon

CS1000e running Rls 7.5
Call Pilot 600r Rls 5.0

We have 2 2250 consoles to cover our main DDI number. Callers simply queue until they are answered. Out of hours the operators place the consoles on night service and calls are then forwarded to the Nite position which is a single 500 DN with an answering machine connected.

We are receiving complaints. 1) during the day callers are complaining that it can take minutes for calls to be answered and are occasionally just hanging up. 2) at night if more than one caller rings the main DDI number busy tone is provided as we only have a single answering machine.

We have discussed this and would like calls 'queuing' at the switchboard during the day to be given a message to say that 'we are busy' and their call will be answered soon. Can someone advise how this can be done - I assume we would just use call pilot for the notification? Ho wwould the CS1000 be programmed to facilitate this?

At night we would probably just want to forward to a call pilot mailbox that provides details of our out of hours numbers but doesn't allow callers to leave a message - again how is this done in call pilot.

Thanks in advance.

 

[one234]

Hi,

Using CallPilot for out of hours is a good thing. Create a mailbox and you are done. Small problem could be that if an extension is forwarded (Hunt/FDN/CFW) to the attendant the caller will go to the mailbox of that extension and not to the attendant mailbox. If the extension doesn't have a mailbox the caller will hear the "You are forwarded to a voicemail system, but the user bla bla bla" message. To solve this you can make a CDN and connect a CallPilot App with an announcement to that CDN (Create the CDN via the setup wizard and when done change voice to the app).

During the day you can't use CallPilot for the wait announcement. CallPilot doesn't support RAN routes and you need RAN routes for the Recorded Overflow Announcement (ROA - LD 15). Maybe you can route all calls to CallPilot and play an announcement before you transfer the caller to the attendant.


Marc D.

If Bill Gates had a nickel for every time Windows crashed... Oh wait, he does...

 

[ableseaman]

Hi Marc

Thanks for the reply.

I understand the option you provided for out of hours.

For during the day. If we can't use Call Pilot for the wait announcement then what would the alternative be? We also have CC6 (soon to be AACC6) installed. This uses Call Pilot for announcements and the CS1000e to route calls. Would CC6 be an option here or again as we use Call Pilot for announcements is this not possible?

We don't want the calls to be 'answered' by Call Pilot (or an other) but simply want an announcement that lets callers know they are in a queue and will be answered soon, rather than just continous ringing.

Cheers

 

[one234]

If you remove the M2250 consoles and use (AA)CC agents to handle the calls you can use CallPilot for the announcements and (AA)CC for the call routing. (AA)CC and CallPilot do not use RAN routes for the announcements, but IVR and/or ACCESS channels.

If you want announcements for the attendant you must do that with RAN routes with i.e. a MIRAN card.


Marc D.

If Bill Gates had a nickel for every time Windows crashed... Oh wait, he does...

 

[ableseaman]

Hi Marc

I don't really want to change the consoles at this stage - although it is something we have spoken about.

We have a MIRAN card (MRN3) which we use for MOH. We also have over 500 RAN routes available on our CS1000. Do you have a quick overview of how we could set this up or which avaya guide would cover this off.

Cheers again

 

[one234]

If you only use the MIRAN card for MOH you should have at least 1 channel free (Smallest MIRAN package is 2 channels). You should be able to telnet into the MIRAN card and look at the license and the current configuration. Or via serial cable if network doesn't work.

Basically you should create a RAN route, RAN channel, configure the MIRAN channel and record a message. And the last thing you should do is configure the ROA datablock (LD 15).

The best source for information is the MIRAN manual. There are a lot of programming examples in that manual.

This is what I normally use:

Start/Stop RAN, 1 Channel per Route

REQ  NEW
TYPE RDB
CUST 0
DMOD
ROUT xx
DES  MIRAN
TKTP RAN
RTYP LVL
GRD  IDLE
REP 1
POST DIS
STRT DDL
ASUP YES
ACOD xxxx
TARG
CDR  NO
NATL YES
CFWR NO
IDOP NO
PANS YES
TTBL 0
OHTD NO
ALRM NO

Trunk

LD 14

REQ  NEW
TYPE RAN
TN   LLL S CC UU
DES  RAN
XTRK EXUT
CUST 0
RTMB xx 1
TIMP 600
REQ  END

I do not have a example for the ROA, but that should be easy enough to figure out. You program the ROA in LD 15. If you have any problems let me know and I will print an example from 1 of the switches.


Marc D.

If Bill Gates had a nickel for every time Windows crashed... Oh wait, he does...

 

[ableseaman]

Hi Marc

Thanks for all your help, this is making a lot more sense now. I will download a MIRAN guide and check the amount of channels we have (think it is 2) and see how I get on.

Thanks for the further offer of assistance...........

Cheers Again

 

[janaya]

the Miran should allow for either 4 ports or 8 ports...