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Forward ACD calls to an External DID

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ELBeast

MIS
Mar 13, 2006
55
US
Hi we have an ACD on a Sucession CS1k (v4.0) that currently goes to VM if nobody picks up. They want to change it so that the customer service reps can manually forward the call to an external number (cell phone) I already tried to do a call forward on one of the phones that are in the ACD group but the call never forwards to the external number. What is the best way to accomplish this? Thanks in advance!
 
Yeah, but then it would always go to the external number. I don't want to have to edit the ACD every day just to forward to an external number, I want the ability to selectively CFWD just like I would on a deskphone.
 
only one way i have been able to do that is to use ncfw to an analog, use rcfw to forward that set to either internal or external.. you can't forward an acd group with a forward button on a single set, the acdn is not marped on any set

john poole
bellsouth business
columbia,sc
 
So would I have to manually rebuild the ACD everytime they wanted to forward the phone? I was hoping I could implement something that the customer svc reps could manually invoke. What about time of day routing? Is there anyway I can program a night service on the ACD queue to forward the calls after hours?
 
If your carrier can do a call allocater service try that... Basically, you can setup a defined number of "offices" that an 800 number can go to. Then you can log into a web page whenever needed to change where the 800 points to. In this scenario, the NCFW would point to the 800, and your users could have access to the tool to change where the 800 number goes.

We do this with AT&T for our on-call cell phones.

 
I must be confused about what is being attempted here... Why not program a CFW key for 10 digits and set CLS to CFXA on the customer service phone?
 
That won't work, because the ACD does not reside on any one
particular phone. I can program a phone to CFWD to an external number but when the call comes into the ACD, it will just sit in queue.
 
OK, that makes a little more sense to me. So are you using ACDDN\CDN queues?
 
I think what Watsonj is saying is to program the NCFW on the queue to an extension of a phone that has a button with CFW 10, and CFXA in the class of service.

That way, the users can change the call forwarding on that phone to whatever they want it to go to.
 
I could do that I suppose, right now it is NCFW to go to a VM box (callpilot) with remote notification turned on. They don't want to completely turn off the VM however. They only want to be able to forward the calls during out of business hours.

WatsonJ, I believe the queue is an ACDN queue.
 
Quote: "They only want to be able to forward the calls during out of business hours."

Then you'll need something, like a Symposium script, than can check the time of day to determine when to route the call. If they already have remote notification on the mailbox, they can change that themselves on who to notify. Sounds like they already have pretty much what they want.



 
i don't know that much about forwarding an acd set.. seems to bypass the reason for acd sets.. if you can make it happen, it seems that the forwarded station would always be idle so that cell would get all the calls for that acd group..

on a non-acd set, change cdb opt to cff from cfo (default) give the station cfxa plus key x cfw 10 and your done..

in one case i gave users a 4 digit number to forward to,, dn 1000 could forward to 2000, which was an maxp 1 acd ncfw to there company cell.. that gave me cfxa with the cfw 4 key blocking them from fordarding the phone to any external except that one location..

john poole
bellsouth business
columbia,sc
 
The set fowarded to doesn't necesarily have to be an ACD set. Just a set that the users have access to to change where they want their calls to go.

In any regard, when you forward, it's based on the extension you're trying to forward, and won't have any implications on the ACD that the phone belongs to.
 
We don't use Symposium here, just the basic ACDN. So basically
I need to change the NCFW to go to a non-acd extension and from there have it rcfw to the oncall phone I guess? So they won't be able to use the VM box anymore?
 
What version of mail do you have? Does it have the ability to do menus?

 
Callpilot release 03.03.06, I'm not sure, I'll look into that..
 
OK. If you can do a menu, what you can do is have the NCFW go to a menu in your mail system. In that menu, you could ask the caller if they'd like to leave a message, or like to be connected to a live person. Selection 1 would take them to a voice mail, Selection 2 would go to the extension of the phone that the user's had setup the XCFW on.

This is rather elaborate for a simple out of office voicemail though. And, more than likely most callers will opt for a live caller, so giving the option to leave a message would most likely be pointless.
 
We use a Menu
Normal hours are 6AM to 6PM. If this is an emergency press 1(ths is sent to the oncall phone)

Press 2 to leave a message.
 
Another option could be to replace the ACD number with a set which in turn is forwarded onto an ACD.

Let's say the ACD is currently 4500. Out the ACD, and create a set with the DN of 4500 on. Add CFW, a touch of HTA, with some CFXA.
Create a new ACD (4501) and add the agents to it. Then forward the 4500 set to the new ACD 4501.

This gives your agents the ability to change/modify the forwarding number, without having to worry about TOD, etc.
It also means you don't have to manually change the number every time they want to have team meetings, etc..

You may have to fiddle around with SFA on the 4500 set, so it allows secondary forwarding.

As an added feature, you could add RCFW on the set, which gives you and the call centre to forward the calls during emergency evacuation, stuck in traffic, etc..



Good judgement comes from experience, which usually comes from bad judgement..
 
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