Fowarding an ACD call to CallPilot

[Vernst]

I have setup an ACD queue to pass calls to agents, and this has worked no problem. However, our management has told us that they would like to have a "Thank you for continuing to hold" message while callers wait, yet they are not prepared to fork out for an announcement card.

Is it in any way possible to have a message play via CallPilot. I have tried to set it up so that after 30 secs it will forward the call via TOFT/OVDN to the message, and then send it back to the queue. I know this is not a good way of doing it as the caller will be placed at the back of the queue, but if there ever is a queue, it usually only has one person in it anyway.

I am also aware that for TOFT/OVDN to work properly, the number you are sending too must have people logged in, which in this case it wont as it is a message hanging off CallPilot.

Does anyone know any other way around this as I am ready to cry!!! If you need any more info, please let me know.

 

[56BelAir]

I dont believe you can do that,thus nortel sells a seperate card for this. Try setting up a RAN route in your ACD queue and buy a digital voice recorder or a musac on hold player that will play a recorded messege over and over. Build a route and a trunk on a cot card. Jumper your source to that TN and its done.

 

[johnpoole]

you can do that BUT, the call goes into the back of the que. fifo, 1st in 1st out chain is broken.. you can use pilot with synposium for ran's if you have ivr ports truned on in the cp... a miran card is one way to go the cheapest would be a single interillia (4 channel)...

john poole
bellsouth business
columbia,sc