CalicoJack
IS-IT--Management
I am trying to figure out our Help Desk ACD. We recently upgraded our MeridianMail to CallPilot. The system still works, but I want to know exactly how it works.
The ACD shows the following:
REQ prt
TYPE acd
CUST 0
ACDN 31300
TYPE ACD
CUST 0
ACDN 31300
MWC NO
DSAC NO
MAXP 11
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 18
FRT 10
SRRT 25
SRT 20
NRRT
FROA NO
NCFW 32000
FNCF YES
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 3
CWLW 5
BYTH 0
OVTH 1
HPQ NO
OCN NO
OVDN 32000
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE
The CallPilot shows that it has both a "day control" and a "time control"
The day control sends it to two separate menu services depending on the time of day.
The "during hours" menu service has a menu recording that tells you "all available reps are busy, press 1 to leave a message, 2 to get the on-call tech. However, you only get to that message after you listen to a recording of music, etc for 90 seconds. Then you hear the recording from the "during hours" menu service.
Where is that other "music, etc" recording coming from?!!
Thanks,
Jack
The ACD shows the following:
REQ prt
TYPE acd
CUST 0
ACDN 31300
TYPE ACD
CUST 0
ACDN 31300
MWC NO
DSAC NO
MAXP 11
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 18
FRT 10
SRRT 25
SRT 20
NRRT
FROA NO
NCFW 32000
FNCF YES
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 3
CWLW 5
BYTH 0
OVTH 1
HPQ NO
OCN NO
OVDN 32000
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE
The CallPilot shows that it has both a "day control" and a "time control"
The day control sends it to two separate menu services depending on the time of day.
The "during hours" menu service has a menu recording that tells you "all available reps are busy, press 1 to leave a message, 2 to get the on-call tech. However, you only get to that message after you listen to a recording of music, etc for 90 seconds. Then you hear the recording from the "during hours" menu service.
Where is that other "music, etc" recording coming from?!!
Thanks,
Jack