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How can i make a small call center?

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GUIsareapassingfad

IS-IT--Management
Feb 5, 2016
116
US
Hello again!

I would like to add a call queue for my 2 front desk phones so if no one answers after a certain number of rings, the call gets parked into a queue with the same audio loop we use on hold. Is there any extra hardware i need? Is this an ACD?

AS far as actully configuring, i will prolly bite the bullet and have my tech company set it up.

Nortel Meridian1
Version 2511
Release 25
Issue 8
35 analog sets
150 digital sets
2 att consoles
 
yes it is basic acd

Remember if it doesn't work hit it harder

Scott UK
 
Thanks!
any idea how involved this might be, or how long it should take?
Just want to get a sense of how much i will have to budget for.



Nortel Meridian1
Version 2511
Release 25
Issue 8
35 analog sets
150 digital sets
2 att consoles
 
what kind of functionality are you looking for? the basic ACD on the switch software will allow basic call centre working, Eg: an agent to log in/out of a specific queue & able to change their status ready/not ready.
As for parking calls to listen to MOH after X number of rings im not so sure, I thought that would've been controlled by the contact centre application (££££££ or $$$$$)not sure it would be cost effective. The best thing is to have a quick read of the books to see what you really get from the basic ACD first.

If your stuck I can post a print out of a ACD queue & agent & you can have a play around in your own time.

Remember if it doesn't work hit it harder

Scott UK
 
Thanks Scott!

I will let you know if and when i know enough to try it out!

Nortel Meridian1
Version 2511
Release 25
Issue 8
35 analog sets
150 digital sets
2 att consoles
 
If you want to have callers listen to music or a recording you will need one piece of hardware, a Digital Announcer. This allows callers to listen to a delayed recording or music. It uses a trunk port and is configured in the ACD block under RAN. Even If you want callers to listen to your existing Audio loop music source, I believe you will require this to answer the call so the music can then begin playing.and the callers maintain there place in queue.
 
Thanks Geo!

We are using a third party vmail system. I wonder if there is a way to use that instead of having to buy and configure a RAN?

Nortel Meridian1
Version 2511
Release 25
Issue 8
35 analog sets
150 digital sets
2 att consoles
 
Status
Not open for further replies.

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