How can i make a small call center?

[GUIsareapassingfad]

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

 

[phones1]

yes it is basic acd

Remember if it doesn't work hit it harder

Scott UK

 

[GUIsareapassingfad]

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

 

[phones1]

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

 

[GUIsareapassingfad]

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

 

[Geordie12567]

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.

 

[GUIsareapassingfad]

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