How can we route all calls from 4:00pm to 9:00 pm, to a single agent 1

[serge9]

Phone system: Meridian 1 61C
Voice messaging: Meridian mail 12

equipped with ACD, music on hold and intralia
Business hours are from 8:00 am to 9:00 pm

Here is how the system is working presently

Before 8:00am and after 9:00pm the caller will here a message saying we are closed
During business hours
All incoming Calls are received with a greeting and prompted to make a selection by dialling 1,2,3 and so on

Each selection will send the calls to a separate ACD queue and is answered by the agents of the queue

When agents are available, the call is answered
When agents are not ready, the caller hears an announcement and then music and then prompted to make a selection by dialling 1- to keep on waiting or 2- to leave a message.

All is working fine and each queue has its own voice mail box
According to meridian mail time of the day there are 3 options
Business hours, off hours, holiday

Question no 1
1- How can we route all calls from 4:00 to 9:00 pm, to a single agent
from 8:00 am to 4:00 pm keep the system as is
2- How can we show on the display which selection caller has made (did he press 1 or 2)
example
1- is accounting
2- is sales

thank you very much
serge9

 

[acewarlock]

Do all calls go to the same Queue wither they press 1,2,or 3 or do they go to different Queue's?

 

[serge9]

each number pressed ( example 1 or 2)route the call to a differente Queue
thanks

 

[acewarlock]

Use NCFW to forward calls to a Queue with the one agent, so when the last agent in each Queue logs out, all calls will NCFW to the Queue with the 4PM to 9PM agent. he /she will know which Queue each call came from.

 

[serge9]

Thank you(acewarlocK)very much, i will try it tommorow and get back to you
thanks
Serge9

 

[serge9]

Mr. acewarlocK
Thank you very much
it worked like a charm
Thanks

 

[acewarlock]

Yout welcome serge9, glad I could help