Increases in call volume - Advise (best scenario) needed.

[rihtx]

We have a Merlin Messaging Release 4.0 for Magix and Legend Processor Release 7.0 v.10 mode hybrid/pbx

My boss is going to be on a national daytime show in the near future and we expect call volumes to increase.
I recently created calling group of 6 "sales agents" (thanks to Tom D for his help) with circular hunt and overflow back to the receptionists. This has worked fine but with the expected increase in calling volume (expected to last 4-5 days) we need a more redundant type of setup to ensure calls are not being dropped or lost in voicemail box for the CG.

We are not able to increase the staff so I am looking for the best possible scenario to have the Callers looking for information/sales to be serviced or at least given the best possible option to talk to sales agents as fast as possible.

Any suggestions are welcome. I am still not familiar with all possibilities of the system and I may have overlooked possibilities and/or restrictions but here my own solutions.
Continue to with current scenario but create a new overflow group with the same agent ext. in it as the first. Configure this group to most idle hunt, so if the first group circular hunt does not pick up the call goes to the overflow group and pick the idlest ext. If however no one is idle, the call is queued and an announcement is made giving the caller and option to hold on for next available agent or press a number to leave a message in the overflow group mailbox. This box will then be checked at intervals by an assistant who will forward the messages to the appropriate agent (in manual circular order).
I do not know is this scenario is possible since I read an ext. can only be in 1 CG at any time. Also I do not know I the Overflow CG would be able to queue the call and then make an announcement to the Caller while he/she is while waiting for most idle. Also I would like the Caller to be able to press a number (while on hold for the next available agent) to be transferred to the previous menu or receptionist.

Any ideas, comments, suggestion are welcome.

By the way, thank you so much to all of you who have helped many of us, if not directly then by anwering similar or same questions from other members. You Rock!

Rune Christensen, TX

 

[Danny28]

Maybe instead you should try activating the calling group queue function with a repeating delay announcement and music on hold. This way callers wait in a queue of music for someone instead of hearing continuous ringing from a call being bounced all over from overflow extensions.
It can also be set up so that you press a button to leave a voicemail message if you don't want to wait any longer.
All the people involved with this group would be agents. When someone is available to take calls, they would push the button to set their status as IN/AVAILABLE. Then any calls coming into that group could group ring, circular ring, etc.

 

[rihtx]

Danny,

Thanks for your input. I was just wondering if Messaing would be able to record/import music for hold. I know I can configure a cuople of ext in messaging for the primary and/or secondary anouncement for the qeue. I got the ES2 log-in/off button feature already. The problem is that the agent should be distributed the calls equally (when the call first comes in) which is why I must use circular. If however that agent is busy, we want any agent to take be able to take the call. I will check if I can setup a qeue for the cover calling group with most idle hunt type.

 

[Danny28]

You just need to purchase a Music on hold device, plug it into the appropriate port, and configure Magix so it knows its there. We have one that is just basically an MP3 player with an card that can be removed. It came preloaded with non license required music.
I would use a MOST IDLE hunt type with each extension set to AUTO LOGOFF. Keep in mind, even when you have a MOH device, any time you hear a phone ringing at your business, the caller is also hearing ringing (and not the music). Hearing endless ringing is incredibly annoying.