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Intermittent problems with Call Pilot 150 1

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reconrex

reconrex

IS-IT--Management
Mar 5, 2002
15
US
I have a call pilot 150 that is acting as an auto attendant/CCR tree and it is also using the ACD and keeping calls in a que. The system has three agents that serve as a phonecenter for the doctors office. The problem that they are experiencing is that they will have times that they cannot fwd via Feature 986 to voicemail boxes when calls come into the system. The system is setup so that the agents only have one intercom button and the incoming lines are PRI. The three phones are also setup in a huntgroup in the phone system which is a MICS with 6.1 software. My tech support thinks that it may be that all of the ports are busy, but an activity check was done on the call pilot and it appeared that at no time were all of the ports busy. Thanks for any help you can provide.

Rex Icard
Communication & Security Manager
Select Tel Systems
 
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you need 2 icom buttons to trans to vm "f986"

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.

 
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Thanks for the information I will try the 2 intercom buttons. However, will this allow more than one call to come into the agent at one time, or does the automatic call distribution look to see if the agent is busy.

Thanks,

Rex Icard
Communication & Security Manager
Select Tel Systems
 
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ACD IS ONE CALL AT A TIME/HANGUP/WRAP TIMER/THEN NEXT CALL IS PRESENTED TO AGENT.THEY WILL BE ABLE TO GET A INTERNAL/EXTERNAL CALL AND MAKE CALLS BUT NEVER A SECOND CALL FROM QUEUE

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.

 
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Thanks for the help. I changed the extensions to 2 intercom buttons and turned DND on busy to y and the system seems to be working great. Thanks for all of the help.

Rex Icard
Communication & Security Manager
Select Tel Systems
 
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How did you do the activity check?

Did you program the CallPilot 150 DNs to appear on the memory buttons of a Norstar telephone?
 
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