IVR Hunt Group Setup - Limitation

[acskmk]

Hello. We have recently installed a 4 port IVR solution and integrated with our Mitel 3300 (4.1). The setup recommended is a hunt group scenario. We now have a test pilot setup. IVR ports for access to pilot are setup as Generic SIP phone currently which provides the 5th caller with a busy signal if all 4 ports are busy. The thought is to add a hunt group with app server ports as members to hunt group? Again, this provides a busy signal. Can I setup an ACD queue to queue callers until the ports become available? If so, how could this be setup? Any assistance would be appreciated. Thanks

 

[bearvalley]

Check out your trunk COS timers. There is one for camp on that will give you the desired results.

 

[SXWizard]

The timer is Auto Camp on. 0 turns it off and returns Busy.

 

[LoopyLou]

And no you can't setup ACD path in this case to queue callers.

The single biggest problem with communications is the illusion that it has taken place.

 

[acskmk]

Thanks. I'll give those a shot. As to the ACD queue. You are saying that the IVR ports cannot act as permanently logged on ACD agents? Our account executive has indicated that this was a possibility so that statistics could be provided. Also, while we have a DID route to the IVR directly it is not yet published so most of our traffic is going to go through call director as a menu option. We could get stats there as well as through the IVR application on the back end. The powers that be have been pushing for an ACD queue so that they could generate reports to show the activity. I'm looking for supporting information to sway them from that thought process as well.

 

[kwbMitel]

To generate reports from ACD you need an application to process the data - Very expensive. The value of the reports is completely lost for your application i.e. Time before answer, hold times, time in queue, average call duration would all be meaningless.

Activate the COS option to allow your trunks to camp on. You can then use a hunt group. The hunt group can provide RAD messaging if required. Reports can be supplied from the embedded traffic reporting system that will give you peg counts and hunt group busy counts which are probably all you are looking for.

Don't over engineer your solution.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

ACD agents need to enter a code to login. Your IVR ports would need to be able to duplicate the actions of an agent to login.Plus I don't think you can use SIP sets as ACD agents anyway. They can't take a ACD agent hotdesk login and you can't set them to ACD Set in the multiline set programming form anyway. So long and short follow what kwbMitel says.


The single biggest problem with communications is the illusion that it has taken place.

 

[acskmk]

Thank you very much for the information.

kwbMitel: We do have Prairie Fyre 5.8 so that capability is currently in place. I agree with you on the over engineering. I have never used the embedded traffic reporting system but we have just recently added Call Accounting to the Prairie Fyre so again, I agree that we have plenty of tools to monitor the activity of the IVR.

The question that I have is as follows:
If the primary route on the IVR is via a menu option from within a Call Director on the NuPoint does that have any affect on the camp on functionality? The DID for the IVR is not yet published. Once it gets to NuPoint it becomes an internal call correct? I confirmed that the auto camp on is set at 10 currently on the PRI COS.

LoopyLou: Thank you. You are correct, I tried to find ways to make the IVR ports agents. The value would be to be able to see this in Prairie Fyre CCM reports and CCC real time. I tried to make Generic SIP an ACD agent II set and failed. In short, I have yet to find a way to make it work. I agree wholeheartedley. Now off to the challenge of convincing the powers that be

Thanks very much for this valuable information.

 

[acskmk]

I changed the PRI COS Auto Camp on timer to 0. It was set at 10. No change on the busy signal. Other thoughts?

 

[dryaquaman]

I think you'll have to set up an "All ports busy" message RAD on the hunt group. This would then answer the call and then play MOH. To me, that would be better than camping anyhow because when camping on the caller would hear Ring>>>MOH with no explanation as to why.

Dry Aquaman

http://www.university-music-on-hold.com

 

[acskmk]

Thank you Dry Aquaman. I agree, the other would then pose a problem given that it would not inform the caller of what is happening on the line which would then generate helpdesk tickets. I'll check into the setup on that and see if I can get that to work. Thanks again.