looping Automated attendant 1

[corsyl]

Hi,

I am trying to set up a situation using the automated attendant as a backup for the operator.
What I want to do is:
incoming targetline 241 rings at operator ext.200
Call Pilot automated att. is set up to answer after 8 rings and will give a message like "all operators are busy, please hold the line"
Then a transfer to ext.200
As described works ok BUT.. if the operator does not answer I want to let the call go back to the automated attendant and let it do the same thing again. In other words "let it loop until the operator answers the call"
Is there a way to make this possible? I would be happy if someone has a solution to this problem.
Thanks in advance

 

[3Sixty]

You can do it but you will not get your original message. It is a system one. The only way to get what you require is a call centre key code.

Marshall

http://www.nortelsupport.net

 

[corsyl]

Marshall,
Thanks for your reply. I was thinking of call center as well and would not be a problem because we have the advanced callcenter key applied. I just wonder how to configure that because if I make a skillset wich will be routed to the operator I think the operator has to be an agent. If the operator does not answer the call beacause he or she is just not at the desk at that moment the operator will be put in "make not ready" and therefore the operator will not ring anymore untill set available again.

How would you setup the config?
I tried to create a skillset1:
step1: Greeting150 "all lines are busy"
step2: transfer to operator
step3: goto1

What happens is that step1 and 2 will occur but the call will not go back to the skillset and will end up in the skillset/operator mailbox.

I think it will be not such a problem to configure, just don't know how..I am just starting programming BCM's so therefore still have to figure out a lot. Thanks again for your input

 

[danthephoneman]

Corsyl,try setting the skillset to distribute for a number of minutes say after step 1 distrbute for 5min. program a call wait key on the attend. console (F909) will indicate that a call is waiting in que.Make sure your overflow is set on Timer for condition on the number of minutes you want the person to wait in que before it overflows to skillset or general mailbox. This is one way you can try.

 

[SupportDude]

Corsyl,
You can do this with what you currently have in place.
First, the operator cannot have a VM box.
Second, forward the operator set to VM.
Third, disable the GDM.
Fourth, use the Custom AA Menu prompt to record "all operators are busy, please hold the line".
Five, assign a company greeting that has not been recorded, like number 20.
Effect .... Call comes into VM, first greeting is blank, rolls to AA menu prompt, caller gets the "all operators are busy, please hold the line". Call eventually rolls to greeting table attendant, if attendant is busy, call rolls to VM via FNA. No Mbox, No GDM, call get AA Menu prompt and the process starts over.

Done it many times.
Give it a shot!

SD

 

[3Sixty]

The problem with what you have suggested support dude is internal calls will get caught up in the same loop. The way I have done it in the past is to set up a hunt group and then set the overflow on the hunt group as the voicemail. That way providing you disable the GDM as you have stated the system plays the attendant is currently unavailable at present please hold. If what your are saying is it is the standard AA greeting and if you customise it you can have your greeting being played over and over again. That will be perfect for a customer I have a present using the system generated message.

Marshall

http://www.nortelsupport.net

 

[corsyl]

Thank you guys for your help!
I will try to setup your seggustions. I have some more questions though. I will post them later in a new thread.
First I want to make sure my questios are not answered already in previous threads.

There is one very important question I will post in a few minutes.

Thanks a lot!
Sylvain