MAGIX ACD - Information please

[acmesf]

Hello,

We have a very busy restaurant / grocery store. We want to manage our incoming calls better so we are looking at the Avaya Magix for its ACD functions. I have a few questions if anyone has the time answer them.

We have 3 departments, reservations, to go orders and the grocery store. Each of these would have 3 inside phones in a separate queue. If a caller calls the take out number the caller would go into that queue and float there until someone is available to take their call.

3 separate ADC queues with 3 phones each.

Is this possible out of the box (with programming and configuration of course) or would additional hardware and or soft ware be required?

Is the magix an good choice for this application?

I know this is basic stuff for most of the people here but i can not get a straight answer from any of the 5 Avaya reps i have called.

Thank you in advance for any help you might be.

 

[tdaugirdas]

You can do it out of the box - assuming a Magix Messaging, R2.5 or better is part of the package. You would need enough voicemail ports to handle the expected call volume. Some of the ports could be allocated to DAS (delayed announcement services)to keep callers in queue "informed" or to allow them to opt out of the queue to leave a message.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[acmesf]

Thank you so much for your help. If I go with this system, how many voicemail ports do you recommend or should the question be how do I decide the number of voicemail ports I should buy?

THank you again for you help in this.

 

[tdaugirdas]

If the restaurant is "very busy" and you need to devote some voicemail ports for DAS (Delayed Announcements - for those in queue) - then I would probably go for at least an 8-port version. 4 to 5 to handle incomming calls and the rest for DAS. You need a Merlin Messaging of R2.5 or above for DAS. The maximum port capacity is 12.

Port capacity = how many simultaneous transactions the voicemail can handle. An 8-port can be fielding 5 or 6 simultaneous calls and still have a few ports open to play DAS messages to those in queue.

If you are getting multiple near-simultaneous calls at peak rush - then the more ports available - the better.

Tom Daugirdas,
President
STCG, Inc.
stcg.com