mer mail 12

[AZgolfnut]

i'm working on a meridian mail 12 that has access on it.
wanted to use access for the IVR function. call come into queue and after 1 min route out of ccr to mer mail giving the customer the option to stay in queue and wait or press 1 to leave a message.
i built the acd for access
i added the access in the vsdn table.
after the time limit the call routes to some where?
i have silence no vm prompt. its not accessing in of the dedicated channels i set up in the CAT

here is the script command

give ivr 4150 with treatment 203 if oldest call 6060 is > 30

any ideas?

 

[AZgolfnut]

anyone?

 

[AZgolfnut]

bump...

 

[johnpoole]

the command does look right but i can not confirm that untill tomorrow.. (not on site).. unless you have ivr lic for that mermail, the call will not stay in que and i don't know if it will work at all.. we added 8 ivr ports to our cp so we could do the same thing and not drop fifo back into que... that was a major upgrade (cost) and the customer used it for a week.. they got to many msgs to return so they rerecorded that prompt so the caller never are offered the option to leave a msg..

that is not my favorite dept.. acd did not give enough reports.. so we bought symposium, they got to many calls so we added the ivr.. that was to much trouble so they turned it off.. and they have not pulled up a single report because they are to hard to understand.. 10 agents and never more the 2 on calls... the rest are either not logged in or msby.. now they want a better system... i told the vp, best system is to fire all the management including her and hire someone that finished grade school..

john poole
bellsouth business
columbia,sc

 

[AZgolfnut]

first i would like to thank you for replying to this question. i've been in this business for 18 yrs and every now and then i run into a problem i can't quite solve. the mermail 12 has ACCESS licsences which alow you to use VM as an ivr. i built this a few years to play appox hold times for the call center and it worked great. ACCESS would hold the callers place in queue and then return them to wait for the next avail agent. not sure what im missing in the programing this time. do you know anyone that is familiar with using ACCESS? i can upload a few txt docs that show how it is programed.