Merlin Queue by day, AA by night, How??

[joed7070]

Hi All,

I have a call center type application with a DID that hits a calling group set to simultaneous ring. (MAGIX R3, Auto Login). The usual delay primary and secondary stuff with a "#" out to group mailbox and a time based overflow of 600 minutes all works fine by day.

The question is how do I put this into night mode so that the AA greeting picks up at night and not the delay announcement. It is not a PRI, there are other calling groups in the system with their own DID's, plus fax machines hanging off of 016 T/R cards. So, I really can't assign lines in a night group as it will grab anything coming in.

The customer is real strong about live answer during the day. My original plan was to use the day AA as a filter that would say "please hold for the next available rep" and 0/timeout to the calling group. No good. He wants live pickup unless they are all busy. Any help appreciated in getting the night greeting to answer. Currently there is only one night position (one operator set). All MLX series.

Thanks!

Joe

 

[merlinman]

What's killing you is the AUTO LOG IN!

I had a similar situation on a system that just converted to T1, and to make it do what they wanted, THE GROUP HAD TO BE SET TO AUTO LOG OUT, WITH OVERFLOW TO TH VM GROUP, and the PEOPLE IN THAT GROUP HAD TO BE TRAINED TO LOG IN AND LOG OUT.

That way, with no one logged in, the group overflows to VM and you can set a GROUP MBOX to catch the calls at night.

You could set the GROUP MBOX to be an auto attendant, but that's rather unusual.

I'm afraid I have little sympathy for folks who say "that's too hard to remember to do!" , 'cause the last 8 years or so with "THE COMPANY" I either logged in or I didn't get paid!

That may be a hard sell, but it really allows the GROUP CALLING to work as it should, and night service as well.

 

[upstateny]

You mean to say merlinman that an employee has to actually be responsible?? knocks a lot of people for a loop!

 

[merlinman]

One would wonder if that has anything to do with all the jobs going OFF SHORE.

 

[Pepperz]

You want to have teh calling group behave differently when open and closed. You will have to put an AA in front of the calling group with a different meny for day and night operation. That will give you different operations during day and night. The problem with the overflow situation is that the overflow is based on time or number of calls or the # sign. If someone has been in queue for awhile, at night, then overflows to VM, he's probably going to be mad. Your queue prompts are going to sound the same for day and night, so the caller won't know you're there or not (unless told times in the queue announcements).
Again, the easiest way is to keep them out of the queue in the first place with an AA up gront. Let me know if you have questions as to how to set this up.

Pepperz@charter.net

 

[joed7070]

Hi All,

Thanks to MerMan and Pepperz,

I think the AA in front seems to be the only way to do this as with all members logged out, they simply go into queue with the delay announcements. Currently, I use the day greeting as a "header" saying, please wait for the next available rep and then 0/timeout to the calling group. At night, the AA is setup with 0/timeout to general mailbox.

Thanks!