MerMail Announcement - call flow/mailbox

[oceannative]

OK, so here's another quick one -- I need to insert an announcement prior to our helpdesk in the event that we have an outage situation -- I created an announcement mailbox, however it disconnects, instead of reverting to the helpdesk. Are there any other options for setting this up? Also, I'm not sure how I want to handle the back-end (mailbox). Here's what I'm aiming for:

Helpdesk ACDN --> voicemail announcement mailbox --> Helpdesk ACD queue --> then....

if no one is available,
business-hours --> appropriate message --> helpdesk mailbox
after hours --> appropriate message --> helpdesk mailbox

Thanks guys!

 

[unkalary]

Why a mailbox instead of announcment service? Change revert to help desk number.

 

[jaxuser]

You can use a Menu Service to front end and have it revert to the Help Desk. That way if you do have outages, you can announce or announce that "there are currently no outages". Make the slow and delayed response also go to the Help Desk.

 

[oceannative]

unkalary - tried Announcement Service, but it's not reverting to the helpdesk... it just disconnects.

jax - hey again! are you saying to use a menu service without any options, just a revert?

 

[yyrkroon]

seems like you're going about this backward.

Start with a TOD controller -> menu service -> helpdesk -> mb.

TOD controlloer will do all your time,date,holiday, if everything is kosher, goes to the menu service or mb if its after hours.

menu service, provide your announcement and prompt the caller to press choice for helpdesk, mb or drop them.

caller chose helpdesk, send call to acddn for helpdesk, all agents busy or loggedout, ncfw or overflow back to mail

 

[jaxuser]

Yes, menu service, no options, revert and slow/delay response all set to Help Desk.

yyrkroon is correct about the TOD, this can come into play nicely for your business/non business and holidays. Also if you want to give the users the option of pressing something to go to Help desk or to leave a message.

You have numerous options available depending on what you want to accomplish.

 

[oceannative]

Good advice, guys -- I had skipped TOD because even after hours I may need the "issue" message... so maybe I need to go menu service - then TOD, etc...