message when no available ACD agents

[ttcentar]

Hi all,
I would like to play info message to caller if there is no ACD agent available for that ACD group(eg. "working hours ..., please call xxxxx").
Is there any way for this to be done, but I don`t want to have live person to answer that call.
I already have WELCOM, QUEUE and REPQUE message and everything works OK.
System is TSW, SP1
I`ll post printouts of AC commands tomorow.
Thanks

 

[nschreuder]

We are using CDINI on ACD-number to a voicemail (Memovox)
It works fine.

Notice:
The message will also be played when the queue is full.

 

[whosrdaddy]

messages wont be played if there are no agents.
call will go DIRECTLY to the overflow position.

cheapest way to have it working is to make a group hunt as overflow with an analog extension (or digital, itype 0) and set welcome and queue message. make sure you record busy tone at the end of the message, this way people will hand up (there are always "die hards" out there that stay on the line no matter what, because after the message is played you'll get normal alerting tone...)

/Daddy

-----------------------------------------------------
What You See Is What You Get
Never underestimate tha powah of tha google!

 

[ttcentar]

OK NCCOI, but i don`t have voicemail equipment.
Can it be done in any other way?
We have very high traffic to ACD groups, even after work hours, so it would be nice to be able to play info message to several callers at the same time.
If I record a info message and put it as MOH, can i use this MOH only for ACD overflow or not?

 

[ttcentar]

to Daddy,
I tryed to set individual WELCOME for some analog extension,
but got confused between commands and procedure. Since I wasn`t able to get it working, I`ve decided to look for help.
Please point me into right direction, or write commands and example.
thanks

 

[Mpe]

Hi.

You set up a Group hunting number:
GHGRI:GRP=xxx,LIM=X,SERV=1000,TRAF=XX,SEL=XXXXXX,QUE=X;
Initiate the analouge/itype=0 in the group: GHGRI:GRP=XXX,DIR=XXX;

Initiate a welcome message on group: RAGAI:GRP=xxx,WELCOM=XX;

 

[ttcentar]

to Mpe,
what do you mean when you say "analogue/itype=0"?
I`ve found that itype=0 is app.link?

 

[nschreuder]

Or you could mix the tips from Daddy and MPE.
Create an internal group hunting group with only one analogue extension connected to an oldfashioned answeringmachine.

 

[ttcentar]

I`ve been thinking about simple answering machine on one analogue ext. but I also know that there must be some other solution.
Anyway, I`ll try GHGRI and WELCOM for that group, thanks

 

[ttcentar]

I would appreciate some more help,

I`ve tryed CDINI and GHGRI, but am unable to hear welcome message for the hunt group.
Here are some print commands of actual case:

<ACGMP:GRP=ALL;
ACD GROUP MEMBER DATA
GRP DIR PRI CLT
100 9594 1 (I) 5
9597 1 (I) 5
9908 1 (I) 0
9912 1 (I) 0
9928 1 (I) 0
9934 1 (I) 0
9942 2 (I) 5
9950 1 (I) 5
9954 1 (I) 5
9973 2 (I) 5
102 9938 1 5
9939 1 5
9940 2 (I) 10
9941 2 (I) 10
555 9565 1 (I) 5
9566 1 (I) 5
9567 1 (I) 5
9568 1 (I) 5
9569 1 (I) 5
9580 2 (I) 10
9581 2 (I) 10
9582 2 (I) 10
9583 2 (I) 10
9584 2 (I) 10
9585 2 (I) 10
9586 2 (I) 10
9587 2 (I) 10
9588 2 (I) 10
9589 2 (I) 10
9591 2 (I) 5
9593 2 (I) 5
9596 3 (I) 5
9599 3 (I) 5
9806 1 (I) 5
9807 1 (I) 5
9808 1 (I) 5
9809 1 (I) 5
9810 1 (I) 10
9855 2 (I) 5
9896 1 (I) 5
9905 3 (I) 5
9919 1 (I) 10
9920 3 (I) 5
9947 2 (I) 10
9958 2 (I) 5
9972 2 (I) 10
9981 1 (I) 5
9982 1 (I) 5
9984 1 (I) 5
9985 2 (I) 5
700 9781 1 5
9823 1 (I) 0
9851 1 (I) 5
9926 1 (I) 5
9927 1 (I) 5
777 9570 2 (I) 10
9571 2 (I) 10
9572 2 (I) 10
9573 2 (I) 10
9574 2 (I) 10
9590 1 (I) 5
9592 1 (I) 5
9595 2 (I) 5
9598 2 (I) 5
9673 2 (I) 5
9676 2 (I) 5
9681 2 (I) 5
9703 2 (I) 5
9712 2 (I) 5
9722 2 (I) 5
9731 2 (I) 5
9737 1 (I) 5
9738 1 (I) 5
9739 1 (I) 5
9789 2 (I) 5
9790 3 (I) 5
9793 3 (I) 5
9804 2 (I) 10
9856 2 (I) 10
9857 3 (I) 5
9898 3 (I) 5
9917 3 (I) 5
9946 3 (I) 10
9971 3 (I) 10
9974 1 (I) 5
9975 1 (I) 5
9976 1 (I) 5
9977 1 (I) 5
9978 1 (I) 5
9979 1 (I) 5
9983 1 (I) 5
780 9777 2 (I) 10
9778 2 (I) 5
9779 1 (I) 5
9780 1 5

END

<ACGCP:GRP=ALL;
ACD GROUP CALL DATA
GRP LIM SERV TRAF SEL QUE QIC CUST SAT ACTC
100 3 10200 15 11300 10050253001 NO 180
102 3 10100 15 10300 10010105001 NO 180
555 3 10200 15 01200 10240255001 NO 60
700 3 10100 15 10300 10010105001 NO 180
777 3 10200 15 11300 10340355001 NO 60
780 3 10100 15 10300 10010105001 NO 180

END

I`ve set GRP 9910 and added member 101 to that group
For group 9910 I`ve set WELCOM,CONT and QUEUE message.
Did CDINIIR=555,DIV=9910;
I want to overflow only when no available agents so I`ve set SEL for group 555 to "01200".

Anyway, in all traffic cases I don`t hear no message!
Please help

 

[nschreuder]

Have you set ragai; on group 9910?

Please provide us a ragap:grp=9910;

 

[nschreuder]

I have tested it but you will only hear a "welcome" when you have at least one member active in your hunting group.
And i understood that's not what you want.

 

[ttcentar]

I do have only one member in 9910 group, and it`s 101.
Hunting works OK, but all I hear is ringing signal.
I didn`t try actual overflow because still was working hours and I can`t logoff all agents. I presume that even internaly I can get WELCOM message if set.
Did RAGAI:GRP=9910,WELCOME=67,CONT=67,QUEUE=67;
67 is recorded welcome message that works for other ACD groups.
I can have all printouts that you need, but not until tomorow, so please tell me what to get.
thanks

 

[nschreuder]

When you log off member 101 out of group 9910, you will NOT get a "welcome" when you call 555 (or 9910), eventhough the overflow from 555 to 9910 works fine.

Your Welcome message will only work on a group with members who are logged on.

 

[ttcentar]

group 9910 is internal hunting group and it have only one member 101. I dont know how to logg on/off this member, so you`ve confused me totaly. I think that 101 is always logged in.

 

[nschreuder]

With a follow-me to its own number (* 21 * 101 #) you can exclude member 101 from receiving traffic from the group 9910. Now it's "logged off".
By pressing # 21 # you cancel the follow-me and your member is "logged on" again.

 

[ttcentar]

I`ve managed to setup acd overflow and welcom msg. for hunt group with itype=0. All is working OK, and I just wanted to thank you once again for your help!