MiCC IVR implementation

[AH64Armament]

I'm looking for guidance on implementing the MiCC IVR for:
Place in Queue
Expected wait time
Enter a callback number to have us call you back.
automatic survey after the call if the caller opts for it.

Everything I've seen shows this in too much detail of ALL of the options that you can do in the IVR. I only need those items.
I have 2 ACD paths and groups with 10 agents each. Each agent group handles their own path only.


The site wants this implemented in the next 3 weeks.

 

[Valamagules]

There is no easy way to implement this, to be honest.
Especially with Post Survey as MiCC does not come in inbuild with one.
You will require some form of SQL integration to allow reporting.
Also you looking to implement UPiQ as well as callback function.

3 weeks should be more than enough time to spin this up given your requirements, but whoever is building it should know what they are doing.

Clever men learns what Wise men shares!

 

[Billz66]

you will also need purchased IVR ports for Callback
i agree not too hard if you know what your doing -

If I never did anything I'd never done before , I'd never do anything.....

 

[AH64Armament]

I'm being told by sales engineering that they have the ports they need. They have 240 Messaging and routing ports. I'm also told that when we turn up the first IVR port, these ports get dropped into IVR.

As for the survey - I'm really not concerned with that as much as I am with setting up the IVR to begin with. I'm not sure how this interacts with the existing ACD paths/groups/users.

 

[Valamagules]

240 Standard ports comes standard with MiCC Business Base license and will only provide IVR routing functionality.
For functions like Callback, UPiQ, SQL dip, etc, you will need advanced ports.

Note, once you add 1 advance port, you will lose all 240 standard IVR ports.

Clever men learns what Wise men shares!

 

[Billz66]

I agree - your sales engineering dont know what they are talking about

240 ports means NO advanced IVR
and you should probably buy at least 5 ports if you go for licensed.


If I never did anything I'd never done before , I'd never do anything.....

 

[AH64Armament]

This has been a SNAFU from the word go.
MITEL SALES ENGINEERING is the folks that I've been working with on this project and they seem to have gotten it wrong again.
I was advised to order the IVR STARTER pack - List price is $7000 with GSA at $4200. The customer has freaked over that.
We got the PO and ordered it. I attempted to apply it and it wouldn't take... said that there's already another starter pack and this can't be applied.

I've called Sales support again and waiting on the callback.
It looks like we might need part 54006863 = "CC Mess&Rout to IVR Port Upgrade" List price: 590.00 USD.. but how many is the key question.

This is a small department with 2 ACD paths and 10 agents each. They have about 170 calls per day in their current system.

 

[Valamagules]

The number of ports depends on the activity on your Callflow design and the expected overall amount of calls at any particular time.
When I say activity, what I meant is, Callbacks, UPiQ, IVR, RAD etc where a port is being used.
Callbacks ports will require their own sets of ports and so does UPiQ and IVR or RAD for that matter.

As for the expected number of simultaneous calls, a key question is, is the IVR simply a touch & go where the ports get releases to idle quicker, or will the port hold on to the calls for a few seconds because of a MLAA for example which in turn the port will remain engaged for longer.

I hope that helps.



Clever men learns what Wise men shares!

 

[Billz66]

i would suggest that you go for a minimum of 5 ports
1 outbound to establish callbacks
1 UPiq to announce position in Q
3 messaging

be aware that a messaging port will be used for the length of any announcements (menu's prompts etc)
- always wise to limit their length

also keep the workflow to a small size and use subroutines to break apart the call flows into small sections


If I never did anything I'd never done before , I'd never do anything.....