MICS Hunt Groups

[fromill]

I am trying to program a hung group in a MICS to handle operator calls that come in thru a StarTalk NAM. I have set the busy line setting to queue but the call continues to ring even when the hunt group is all busy. Shouldnt this call go into a queue until it times out or until a line frees up?

Anyone with experience with the Minuet ACD that is included with the NAM?

Thanks.

 

[lowradiation]

The hunt group queue on a Norstar sends ringing tones to the caller, personally I would rather it be on hold tones or on hold music. - hopefully they'll have it on a future software release.

 

[norstargirl]

The Minuet ACD is very easy to install and program - it will work better for you than the Hunt groups. - Hunt groups also will not follow the forwarding under capabilities. - If you need help setting up Minuet just let me know. Hope this helps

norstargirl M.Parnell
(norstargirl)

 

[fromill]

Seems calls ring on the Hunt Group until they reach the Transfer Call Back setting and then hang up or go to voice mail. Am I missing something? I want the call to ring until someone is available to answer it.

You are right, the ACD would probably work better but I have never set one up. I am looking at the book but it looks confusing. Any help would be appreciated as I need to get this running before next Wednesday.
Thanks.

 

[norstargirl]

D0 you want the Auto Attendant to answer the call or do you want the ACD to answer the calls

if you want the AA to answer you will just set up the paths through CCR to tell them what to press

then you will need to set up the routing table usually delay answer is set to zero

announcement 001
the Distribute for how every many seconds as you want
announcement 002
then distribute for how many seconds then
Go to step 4 then it will just repeat it self

You will need to set up a back up dn before you can get into any of the programming. You know just give me a call and I can help walk you through - 866-985-7031 you will be put into our acd but just hold the line. thanks
Norstargirl M.Parnell
(norstargirl)

 

[fromill]

I got to page 100 in the book and run into a snag. F909 to record an announcement gives me inactive feature.

F921 routing, ACD inactive.

F901 log in, inactive.

What did I not get turned on? Also, Cintech mentioned F915 setting the ports min/max to 2/2? The book says to update the configuration on exit, the only way I see to exit is press the release key and it doesnt say anything about save config.
As you can see I have several questions. Thanks for your help.

 

[norstargirl]

have you set up a back up dn with out this ACD will not work.

Just set up a phone on an extension you will never use

Also do a Feature ** XFtest
Password 266344 and make sure the feature codes are active

Also has the software been loaded onto your voice mail?
Norstargirl M.Parnell
(norstargirl)

 

[fromill]

I restarted (unplugged) the NAM and they started working. I had already set up a back up phone.
The problem now is when I enter F909 and 1 to record the announcements the display says terminated.
Also, is there a way around the auto logout? I only want to have 1 station in the ACD and they may walk away from their desk (longer that 3 rings) and I don't want them logged out.

I used XFR DN 3401 and the default log in 9999. When I log in and dial 3401 it rings in the receiver but not on the phone that I just logged into.
Thank you

 

[norstargirl]

If you walk away from your phone you need to go unavailable its logging you out because a call has come through and being it was not answered the system will automatically log you out.

If your getting Terminated when you use feature 909 you may need to reboot the voicemail also log in under the Feature 915 pswd access2 then press admin press next until you see voice and fax press show press show again then press next you will then see ACD Voice press show and press show again check your min channels and make sure you have channels set up for the acd. once you make this change then reboot your system

Norstargirl M.Parnell
(norstargirl)

 

[fromill]

The min/max for the ACD show 0/4, and for NVmail 6/8, when I change the 0 to 1 or more and check it again, it shows 0. Why does it not stay?

 

[norstargirl]

when you changed the min to 1 on the acd did you change the vm to 5 try that and do the reboot so it will take the change M.Parnell
(norstargirl)

 

[fromill]

I was not re-booting the NAM. That fixed the problem on the min/max. Another problem was the back up station I was using was not a valid DN.
I have the ACD working now, unfortunately the auto log out killed the whole thing. I wanted to use the ACD for the operator station and only have one agent. Sometimes it takes her longer than 3 rings to answer the phone and that will log her out. I will just use the hunt group feature instead.
Thanks for all the help.