Minuet ACD 1

[bradbopp]

We have Minute ACD on our norstar and I am trying to do the following;

During day mode normal operation which works just fine for now.

During night mode I want to transfer the calls to an outside line <another call center>. Can someone please advise the best way of doing this so it's automated.

-TIA

 

[mroberts]

It's not terribly elegant but you conceivably set Step 2 to transfer to a mailbox whose greeting simply says, please press 7 now to be transferred to an agent.... Outbound transfer externally to the other call center. MRoberts
mroberts@americaii.com

http://www.a1teletronics.com

 

[bradbopp]

In another thread they speak about using a backup station and than doing DN redirect to the outside line. How ever I have been unable to get the DN redirect to the outside line to work. What our the steps to redirect a DN to an outside line?

 

[Arr]

Also consider using the Telco line forwarding features. In our area there is a system called variable call forwarding. Primarily it is good because calls transfer at the Central Office and there is almost no forward delay or rings to transfer. It's quick.

PhM

 

[mroberts]

In the Night mode, the available routing commands are:

Step1: Nite announcement or No answer
Step2: Disconnect or Voicemail transfer

So you'd have to use a voicemail box and then transfer out from it.

MRoberts
mroberts@americaii.com

http://www.a1teletronics.com

 

[Arr]

Your KSU release software has to be a minimum of 4.1. Otherwise this won't work from a set. To transfer from a voice mail box, your Voice mail version has to be of a certain release too but I don't have that available.

MRoberts help here please. MR have you been on holiday recently?

PhM

 

[mroberts]

Yes, you have to have at least a NAM 2.0 to do outbound transfer.

Arr/ PhM
Nah, not on Holiday just have been working on my Norstar Classes. Got them all finished just in time for my first class then had to immediately update all of the course material for the 6.0 changes. Pain in the b*tt! Ah well, the things we do for our customers. ;-) MRoberts
mroberts@americaii.com

http://www.a1teletronics.com

 

[Arr]

MR.
Ack. Been there. Eccccch. Glad you're still on net.

PhM
(Arrrrrrrrrrr !)

 

[bradbopp]

I got a DN to forward after much hell. But the problem I am finding and I must be missing something. I can redirect aq External Call but not an internal call. So when I have it in night i have it set no answer transfer to say 1106 on that DN I setup DN Line Redirection and do F84 Intercom, 9P5551212,Line I setup on phone. Than I call the ACD when it's in night however the call seems to ring the extension so it's not redirecting it.

What am I missing?

 

[Arr]

Bradbopp,
I think you/we are getting line redirection confused with external call forward from either extention or mail box. But...
Could you post what your equipment suite and the software releases of Vmail and KSU? It would be a little easier to help for all reading here.

Cheers
PhM

 

[bradbopp]

Understood.

We have MICS 4.1x I'm remote and don't remember the exact version but it's over 4.1. We our using MINUET ACD and the sets our 7310.

I really don't care if it's CF CFNA or Line Redirection on the DN but I can not have the customer dial 7 for the out bound transfer. So either way what I am trying to get is a simple solution so when the system picks up at night the call redirects to a number outside. I can not use Telco CFB or CFNA becuase there is 14 lines assinged to this DID.

I am willing to look at any solution. Just can not have any customer involvement in the process.

 

[mroberts]

The problem is that your lines are being answered at Night by the Minuet. There is NO option to transfer to an extension out of the Night scenario.

What you might consider doing is setting up a Ringing service with ring group 002 and put a spare extension number in it. Then set it to automatically come on when the business closes. Set the Minuet to NO answer at night.

Then follow the below instructions to externally call forward that phone.

How To Externally Call Forward a Phone:
You must have at least 4.1 software to execute this feature.

Build a Route
Services – Show
Ringing Service – Next to
Routing Service – Show
Routes – Show
Show Route: 001 – Show
Dialout: No Numbr – Leave alone – Next
Use: ( ) – Change to Pool B (we’ll change it back to pool A after building the dest code.)
DN Type: Public

Build a Destination Code:
Routing Service – Show
Routes – Next
Dest Codes – Show
Show destcode: - Add
DstCode: (enter code) – OK
Normal: 000 – Change to route built – Show
AbsorbLength: ALL
Don’t have to worry about Night schedule etc.

Go back into the Route 001 and change Use: Pool B to Use: Pool A

Make sure the phone has Allow Redirect set to Yes and that you’ve allowed it access to the line pool you’re using.

Then simply walk up to the phone and press
Call Forward Button or Feature 4
Dial the destination code + phone number.

All calls that ring on the phone will be forwarded! All calls, including IC calls. So if you want one particular line to be forwarded but not others, simply program ONLY that line to appear & ring on the set.

MRoberts
mroberts@americaii.com

http://www.a1teletronics.com

 

[bradbopp]

I think I tried this but will again.

When I have the ACD in Night Mode I can choose a backup extension say I have ext 1106 choosen for the backup ext. I than do verify that if I have the system in Night Mode that 1106 does in fact ring. Given that should I not be able to simply tell 1106 to redirect it's calls to that outside number? That is what I was working on but got lost on the DN Redirection. Also if I do CF on that extension what happens if more than one call comes in?

I think the problem I am having on the Line Redirection on the DN is that there is no line apperance on the phone and I can't remeber how to add a line apperance to it.

 

[mroberts]

If that's the case then just use the external call forwarding. It is much easier and just give the phone a crude load of intercom buttons. Each call coming to that phone will come in on the IC buttons and will be forwarded out. Just keep in mind that for every call being forwarded, it's taking two lines for the duration of the call. MRoberts
mroberts@americaii.com

http://www.a1teletronics.com

 

[Arr]

Bradbopp,
Like MR says. She rules here. Give it another try. It is way easy to goof on the routing tables. The Nortel explanations in this area leave much to be desired.

Cheers
PhM

 

[bradbopp]

Okay than one stupid question just because I can't remember how and I am telling someone while I am remote. How do I add more intercoms to a extension.

 

[Arr]

Enter Config programming;
Terminals & Sets;
show
enter DN
show
Line Access
Show
Next 3 times
Intercomm key (soft key change)
Next once;
Release.

PhM

 

[mroberts]

Thanks PhM! I'm blushing. MRoberts
mroberts@americaii.com

http://www.a1teletronics.com

 

[Arr]

MR,
Like we say in Africa;
When the Foo -its, wear it.
Your knowlegable posts are always a delight to read.

PhM

 

[bradbopp]

Line access is not there. oh my this is getting wild.