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

 

[Arr]

Bradbopp,
You need to be in the installer or config side of programming.
F** 266344 266344

PhM

 

[bradbopp]

am i doing this in **config or **setup?

 

[bradbopp]

haha my guy was entering f**266344 with admin as password.

 

[Arr]

Bradbopp,
To set up call forward for an extention, you program the MICS not the voice mail. Where MR has directed you to change the ACD, you do that with Voice Mail or the Minuet programming. Remember you have two completely seperate systems that talk to each other.

F**set
will also work for you.

PhM

 

[bradbopp]

Okay we got the call forwarding working. I have assinged 5 IC's to it which is the amount of incoming lines in pool b or the Call Center line set.

We do the F4 3,555-1212 and it forward like a champ.

But when i got in to minute and tell it that 1106 is the backup station and than set no answer on night routing I get the following messasge &quot;The person you our calling is not avaliable&quot; or something like that. So we our almost there. How do I get them darn calls to that extension at night so there forwarded?

 

[Arr]

Bradbopp,
Do you have a Minuet manual?

PhM

 

[bradbopp]

Yes and it says to transfer to an extension at night put that extension in as the backup extension and tell it not to answer. Than it is suppose to transfer the incoming call to that extension. Will it does not matter what extension I put in as the backup extension it never transfers to that extension.

Allways says &quot;The person you are trying to call is not avalable&quot; and than hangs up.

 

[Arr]

Bradbopp,
So to move the call from outside to outside after hours:

1. program night service in your KSU to have all the lines that your Minuet answers ring at an extension (you can use the Minuet back up ext);
2. program no-answer-call-forward-external from that set to the target number;
3. Turn off Minuet so that it is no longer working; and
4. calls that ring on the CFNA external set are now being triggered by the ring pattern and not Minuet.

The idea here is you are not using your voice mail unit for night redirection.
Cheers
PhM

 

[bradbopp]

This would work but I still would like to know why the Backup Extension fuction of the Minuet is not working.

Also if I do it this way I loose some accountablity as for reporting and such do I not? With Minuet I can pull reports on calls at night to verify amount recived transfered and handled match or lenghth of time on the phone.


If I do it with in the KSU/NAM won't I loose some if not all of that reporting features? I'm not one my self but I have bean counters I have to report too if you know what I mean.

 

[Arr]

Bradbopp,
Yes you would lose ACD log info. Obviously. Minuet is not able to transfer a call to an extension without first putting a call through the steps. Have you got both groups programmed? One solution is to add an SMDR and log handled calls that way. Another may be to change your ACD program. I don't know if another program would have the features you required but it would not be cheap. Wouldn't your night forward point carry the logging on?
The back up DN is there to provide logic information so the coresident Minuet overlay can work properly. It also provides line access in the event the NAM or Minuet stops working. Your installer might otherwise be tempted not to have a non Voice Mail access point for incomming calls so they wouldn't get handled at all until a tech arrived on scene. Just protection.

PhM

 

[mroberts]

This section instructs you on creating the ringing group, assigning the night service to auto control.

1. Feature * * 266344
2. Password: 266344
3. Terminals & Sets
4. Select NEXT to SERVICES, show, RINGING SERVICES, show RINGING GROUP, show.
Enter 001 for the Ringing Group. Press SHOW.
At the SHOW SET prompt select SCAN. Extension 221 is, by default, assigned to every ringing group. UNASSIGN it.

Then press FIND. At the SHOW SET prompt enter the first station port of the voicemail. Do not assign any other ports, just the first port. This can be found by entering FEATURE 985 which displays the first voicemail port.

5. Go back to RINGING GROUP and NEXT to SCHEDULE: NIGHT and select SHOW.

6. Service should be set to Auto (the default is OFF). Then press NEXT to TRUNK ANSWER make sure it is set to YES.
MRoberts
mroberts@americaii.com

http://www.a1teletronics.com