Mitel 3300 MXe II 6.0 customer wants queue hold announcement without ACD?

[Crowtalks]

I have a Mitel 300 6.0 customer that wants callers to hear some sort of queue time announcement. I may be dreaming but I was thinking that Mitel had something similar to ACD that would achieve this without forcing the users to log in...

Jim

"If I had known it would turn out like this, I would have become a locksmith" Albert Einstein

NCSS NCTS NCTE CS1000E Avaya IP Office
Mitel 3300 Basic & Advanced 5000 NuPoint I&M MiCloud

 

[sarond]

You can use a hunt group to play a greeting as long as you don't want to dial out of the announcement.

Failing that you can use an ACD Path without having agents, you just need to create a dummy agent group an set 1st greeting to play after 1sec. Be aware that phones will stop ringing while the greetings are being played. It is a bit fiddly with ACD as you have to record your greeting and then set the interflow timers to match.

E.g. ring group --> ACD Path --> Interflow to ring group et...

 

[Crowtalks]

OK, that is good info. I have built ACD heaps of times on Avaya, Nortel, etc, but I'll explore the dummy ACD path, that may do it...will that allow EWT RAC to play without real agents?

Jim

"If I had known it would turn out like this, I would have become a locksmith" Albert Einstein

NCSS NCTS NCTE CS1000E Avaya IP Office
Mitel 3300 Basic & Advanced 5000 NuPoint I&M MiCloud

 

[bobcheese]

Estimated Wait Time cannot be done natively within the Mitel. Additional application is required. Used to be called IQ....The new name escapes me at the moment.

 

[Crowtalks]

Ooh...good info to have...I'll check further, thanks bob

"If I had known it would turn out like this, I would have become a locksmith" Albert Einstein

NCSS NCTS NCTE CS1000E Avaya IP Office
Mitel 3300 Basic & Advanced 5000 NuPoint I&M MiCloud

 

[Billz66]

You now need visual workflow manager for Est wait time etc

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

 

[bobcheese]

Thats the one.....Intelligent Queue, now visual workflow manager......im sure Mitel just employ people to come up with random names.

 

[LoopyLou]

Right as of CCM 6 they no longer have a separate IQ product. Its part of the CCM now. That is the only way of getting a message to the callers on queue time.

You can't duct tape stupid.