Mitel IVR and ACD. 1

[ehfrancisco]

I have a Mitel 3300 PBX that I am trying to find an inexpensive IVR solution for. What I'm trying to do is eliminate robo-calls into my call center. I want to require callers to have to press a number before they are passed to my ACD group. I have been able to accomplish this (sort of) using a voicemail box off my AVST voicemail system. The mail box does a blind transfer to an extension or an outside number depending on which number is pressed. The problem is I don't know how to place the voicemail box in the ACD path before the agents only after. Does anyone know if this can be done? If not is there some solution out there that will accomplish what I want to do?

Thanks

 

[Billz66]

why not create a new acd path
skill group for it set to q with no agents
, put a rad on it and an interflow dialling list with a selection that goes to the real acd path
set an interflow to a non existant number to hangup any calls that dont make a selection

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

and due to an endless stream of MiCollab , MiCC issues
Life would be simpler If only they tested products properly before releasing them .....

 

[ehfrancisco]

I've not setup interflow dialing before but I don't see why that would not work. I had a similar idea of using an empty ACD group to pass the call to the voicemail box but this would eliminate the voicemail system altogether. I'll give this a try and let you know how it pans out.

Thanks

 

[ehfrancisco]

I've not setup interflow dialing before but I don't see why that would not work. I had a similar idea of using an empty ACD group to pass the call to the voicemail box but this would eliminate the voicemail system altogether. I'll give this a try and let you know how it pans out.

Thanks

 

[ehfrancisco]

I tried this. There needs to be an agent logged in for this to work and it only works once. After the agent does not answer the first call the agent is logged out and the ACD group goes offline.

 

[jpruder]

Are you sure you set it up right, queue with no agents logged in?

 

[Billz66]

create a new skill group for it and make sure that the skill group is set to Queue with No agents ,
then use this skill group for the ACD path with the rad and interflow dialling list

on the rad record the message to press X to reach the Queue

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

and due to an endless stream of MiCollab , MiCC issues
Life would be simpler If only they tested products properly before releasing them .....

 

[kwbMitel]

@ ehfrancisco

This will definitely work, if it is not working then read Billz66's instructions again.

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