Mitel Recorder Announcement Configuration Issue

[bdaphoneguy]

Can anyone help with an issue I am having with adding a Recording to a Mitel 3300ICP. Basically I have existing Path numbers that are associated with Direct Inward Dial digits i.e. 299-1000 rings to internal Path #1000. I want to add an announcement prior to the caller being presented to the Agents informing them that their "call is being recorded for quality assurance".
In the past I have used "Recording' ACD Path's with "remain open" Agent Groups assigned, and the recording provided by a RAD in the Path. Once the RAD has played, the Interflow timer sent the calls to the real ACD Path with the live Agents via Interflow Answer Points.
My issue is at this site; the Direct Inward Dial numbers match the existing ACD Path's.
Any ideas...
.

 

[Lundah]

Been a while since I had to do this, but I think you have to send the call through another path first to play the call recording announcement, then send those calls to the path where the agents are. So I think for this to work you're going to have to add new paths for the manned agent groups then reconfigure the existing paths that match the DID's to just play the recording then send the calls to the 2nd path.

 

[jpruder]

Version of software would be nice, I assume that all digits aren't being delivered to the pbx. You could create speed calls for all DID's such that inserted digits plus received routes to the desired destination. Also maybe DID routing table could be used.

 

[kwbMitel]

I have a solution that might work for you but you will have to test one specific thing as I ran into an issue at one point but the SW version where that issue existed escapes me.

I am confident that the issue does not exist at MCD version 6.0 (and probably above)

[ul]
[li]You will need a phantom agent group that allows queuing without agents logged in.[/li]
[li]Make the phantom group the primary group for your queue[/li]
[li]Make the first recording your Advisement message[/li]
[li]Set your regular agent group as your overflow group[/li]
[li]Set the overflow timer to match the end time of your advisement message[/li]
[li]Turn off predictive overflow[/li]
[li]voila[/li]
[/ul]

Test the following
[ul]
[li]Have 1 agent logged in but busy[/li]
[li]have a call queue the point that the call has overflowed[/li]
[li]let the agent go idle[/li]
[li]I have seen the call get stuck against the Phantom group and never overflow under these conditions[/li]
[/ul][ul]
[/ul]


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What's most important is that you realise ... There is no spoon.

 

[jpruder]

I think that was his plan. His issue as I see it is the path that exists is the same as the DID number and how to reroute that to a phantom path.

 

[kwbMitel]

@Jpruder - No need for a second path - read again

Overflow - NOT interflow
**********************************************
What's most important is that you realise ... There is no spoon.

 

[Billz66]

I agree with KWB

ist agent group has no members and allows the call to queue long enough to hear the message before 2nd agent group( with agents) is offered the call

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

 

[bdaphoneguy]

Thanks for all the response. Summarizing; as at other sites I have done this, two ACD Path's with Interflow has worked well but only where the incoming DID did NOT match the Path.
kwbMitel; I will try your idea with adding a Phantom Agent group as the idea sounds promising. I will update my findings as I'm sure this is a common issue and techs don't want to reconfigure their existing Paths if CCM/Reporting is involved.

 

[jpruder]

Didn't read closer enough, overflow, my bad. Still see this as an inbound DID routing issue. I don't know if they have Prairiefyre, but either this path will be changed and a new true created or changing the inbound DID functionality will be required.

 

[kwbMitel]

@Jpruder

path Does not change - no routing issue
Path Does not change - no reporting issue

In fact, at the site I implemented this, it was imperative that the entire duration of the call be reported simply and easily. Terminating to 1 queue and interflowing to another does not achieve this result.



**********************************************
What's most important is that you realise ... There is no spoon.

 

[jpruder]

I see what you are saying. Guess I need better glasses. Enters path, hits fake group with message and overflows to real agents after. Nice work around