MOH and ACD 1

[killbox]

I set up a plain ACD on a Definity. No skills, vectors or announcements involved.

When all agents are logged and on calls, the caller goes to que. But the callers hear ringing. They want the callers to hear the music on hold instead.

How do I change this or set this up??

Thanks,

Killbox

 

[assistu]

I think the only way they will hear music instead of ringing is if you have announcements. I'm sure you know this already, but on a basic ACD you can have one initial announcement and one reoccuring announcement. In between, I do believe they hear MOH.

 

[killbox]

So, could I add 1 initial announcement, and not record anything??

Is this the only way??

 

[jordy5535]

You would have to use a VDN and call vectoring

 

[killbox]

Well, I have a vdn set up which is the last for digits of the DID that comes in.

I have a vector the says just route to "Hunt group extension number" and coverage yes if unconditional, then stop.

What should I add to this for the MOH???

Thanks so much for the help.

Killbox

 

[assistu]

Well, if you are using vectoring, you can still queue the call via the vector. You would create a simple step like..

queue-to split XX priority l
wait 60 minutes hearing music

I'd actually put something in front of the queue-to step. Otherwise, the caller will just immediately get MOH. You would even put a "wait 10 seconds hearing ringing" That way, the caller will at least know they've gotten somewhere. But, an announcement would be even better.

 

[killbox]

Well, they have a custom MOH that will say something.

Should I set up announcement 1?? So my vector should be????

1. route to "Hunt group extension number" and coverage yes if unconditional

2. queue-to split XX priority l
wait 60 minutes hearing music

3. stop


Thanks,

Killbox

 

[assistu]

No, leave out the "route-to hunt group" Then the call will leave the vector. The queue-to step is what gives the call to an agent. And if you are going to have special MOH then don't worry about any annoucements.

 

[kristiandg]

Remove the "route to" step, as once the call goes there, its gone.

Start with "Wait 2 seconds hearing ringback"
Next step: "Queue To".
Next step would be an announcement step. (highly recommended)
Next step: "Wait x minutes hearing music".

You decide how many minutes you want music to play if the queue never becomes available. However, after this step you may want to create a provision in case they rot in queue too long. For example, you could make the music step 4 minutes. After that, next step would be ROUTE TO, say, an operator for more personalized handling. You never want to have a call potentially rot forever. The PBX will automatically drop the call after 8 hours, but thats not the point. From a customer service standpoint, you want to make sure you think of every possiblity before implimentation. If all the agents walk away from their desks, what happens? Does the system put them in ACW automatically? If so, what does the queue do.

I highly recommend the initial announcement, as it gives the caller "closer" (if you will) as to why they went from ring to music.

Here's what I'd do. Lets also pretent we're dealing with Skill #9

1: Wait 2 seconds hearing ringback (thats 1 ring).
2: Goto Step 5 if Staffed-Agents skill 9 is > 0 (lets make sure someone's there first).
3: Route to xxxx (whatever an attendant for voicemail number is for that group).
4: stop
5: Queue to skill 9 Pri M
6: Play Announcement xxxxx
7: Wait 60 seconds hearing music.
8: Play Announcement xxxx (a follow up "all reps still busy")
9: Wait 90 seconds hearing music.
10: Play Announcement xxxx (that same follow up).
11: Wait 90 seconds hearing music.
12: route to xxxxx (wherever your backup is).
13: stop.

 

[PhoneGuyNJ]

OR at the end, on step 12, just do "goto step 10 unconditional" and your call will stay in queue until answered.

 

[killbox]

Thanks so much! This is great.

My only questions are that we're using a skill? So in my ACD hunt group on page 2, I have to say yes for a skill? Then just put in any skill number to use? Or just write this vector.

I like the announcement too. I'm going to use an initial annoucement. Everytime I dial it to record it, I keep getting a busy? I have to look into this too.

Thanks,

Killbox

 

[kristiandg]

I left that loop out intentionally. I personally don't believe any call should be allowed to loop in a vector for the maximum 8 hours.

Remember, earlier I said you want to think of every possibility before implimentation. What could possibly go wrong on the human side to make that loop last forever (practically)? The most obvious one would be that all agents log out while the call is in queue. Granted, you could put a verification step in there by continuing to do a check for Staffed greater than 0. But, in my experience its always been bad practice to to a loop unconditionally where customer calls are concerned.

Just my 2 cents.

Hope this helps...

Kris G.

 

[killbox]

I agree with the loop. But now to set all this up,
my questions are that we're using a skill right? So in my ACD hunt group on page 2, I have to say yes for a skill? And yes for vector on the 1st page. Then just put in the skill number (HG number)?

I like the announcement too. I'm going to use an initial annoucement. Everytime I dial it to record it, I keep getting a busy? I have to look into this too. I can't seem to record it??


Thanks,

Killbox

 

[killbox]

Also, what's telling it to send calls to the ACD?? Step 2 tells it to go to stop 5 if skill is 0. What makes it ring the agents if they are available??

Thanks,

Killbox

 

[killbox]

kristiandg,

IT's not working??

I made the ACD to be controlled by a vector. I tried putting Yes on skill on page 2 of the ACD, but the agents can't log in anymore??

We're still only hearing ringback. No music!

Thansk,

Killbox

 

[mikeydidit]

You turn vector control to "y" and not the Skill. Skill will not let you add the agents.

"Wise men speak because they have something to say; Fools because they have to say something."
(Plato)

 

[kristiandg]

In step 5 it says to queue the call to that skill. Step two points it to step five if your manned agents is greater-than zero. So, if someone is logged in, go to step 5. Step five queues the call against the skill waiting for an available agent.

If you typed it in the way it is above, it should work.

If you do a Display Errors (and pick VECTOR on top of that form for the "error type") it will display all problems in vectors. Hopefully that will indicate what the PBX is thinking and why its not working.

Hope this helps...

Kris G.