Norstar MICS 6.0/ Prelude ACD 3.6 - HELP!

[dcxman]

Well here we are. I am a total beginner at this no lies. I have the daunting task of trying to add another hunt group or tree to our support lines. Currently if you call in we have a support group for product A. Now I need to add an option and group for product b.

For example you call in and you press 1 for product a support, or press 2 for product b support. Product A has 5 members which are currently active. Product b needs to have 3 members added.

Im sorry if this is confusing. My vendor will not support me as they say the system is to old and they dont have anyone with the know how. Any help greatly appreciated!

 

[dcxman]

Ok have some more data to add...

We have 4 digit extensions that we use... ex. 3927. There is a button to forward calls to the support queue for product a which says group 7300. They also have a general mailbox that rings to extension 3956. As its about to enter the VM greeting the set shows "3956>7270"...any clues?

 

[dcxman]

Ok so here we go...

I got into the ACD console which runs on OS/2? Anyhow I had group 1 which was 7300. It had a copy feature so I went to Configuration then group, then hit copy, when it asks from group? Type in 01. That will only copy the settings for that screen. Now instead of 7300 you want this one to be 7301. Taking a wild guess there.

Then below you have 3 buttons routing, agent, overflow. I copied exactly what was on the routing for group 1 to group 2. You could change the vmail ext to something different but since the purpose called for a general mbox I left it the same which was 3956.

For agents I got the list of active extension the new agents are using and I had to first save the configuration on group 2. Then back in the configuration menu go to agent. Set up each agent which is fairly simple. Then go back to the configuration menu, back to the group config, select your group 2. Now go to agent selection... and hit F2 to select from the list of agents the ones you have just entered. Now that that is done you have successfully built the group on the Prelude ACD.

 

[dcxman]

Now to figure out how to make it work when folks dial in...

 

[mayfurd]

With Prelude and/or Cinphony software, you can build as much stuff as you like, but it will not work until you click on "Activate Changes"

Not trying to offer a dumb suggestion, but it sounds like you have built your second group.

Did you go into (F983)your auto-att CCR tree and assign path 2 to transfer to group 7301?

All I can think of to help.