Option 11 ACD queue needs customer break out

[EricTerstegen]

So, I am pretty new to Nortel but do have a little practical experience. I do a lot of normal day to day phone stuff and every once in a while I mess with a route or ACD queue, but have a question that has stumped me that I cannot find here (this forum is awesome).

Basically it is this: I have a new ACD queue configured with RAN routes that all works pretty well. However, I was asked if we could have the option to allow a caller who is stuck waiting in line to break out by pressing a button and leaving a voicemail. I saw mention of customer call routing and IVR and whatnot in the documents but could not find any more specifics about how to use these or if they are even available.

This is on an Option 11 system and the RAN is using a MIRANII.

It sounds like I have to use Symposium or some external system but we do not have the $$ for that on this project.

The other option I see possible is somehow routing to voicemail for the option and then routing back to the queue but I cannot see a way to do that without the caller losing their place in line.

Ideas?

 

[bigindian65]

You could time overflow it with w/o sym, or ifdn

Mato' Was'aka

 

[tnphoneman]

You will need symposium otherwise that person will lose their place in line should they decide to stay on hold and wait. Once you overflow they have lost their place in queue

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[EricTerstegen]

So, I still don't understand what CCR and IVR is in the system... Can anyone explain? Reading the ACD document it states that "IVR capability can also be provided while a call is in an ACD queue". It also states that Meridian Mail can be used. We have CallPilot at this location... So can I turn on CCR and IVR and run an app in callpilot to get user input and still have the user keep their place in the queue?

Thanks

 

[tnphoneman]

Those have to do with symposium and give IVR treatment.

CCR= cumsomer/custom controlled routing

Signature===========================================
Artificial Intelligence Is No Match for Natural Stupidity.

The latest survey shows that 3 out of 4 people make up 75% of the population.

The original point and click interface was a Smith & Wesson.

Red meat is not bad for you, it is the green fuzzy meat that is bad.