Park and Page for overflow on BCM50 questions 1

[Computron84]

Hello Everyone. I'm our company's sysadmin and I am now responsible for our BCM50. I am technically savvy but phone systems are not my strength, and I have to find a solution ASAP.

We currently have our CCR tree set up to ring hunt groups (Sales, Customer Service, etc), and we are getting busier, so we need a better overflow option. Going to Voicemail is not ideal for our business, so we were looking at overflowing the calls to the park and page feature. What I am currently struggling with is:

1. How would/can these departments be notified of calls waiting on call park? In my research, I read about alarms going off and ONE-OH-ONE blaring over PA with this feature, as well as elaborate digital displays. We want something simple and unobtrusive for our small office, ideally something right on our T3716 handsets.
2. Is this even possible to set up (overflow to park and page)?
3. Are there better options for keeping customers on the line without dumping them to voicemail or to the main menu?

I greatly appreciate any input on the above questions.

 

[hawks]

Not sure you can do that with Park And Page from AA. What it sounds like you really want is an ACD set up. This way the call will stay in que until someone becomes avalible to take the call. while in que you can have it play music or a message for the caller. Then if you need to after a certain amount of time you could send it to another group or to a mailbox.

 

[Computron84]

Thanks hawks. Yes, you described it perfectly. In my reading I did come across ICC/ACD, but since it costs $$$ and seemed like overkill, I continued my search for a (free) solution or workaround. I'm still hopeful there is a way.

 

[curlycord]

True Call Center sounds like what you need to at least put clients on hold with music.
You can also overflow HG's to other HG's.

But for park and Page yes you can.
-Create a mailbox the same DN as your HG
-Select the Page Type and Zone # to page
-Overflow the mailbox to Callpilots DN
-In your HG's mailbox greeting mention for callers to press 6 or leave a message after the tone.

If you end up adding another HG or 2 and overflowing to them then do my above setup for the last HG.

Since you created a HG mailbox you need to check for messages or at least setup Off Prem Notify Internal to the head of the groups DN.


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[curlycord]

I should add that when testing you made need to wait as sometimes it takes 5 minutes or so for the BCM and Callpilot to sync since they are different software's on the hard drive.


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[curlycord]

And...

You can also Off Prem the mailbox to itself (the HG DN) this will ring all HG members and first one to answer can check the message.
While testing it take a few minutes to call out.....possibly what ever COS setting the intervals minutes are at.

If you do not want calls to go to voice mail then set the mailbox greeting to Alternate and check the Take No Messages option.


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We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

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[Computron84]

Thank you very much curlycord (love your username).

I'm having a little trouble understanding your instructions, but thats not your fault. I have limited experience with this system, but I am learning. I will do some reading to see if I can understand what you're suggesting a little better.

I think we currently have HGs overflowing to HGs, but if I understand you correctly, you're suggesting setting up a voice mail box that customers will reach first that can be interrupted (press 6) to ring the actual department phones.

Am I way off?

 

[curlycord]

HG01 rings, overflows to HG02, then caller gets the mailbox where you can have them leave a message or mention to press 6 to be paged if urgent as an example.

In that scenario the mailbox is attached to HG02


-Create a mailbox the same DN as your HG ie.e HG02 is DN 464 then create mailbox 464 <----Do in Callpilot programming under Mailbox Admin . ADD mailbox
-Select the Page Type and Zone # to page <----Do on same page where you are creating the mailbox
-Overflow the mailbox to Callpilots DN <----Do in Element Manager under Hungroups, Feature 985 to see Callpilots DN

Calls park to 101, if its busy it will go to 102 and so on.
No matter where you are you Intercom 101 or 102 etc to retrieve the call.





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We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

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[Computron84]

Thanks so much for the clarification and for your patience. I think I follow you now. The only part I'm hung up on is how the calls would get parked in that scenario.

While trying to work through this, I got some input from our management. They said they would like:

Customers not to be stuck in an endless ringing loop. Hold music is preferred.
Customers not be be transferred to VM automatically, but to give the customers the option to leave a message. Simply dumping all overflow to VM apparently causes them to hang up and call back annoyed.
A simple way to be notified of the above messages.

 

[curlycord]

If you want musice then you need Call Center wich is for agents whom need to log in and out every time they step away from their desk.....key codes and setup required (by a tech!)

Other wise cut down the rings times on the HG's, set the Queue timeouts to 15.
Then as I said give the client the option to press 6 to continue for live assistance or leave a message after the tone.




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We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

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