Partner as an ACD 1

[chevyman1]

I have a client that is having trouble keeping track of incoming calls. They have three call takers that get a lot of incoming calls on their six incoming trunks. Is their a way to convert their Partner over to an Automatic Call Distribution system? Or can any one suggest a solution to keeping track of incoming calls by the three call takers. I have suggested that they keep a pencil and paper handy to jot down which calls are theirs and which calls belong to the other two call takers. In the key configuration only Extension 10 is considered the call taker, correct?

Thank you,

 

[TouchToneTommy]

Are they having trouble on the initial incoming call?

Think about adding an ASA/DXD card, and setting the mode to Ring. Calls will be answered after X number of rings, the caller will hear a shot message ("Your call is important - please hold on - it will be handled in the order it was received"), and then hold music (if provided). The call takers will simply hear the call still ringing. When you finish one call, hang up, and your phone will ring with the next call.

 

[chevyman1]

what does ASA/DXD card mean. I know their are settings for ASA and for DXD. Does it require a seperate card?

 

[TouchToneTommy]

ASA is Automatic System Answer, which is the feature I am recommending you try. You record a short (10 second) message, and it will answer and play after a programmed number of rings. Your options after playing the message are put the call on hold at Ext. 10 (and only Ext. 10 knows that the call is holding and unanswered, and will probably forget about it), disconnect the call (how rude!), or continue ringing at any extension programmed for ring on that line, as if the call was still coming in.

DXD is Direct eXtension Dial, which answers with a 20 second message, and allows the caller to enter and transfer to an extension number. Sort of a cheap auto attendant, with not many options.

Both features come on a PC card that you install in the ACS. If you try to program the features, or record the messages without the card, you will get an error message on the LCD display of Ext. 10

 

[chevyman1]

I failed to mention. This is an older Partner Plus R4. They have and are using Direct Extension Dial and Automatic System Answer for five other trunks.

Back to my orginal question can Partner in any revision be converted our work with ACD?

Thank you

 

[mforrence]

Partner is not an ACD in the classic sense. If you can expand on the trouble, we may be able to offer a solution. In both Key and Pool modes, any phone can be programmed to ring (if that's what you mean by "call taker")
Mike

 

[phonesaz]

I have set up a partner once as a calling group, using a third-party voice mail. The auto attendant gave them choices; one was to set an appt. This choice transferred to a calling group of three phones, and they all ring simultaneously if incoming callers choose that option. If all three of them are busy (which happens all the time) the voice mail picks it up, plays a greeting saying they are all busy, and gives them a choice of leaving a message or going back into the "queue". It works, but barely. There is no indication of call volume and the only way someone can busy themselves out of the group is by using a DND button, and once they figured that out, it became a never-ending battle to get them to not use it. I also put a strobe light as an extension in the calling group and put it where the manager could see it, so as long as the light is flashing she knows there are calls waiting in queue.

I think the reason I had to use a third-party voice mail was so I could give the actual calling group extension (I believe it was 71) a mailbox, which allowed incoming callers to move in and out of the group and opt out to leave messages. Again, not the best ACD but we made it work for about $3500, as opposed to $10000 to do properly with a Magix upgrade. The good news is that when they are ready to do the upgrade the new VM will move with it.

If this route has any appeal to you, I can dig out my programming notes; I did it a couple of years ago (so I suppose the fact that they are still using it means it must work somewhat.) It differs from the ASA/DXD options in that there is somewhat more integration between the ASA/DXD handoff of the call and the voice mail, since all functions are done via the voice mail.