QCC and Auto Attendant

[FoneDude66]

I have a customer(Legend, 7.0 with Merlin Messaging,2.5) that had been in QCC-mode for quite sometime, and they are very phone intensive during certain parts of the day. They decided to go to DLC mode so that they were able to use a daytime delayed Auto Attendant. However, after a few days of DLC, they are having problems with the call flow.(ie: when they are receiving many calls at once, the DLC is confusing them because they don't know which calls are on hold, which ones are still in transfer mode, which calls are ringing inbound, etc.) The calls are coming in on a regular T-1, but they are able to do DNIS because of their router, so right now the calls are coming in as 410, which is also their Operator's extension number. I have an AA mailbox of 410 with a 5 ring cover-delay. I am not very versed with the QCC mode and I have no idea how to set up a delayed day Auto Attendant with QCC, or if it is even a possibility. I am strongly hoping that someone has a solid answer for me, because I can't seem to get the info from anyone on this. I read the manual(HA!) and then when THAT is not much help, I call my tech-support and they read to me, verbatim, from the same manual. I'm at a real loss here and would really appreciate someone's expertise on this. Thanks in advance.
Signed,

FRUSTRATED IN FONE-LAND!

 

[jinxs]

If you figure it out, let me know as well. I tried all kinds of configs. The only thing I was able to do was kinda try to emulate the qcc functionality with a calling group, using the ES2 feature with members and the overflow feature. The only problem I had was the DLC were somtimes recieving 2 calls from the calling group queue. I still havn't been able to figure that one out yet as well. I could have made them just plain old ext but, then they couldn't of have used the Park button. You ucan send calls from the qcc queue to a calling group, but only if both qcc are both position busy. Good luck on this one.

 

[GoKings]

Here is one alternate solution with T1 (You will need available t/r ports and LS trunk ports):
1) Create a calling that matches the digits being sent for the main number.
2) Add t/r ports as the members of the calling group.
3) Use a line cord to loop the t/r port to a LS trunk port.
4) Now you have DLC functionality by line appearance or you can use a QCC by assigning these lines to the QCC.
5) You can overflow to an auto attendant by overflowing the Calling Group to the vm calling group and creating an AA mbx equivalent to the calling group that matches the digits being sent down the T1.

Keep in mind that the number of t/r and LS ports used in this will be the number of calls that you will be able to answer at any given time b4 they overflow to vm. It's not a delay auto attendant but it seems to catch the extra calls when the phones are busy.

 

[Pepperz]

A couple of posibilities:
1) Have the AA answer the calls, and then send to the QCC as an option from the AA, (I assume there ae other options on the AA than just send to operator)
2) Set the QCC to answer the incoming calls, and have it overflow during heavy traffic to the AA. Be careful here that the AA doesn't just send it back to the operator.


Pepperz@charter.net

 

[jinxs]

Hey pepperz,

How do you get the overflow from the qcc to go to the AA with the LDN being the main DID? I couldn't figure this out. I know you can do this with regular LS/GS trunks. Any thought on this one.

 

[Pepperz]

Set the overflow to the voice mail calling group (770?), and build an AA with the number of the LDN.

Pepperz@charter.net