Queue Calls for Help Desk 1

[pelleg]

Our office is currently running a G3iV3, with Definity Audix. I know, old, and in the process of upgrading. Our help desk is only 3 to 4 people. Is there any way to program the pbx to que the calls if all agents are busy? Basically, it is now set up in a hunt group with all agents in it. If so could I add a message without an announcement board?

 

[rodyk]

If this is an ACD group, just adjust the vector to queue the calls. If not, just change hunt group x and change the queue field to Y. I believe you must have an announcement board if you want the caller to hear anything but your music on hold.

 

[vaoldschl]

If you are using a vector and have enough ports to handle the traffic on your Audix system you could also build a step in to send the call to a bulletin-board on the voice mail system and then back into the queue to wait for the next agent. I've done this on other systems and it has worked well, never set it up on my G3, though.

 

[4316453]

you can direct the vector to wait hearing ringback or audio sorce connected to an analog port and assigin that port on change music command and play any music there
hope this help.
good luck

 

[MKU]

Or you can just change the huntgroup. There is an option "queue" and if you set that to yes you have a queue on your direct huntgroup number.


Rgds,

M.

 

[pelleg]

Thanks alot guys!!!! Unfortunately, I have discovered that the setup is all 5 agents have bridged appearances on all their phones. The lead helpdesk number is a did with an 800 on piggy back. This changes the outcome. Any Idea's!!

 

[Jolagues]

I would delete the did and create a vdn of the same number and point that to the vector. José B. Olagues
Telephony Administrator
NACIO Systems

 

[pbxman]

Pelleg,

Bridged appearances are a lot different than hunt-groups. I just recently went through the exact same thing. MKU is right..if you setup a hunt group, you can set the "queue" field to "y", and it will queue the calls (probably as UCD-MIA)..

My issue was with ringing ALL Helpdesk phones (not just the available ones), and if nobody answered, it would go to voicemail. However, with that option also comes the ability to queue the calls if all agents in the hunt are busy..hence the inclusion of ACD functions such as "queueing" itself.

Lay out your exact needs for all conditions, or email me at JT@nserv.net
I spent a lot of time trial/error, and learned quite a bit about what's best for a small helpdesk queue. We were also using bridged appearances! BTW - our helpdesk is also 3 people with coverage to a 4th person if we're unavailable before going to voicemail...
Let me know directly if you get stuck, and want more detailed help.

Good Luck!
..i just did an extremely similar setup on a G3si.

 

[Gibsonic]

Ok I have a similiar problem.

I have a Definity G3v6 and Intuity Audix v4. I don't have vectoring or ACD. Music on hold is available.

Currently our helpdesk is setup on a basic huntgroup with time-of-day routing coverage. No queueing being used. No announcement pack available.

We want to add a queueing functionality with music on hold while in queue. We would also like to have a brief message that to thanks callers for their time, blah, blah. We need to maintain the time of day routing as well.

I have setup 2 hunt groups in a test TOD routing coverage to a master DID hunt group which points to the 800 number. I turned queueing on in the individual hunt groups (i.e., day and night). When I dial the master hunt group it routes properly but rings the extensions of the hunt group without me having set them up to login to that queue.

Is queue login only available with ACD or vectoring? With what I have, how can I setup time-of-day routing, with available agent queing with music on hold and possibly an announcment(from an audix bulletin board?).

Thanks for any insight or help.

Chris in Memphis.