Queue for Sales 1

[globalstrata]

I have a Magix System with Messaging 2.2. I want to have three numbers:

- Normal Business Phone Number
- Sales Line
- Tech Support

Sales and Tech must be Queues where people call and get autolog to the QUEUE and the 1st available personnel answers the call. Can I set this up in this system? and if I can, how would I set the following:

1. Routing of calls
2. QUEUE Setup
3. Members of the QUEUE, I imagine I do this by Group Calling.

I have some idea on how to do this but I want to make sure that for the QUEUE all I have to do is the configuration of Group Calling, setup the members, Auto Log off, Assign buttons to the phones, etc.

Gladys Rodriguez
GlobalStrata Solutions

http://www.globalstrata.com

 

[franke]

Gladys,
Not asking for much are you
Yes, what you want to do can be done, but first...

1) Do you have 3 C.O. lines or DID lines dedicated for each department, or...

2)The Customer will be calling the main number and be given an option for each group via the AA and selector codes, or...

3)The attendant will answer all calls and transfer the customer to the corresponding group.

You will need to create a calling group for Sales and Tech Support, if you have a dedicated C.O. line for each group, then assign the line to the respective group.

Decide whether you want the hunt order to be linear, circular or most idle.

Enter the members included in that group.

Decide if you want the group Auto Login or not (action to be taken in the event of a power failure).

Decide if you want the calls to route to another group if all agents are busy, or stay within their own queue.

Assign a login/out button on members phones. (You can dial the feature access code, but I recommend you assign a button for visual indication).

If you are assigning a DID number to the group, then renumber the default group number to it's corresponding DID number.

There are other items that you can tweak, but this will get you started.

franke

 

[globalstrata]

Thanks Franke.

As I thought, I am ok doing the Calling Groups.

The lines, it is a bit more difficult.

3 lines -> Main Line
4 lines -> Tech Support
4 lines -> Sales

What I am thinking about doing is that I can tell the phone company to send three set of digits through, so each group gets a unique digit. Then, I'll make sure to have the calling groups be numbered the same as the digits sent.

Can you think of a better way to do this? My friend does not want to spend money right now buying a DS1 card so actual C.O.s is what I have to deal with.

Gladys Gladys Rodriguez
GlobalStrata Solutions

http://www.globalstrata.com

 

[globalstrata]

Just in case, then

Main line would be Calling Group 770, Sales 771 and tech support 772 so each one has its own AA.
Gladys Rodriguez
GlobalStrata Solutions

http://www.globalstrata.com

 

[franke]

Sounds like you have it Gladys, but assigning the C.O. lines to their respective calling groups there is no reason to have the phone company do anything except...

If all 11 trunks are currently in the same hunt group, you will want the phone company to 'break' the current hunt group into three seperate hunt groups (unless of course you don't mind Main number calls rolling over into Tech Support, etc).

franke

 

[globalstrata]

Now I know why I was saying about sending the digits. The reason is because they are thinking about upgrading to a DS1 and the few times that I tried to just assign the lines to the Calling Group, it would not work.
Gladys Rodriguez
GlobalStrata Solutions

http://www.globalstrata.com