RAD Greetings

[gmayers]

Hi,

I have a 3300CXi and we use ACD for our support queue. I have two questions regarding RAD greetings for the queue.


Question 1

Currently, if the queue is busy, a RAD greeting plays which informs the caller that the agents are busy. I have only just noticed that if caller 1 is listening to the greeting, caller 2 hears ringing until caller 1 is finished hearing the greeting, where after caller 1 hears ringing and the greeting is played to caller 2.

Is there any way that all callers can hear the RAD greeting instead of waiting for the other caller to finish listening to it?

Question 2

The ACD queue has a RAD set assigned to it (RAD set 10) and there is one greeting configured (#10). I would like to configure additional greetings to be played to the callers. So for instance, greeting 1 says "welcome to the support centre, blah blah blah" and then after 60 seconds greeting 2 says "all our agents are busy, blah blah blah".

I have recorded the second greeting (#15) using the admin mailbox and have tried to assign it in the Path Assignment form, but I can't get it to play. The first greeting always plays and loops.

While I might not know all the acronyms, I know enough to be dangerous so I would really appreciate it if someone could point me in the right direction?

Thanks,

Graham

 

[kwbMitel]

#1 - When you only have 1 port available the first caller will seize the port and the subsequent callers will hear ringing until the port is free. All callers queued up while the first caller listens to the message (1 or more) will hear the message when the port becomes available. Good design will keep the first message short and have enough ports so that it is unlikely that any caller will hear more than 5 rings.

#2 - Each message needs to be provided by dedicated ports. You currently have a port dedicated to play RAD Message set 10. You've recorded Rad message 10 (could have been any number from 1 to 200) and assigned that message to Rad set 10. Calling the specific port plays Rad msg 10. The same needs to be done with the second message but different port, different RAD set, different Rad greeting.


Best practices:
Do not use either the 1st or last enabled voicemail ports for RAD messages as these ports are used for other purposes.

You must put the Embedded VM rad port in a hunt group (even when only 1 port) or the port is likely to lock up.


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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[gmayers]

Thanks for the swift reply!

So if I need to create a new RAD set and assign #15 to it and assign the new RAD set to a port, why are there settings for additional greetings under the RAD sets? What are they used for?

I have placed the RAD port into a hunt group, but will that resolve Q1 above? Or is that just it?

Now, the other issue is that I think the CXi only comes with 4 ports? The telecoms company that installed the system a while ago have used all 4.

I read somewhere that if you add a T1/E1 card you should get an additional DSP, but I am not seeing that? Currently, I have a T1/E1 card and a 2 channel BRI card. Should I be seeing more ports than 4?

Regards,

Graham

 

[gmayers]

Correction - I have a 4 port BRI card so 8 channels...

 

[kwbMitel]

So if I need to create a new RAD set and assign #15 to it and assign the new RAD set to a port, why are there settings for additional greetings under the RAD sets? What are they used for?

Example 1 - Sometimes the recorded information being provided changes but not in it's entirety. Multiple messages can be recorded and combined within the RAD Set so that they are heard by the caller as one continuous message. This allows you to change part of the message without changing the entire message.

Example 2 - Sometimes you might want to provide a pre-anouncement such as "we are currently experiencing high call volumes and wait times may exceed expectations". You would make this the first message in the RAD set but delete it after it no longer applies. The caller would only hear the message that remains

Example 3 - Good morning / good afternoon / good evening followed by a common greeting could be done with 3 rad sets and 4 messages. The common message would only have to be recorded once instead of 3 times.

I have placed the RAD port into a hunt group, but will that resolve Q1 above? Or is that just it?

Placing the port in a hunt group does not resolve your #1 issue. It avoids other issues not specified. Using a single port to provide an announcement functions as I mentioned before. First caller grabs port, next caller(s), however many there may be, will queue for the port to become free and then all queued will hear the message simultaneously.

Now, the other issue is that I think the CXi only comes with 4 ports? The telecoms company that installed the system a while ago have used all 4.

I read somewhere that if you add a T1/E1 card you should get an additional DSP, but I am not seeing that? Currently, I have a T1/E1 card and a 2 channel BRI card. Should I be seeing more ports than 4?

A T1 card comes with additional DSP's. According to the 3300 engineering guide pg. 43 (for rel 9 anyway) an CX system base with a T1/E1 Combo card supports 16 VM ports. The ports must be configured however, you will need to to make the folllowing changes
Form - Voice Mail Port Capacity
Enter the number of voice mail ports available in the system.

Form - Voice Mail Port Assignment
Assign unique internal directory numbers to all voice mail ports.

Form - Station Service Assignment
Assign the COS to the directory numbers of the voice mail ports
Note: Rad ports will have a different COS than standard ports.

Form - Hunt Group Assignment
Include additional ports to be used for standard VM ports (especially the last one 16)
Setup Hunt groups for each unique rad message you require and add Rad ports as configured (I think you already know this part)

Form - Greeting Definitions
Assign system greetings to the voice mail ports and RAD ports.

Suffice it to say, I had some time this evening.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[gmayers]

How cool is that? Thanks so much for your responses, it has helped a hell of a lot!

The strange thing is that when I placed greeting #15 in the 10 RAD set as greeting 2, it did not join the messages as you described. Is there an additional step needed to get the subsequent greetings to play?

I just tried to add the VM ports but it requires a reboot so will attempt it later today.

 

[kwbMitel]

If rad set 10 had Greeting 10 as message 1 and greeting 15 as message 2 it would play the messages back to back to back.

2 possibilities

1 - Msg 15 is not recorded
2 - The COS timer for the RAD port is too short to play both messages.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[gmayers]

Ok, I have added the VM ports and rebooted. I now see 16 ports displayed.

Form - Telephone Directory Assignment
I added directory number 604 and called it RAD Port 1.
I added directory number 605 and called it RAD Port 2.

Form - VM Port Assignment
I have assigned directory number 604 to VM port 4.
I have assigned directory number 605 to VM port 5.

Form - Hunt Group Assignment
I have created a Hunt Group 700, added 604 as a member and configured First RAD as 604.
I have created a Hunt Group 710, added 605 as a member and configured First RAD as 605.

Form - Greetings Assignment
I have selected RAD Set 10 on Port 4.
I have selected RAD Set 11 on Port 5.
I have selected RAD Set 10 on Port 6.

Admin Mailbox
I have recorded Greeting #10 and made sure it plays back.
I have recorded Greeting #15 and made sure it plays back.

Form - RAD Greeting Configuration
I have put #10 in RAD Set 10 Greeting 1 position.
I have put #15 in RAD Set 11 Greeting 1 position.

If I dial 700 the RAD 604 plays. If I dial 700 on another handset while RAD 604 is playing, I just hear ring back.

If I dial 604 then RAD 604 plays.

If I dial 710 I get a dial tone for a split second and then a looooong beep.

If I dial 605, I get a dial tone for a split second and then a looooong beep.

I think I am missing something, or that T1/E1 card doesn't come with additional VM ports!

 

[gmayers]

Show DSP Status

Slot Number 2 Dsp 0 State: ACTIVE
Slot Number 5 Dsp 0 State: ACTIVE
Slot Number 5 Dsp 1 State: ACTIVE

System Hardware Modules

1 74, 0 0 Quad BRI(S/T)
2 76, 0 2 T1E1 Resiliency-DSP-VEC-STRATUM4 MMC
3 -- -- --
4 -- -- --
5 78, 6 0 2 SHARC 21161 DSP

 

[kwbMitel]

T1 comes with additional DSPs that allow additional VM ports.

You haven't mentioned a DSP alarm on your system which would have happened if you created more VM ports than could be supported.

The obvious next step is to assign greeting 15 to rad set 10 and greeting 10 to rad set 11 and test again.

Don't forget to put the remaining ports you've configured into the standard VM hunt group (Especially #16!!!) or you will have message waiting issues.

You also didn't mention setting the COS against the ports using the Station Service Assignment form.





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Occam's Razor - All things being equal, the simplest solution is the right one.