Segregating access and ivr ports in separate queues

[mharty]

Hello, have a customer that is split into two distinct business units sharing one CallPilot, and wants to be sure that one of the business units doesn't use up all of the voice treatment CallPilot channels during high call volume. So, wondering if it is possible to have more than one queue of Access and Ivr ports configured? I know from a CCM scripting perspective, we can program different IVR-DN's to use in scripts - but not sure if CallPilot supports this configuration. Your help is much appreciate.

 

[dj4020]

CallPilot only supports one Access to a CCM, as well as CCM only has one place to setup Access as well. No way to really limit one or the other in priority to use the available ports. Are the two customers also sharing CCM as well?

 

[mharty]

Thanks for your response. Yes, they are on a shared CCM server. My thought was to program two additional queues in the PBX for this new business unit. One for Access and one for IVR. They are OK with sharing the basic voice ports for v.mail. Once programmed on the switch and configured in CallPilot, then the CCM should be able to add these additional IVR-DN's, and the scripting would reference the appropriate one based on the script. I'm just not sure if this would be supported. Thanks again.

 

[dj4020]

As you stated you can have as many IVR ACD/DN's configured as you want. The issue you are really questioning is this. On the CallPilot you can only configure one Access Link with a set of contiguous ports and whatever the amount of ports you are licensed to use for the Access Link. The same thing with IVR ACD/DN's you can only configure contiguous ports for IVR ports. Giving you only one group of ports for IVR one group for access. No way to seperate them as far as a certain number for one group another for the other group. You will need to determine the amount needed by both companies and get licensing to support that. After the fact you can pull reports to see who is using what and bill accordingly.