Sugestions on how to setup small helpdesk 2

[MRBRENT]

I have a MICS with a NAM ver 2.12 and a CCR tree. I am looking for some ideas on how to setup 4 phone extensions for a team of help desk people. Can I set up a que somehow by adding more hardware or software?? Or if I set up a ring group if no one answers after so many rings what VM box does it go to?
Also when setting up a vm box to page or call a phone when an new message comes in there it has option1, option2 etc. How do you select what option it uses to dial out with the message?

 

[jerryreeve]

With the vintage of software you have you can either get the ACD software ($$) or try this;

on the four phones that will comprise the help desk have the outside trunks all appear and ring on each phone. (remove or do not give these phones forwarding to vm in any form, just let people transfer to vm if someone needs to go.) Now all lines ring on all phones.

second alternative is if you don't have enough buttons for line appearances. have all the outside help desk trunks ring only on the help desk phones. again remove vm options.

Third is set up one phone as the ringer within hearing of all of the help desk phones. Let the help desk members and the ringing phone all be within the same pickup group. set up one button as a pickup button (Feature 7 5). Whena call comes in for the help desk they just hit the pickup button to take the call. Dont worry about vm on the phones since they do not ring on help desk calls.

I think one of these would work for you. Yes I know that you will not have the recordings or nice music playing (those are the ACD functions) but these are do-able within a tight budget.
JerryReeve
Communications Systems Int'l
com-sys.com

 

[MRBRENT]

How much does a acd cost?? I see there is a Flash ACD and the next level is Minuet. Do need to add hardware or is this just a matter buying codes from Nortel?

 

[jerryreeve]

Since you have a NAM you cannot use the flash acd but will have to look at the minuet. as far as price goes I'll have to suggest you contact your vendor. the install will probably come on cd and i think will require some codes also that you will get on the install day. JerryReeve
Communications Systems Int'l
com-sys.com