Tenant Partitioning and Multiple Music On Hold

[BAC42]

Hi Everyone,

I have a very specific query about Tenant Partitioning, I trust someone can help...

We run a call centre with 6 brands, each wish to have their own MoH. However, nearly every agent is skilled in more than a single brand. Do agents have to be assigned to a Tenancy? If so, when a call is delivered to that agent do they then recieve the music of the agents tenancy number (TN)?

We wish to be able to assign music by the incoming VDN and that music stay with the caller throughout the interaction.. How do we accomplish this?

Our setup is: Multi-Vantage with Dual Processors and Digital Handsets for agents; CMS R12 and CM3.1

Thanks for reading!

B

 

[Toni269]

I have different music setup by tennant, but I'm pretty sure that you have to have the phones in the right tennant to hear the right MOH, what a pain - I think it's unreasonable if they expect you to administer MOH and Tenant partitioning in a Skills environment!!! Can't you just play generic music to everyone and change the "brand" announcements within the vector that controls the VDN?

 

[DJPlaZma]

ACD calls hear the MOH based on the TN of the VDN, not the phone. If the call, however, it transferred out of the ACD it is then subject to the MOH of the phone it is transferred to. If you have Client #3 set up as Tenant #3 with it's own MOH source it will maintain that music source as long as the call remains in the call queue for Client #3. If the call is transferred to a desk phone with a TN of 1, that call will then get the MOH of the phone, or TN 1.

Does that help?

 

[BAC42]

Hi,

Yes, thanks I think it does help. Just to clarify...

So the TN3 recieves TN3 music while in the queue, but the call is then transferred to an agent which is in TN1 (as their primary skill is with TN1), the call from this point would recieve TN1 music if put on hold ( and until passed to another agent with another TN setting)?

correct?

we are using EAS, CM3.1, CMSr12, S8700x2 S8300x2
250 call centre turrets/agents and 750 other extensions.

Thanks for your help

Rich

 

[DJPlaZma]

You're very close. As long as the call stays in the ACD for Client 3 it'll hear TN3 MOH. That's all the way up to the agent answering. If the agent puts the call on hold the caller will still hear TN3 MOH.

I guess I should have specified that if the call gets transferred to a NON-ACD phone, then it will be subject to the MOH of that phone, because it is no longer an ACD call. For instance if, for some reason, a Client 3 caller is transferred to someone in Accounting to check a credit card and that person is not an Agent, the caller would then hear the MOH for the TN number of the Accounting person. At that point the call is no longer an ACD call.

Hopefully I just clarified my point.

 

[BAC42]

Thanks for that.

We'll talk nicely to our reseller ;-)