Two ACD Questions

[Cabarrus]

We have a 3300MXII w/ MCD 4

1) I want to play a RAD set when someone is in queue waiting, and have it loop. In between loops it plays the embedded music on hold, which is classical music and sounds bad in between the set loop. I saw in the help file:

Music between Recordings
Between each recording (RAD) on an ACD path, the incoming caller, by default, listens to the multi-embedded music source (if programmed). An alternate music source may be specified between each recording and after the last recording.

Note: If a call from a remote switch is answered by a RAD before being queued to an ACD path, the caller will not hear music unless there is a Music on Hold source at the local switch.

I recorded some blank audio and uploaded it as embedded source 2 and selected it in the path assignment form under Audio Settings, but the classical music still plays. Im not sure how to make this work.

2) Isnt there a way someone can tell how many calls are in queue from the display of a phone or the longest hold time?

thanks

 

[Cabarrus]

I have a 3rd question, is the maximum length of a RAD set 120 seconds and set by the Answer Plus Message Length timer in the Class of Service for the RAD port?

 

[kwbMitel]

1) - I am unsure of the validity of recording silence as a music source. You efforts might be best served by uploading something with actual sound that could then be heard and verified. I recently undertook this exact exercise without issues.

2) There are two methods for viewing Queue Status via keys. Each, when a key is pressed, will display the number of calls queued and the time queued for the longest waititng call.

Specific Group Alert key

A Specific Group Alert key normally appears only on a supervisor's telephone. Each Specific Group Alert key allows the supervisor to obtain queue status information for a specific agent skill group. A supervisor's telephone may have several Specific Group Alert keys.

Generic Group Alert key

A Generic Group Threshold Alert key allows an ACD agent to display the queue status key of the agent skill group that the agent is logged in to.

If an agent is a member of more than one group, the Generic Group Threshold Alert key is not available on the agent's telephone.


3)120 seconds is the maximum time for ANSWER PLUS - Message Length Timer



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

 

[Cabarrus]

I will play with #1 today.

For #3 , what is a little misleading is the documentation says a greeting can be 3 minutes in length. If you had RAD set of 5 greetings, that would be 15 minutes in length. But the bottom line is you just have 120 seconds?

I must be misunderstanding something about #3..

thanks

 

[kwbMitel]

Where did you find the reference to 3 minutes?

Here is what I find:

When using a RAD greeting in an ACD path, the playing length of the greeting set is determined by the "ANSWER PLUS Message Length Timer"

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

 

[Cabarrus]

ahh, i was looking at greeting specifically. The problem I have now is that the first caller hears the RAD, but the second caller will just hear the phone ringing until the rad is over. How can i get the rad to play for multiple callers simultanously?

 

[kwbMitel]

first caller will seize rad

Next caller(s) as many as there may be, will hear the message simultaneously when the first caller is done.

As a general rule, the fewer the ports the shorter the message.

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

 

[Cabarrus]

When you say first caller is done, you mean listening to the RAD or the call has been picked up and answered? If its listening to the RAD that would be a problem, and i could think of seizing another vm port for a short RAD to play in each queue first, the question would then be whether the 2nd RAD would still need to be played in full before additional calls would start to hear it. If its simply when the call is done, then everyone else in queue will start hearing the RAD, that would be ok for now.

thanks

 

[kwbMitel]

Example using 5 callers and when the rad will play for each

1st caller dials in
1st caller queues
1st caller starts to hear rad
2nd caller dials in
2nd caller queue (rad not available)
3rd caller dials in
3rd caller queues (rad not available)
1st caller finishes hearing Rad - goes to MOH
2nd and 3rd caller start hearing rad
4th caller dials in - queues
Agent becomes avail
1st caller answered
5th caller dials in - queues
agent becomes avail
2nd caller stops hearing rad and is delivered to agent
3rd caller continues with rad
4th and 5th still queue with ringback
3rd caller finishes hearing rad
4th and 5th caller start hearing rad
etc...

Again, the less ports you have, the shorter the RAD message needs to be.

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

 

[Cabarrus]

I wound up uploading an embedded music souce and using that as MOH.

When it comes to the "Specific Group Alert Key" I try to add this button to a supervisor phone, and it says to put in a directory number and when i enter in the Path Directory number, it says it is used elsewhere and wont add it.

thanks

 

[cknipe]

With that button, you need to go the the acd agent group and define a unique DN to the alert device.


Then go to the supervisor phone and create a specific group alert, under the DN, enter the DN that you entered in the alert device field of the agent group form.

 

[kwbMitel]

Cknipe is correct but the explaination could be clearer.

First create the Specific threshold alert key on the phone and assign a unique DN.

Then assign the DN as the Alert via the Agent group form.

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

 

[Cabarrus]

worked great. thanks

 

[slapin]

We have short RAD messages and long recording as part of MOH professionaly recorded with background music. It works because long message is intended for entertainment and gives just general information not related to the call progress. Just my 2c

 

[Cabarrus]

When it comes to the MOH, is it possible to play from the beginning as each caller goes into queue? Currently ours loop, so people will start hearing different parts as they join..

thanks

 

[kwbMitel]

No, looping MOH is the design.

Don't lose sight of the fact that the calls are supposed to be answered not sit on hold or hear messaging. If an agent is available, the caller will hear nothing of the above. RAD's and MOH are for high traffic periods and should not be designed for anything other than the comfort of the waiting caller.

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

 

[Cabarrus]

I noticed today the embedded Audio Source on one of our Path Directory numbers is not playing, and the caller just hears ringing, i uploaded the .wav file to a different embedded source id and still doesn’t pickup. What is odd, is that it was working fine.

We don’t want to use RADs and just embedded audio source at this point either , so i assume i can leave the Recording 1: Directory Number field blank ?

 

[kwbMitel]

If there is no recording #1 then the system will not pickup and place the caller on hold. Instead it will ring until answered.

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

 

[Cabarrus]

thanks, the rad got into DND mode for some reason!

 

[kwbMitel]

Make sure the expected offhook timer and exceeds the length of the message.

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