VM Pro questions

[icstech12]

Hi all,

Trying to get my head around how to config VM Pro for customer requirements. I haven't done much with VM Pro as virtually all of my installs are Essential Ed apart from some limited experimentation I've done on my own demo system. I have set up some queues on Definity and Nortel DMS100 in past lives.

Customer has a small IT Help Desk and they want the following config:

1) If there is a major issue they want to be able to have a message that they can record on the fly and activate advising they are aware of the outage but if the fault is something else to wait and be put through or press 1 to be put through. Could I use a variable to do this with state 0 being normal, state 1 being emergency and state 2 allowing them to record the greeting and put that on a button on their phones?

2) An auto attendant so if the call is a priority such as a site off the air press 1 which goes into a priority hunt group, press 2 for application issues which gets transferred externally or to wait to go into the general hunt group. I have this part set up already and use Answer Preselect so they can specifically answer a priority call over a non priority call on their 9641G phones (their choice - not my recommendation).

3) Two queuing announcements with music in between. Does this have to be done in the Specific Start Points > Groups using Queued and Still Queued or can it be done as part of a module?

4) If the call is queued longer than a nominated time to go to a 3rd announcement allowing them to wait or to press 7 to leave a message and then this repeats until they are answered or press 7 with music in between.

For the hunt groups we are using Night Service for week days and Out Of Service for Weekends. They would like to have a time profile to go into Night or OOS but have a button to come back to normal in case the early starter is late.

They also want to put an auto attendant on the main business number with 5 options; a couple of these have sub options or go to a hunt group with 2 or more members but I think I can cope with that.

Any pointers will be greatly appreciated.

Kind regards,

Jamie

 

[intrigrant]

You are pushing the limits here, you basically ask a complete VM Pro setup which we don't deliver.

There are a lot of examples posted here in the past and also there are examples enough on the internet.

I will answer the quaestion but I will not provide configuration, that is up to you.

1 You need separate module for this and activate it by putting the group Out Of Service, then in your call flow test the group status and send the caller to the appropriate module.

2 Create a menu but I am not getting when you want to invoke the menu but that is your problem

3 Yes you need to set this up in the Queued en Still Queued action, in Manager you neet to configure the Announcements in manager.

4 In the Still Queued action you can measure the waiting time for a caller and take appropriate action. To leave a call in the queue then leave the Next option in a action unconnected.

5 Get a course or hire a engineer with experience to help you, it is more complicated as you might think.

Good luck, you can always start a new thread on specific problems but ask one thing at a time and describe exactly and in detail what you want to happen and what you have done trying to get it to work.