What is an ideal attendant setup???

[gblucas]

I have seen attendants setup a couple of different ways...

I am trying to redesign the way that ours works, because the previous system administrator has not updated the way it was setup since it was running on V6.

Anyone want to give me some ideas?

I have 3 attendant consoles setup up and all are used all day. We don't have a great deal of traffic, but it was easier to use 3 than to have different people man a single console. All calls are currently going to a hunt group, then they go to a cover path which sends them to attendant. I have issues with the way the night service is working as well.

What I really want to do is bring the calls in under vector control, queue to the attendants, and be able to use time-of-day to control the night service.

If someone has a better idea, or a setup that they are using that really works well, please let me know.

gblucas
G3si V11.3 (currently getting quotes for CM4.0 on S8720's)
CMS V9
Intuity Audix 5.1

 

[TykeUK]

hi gblucas,

I changed how our calls route to attendants last year to put them under vector control.

All 3 attendants now log into the same skill and instead of using attendant in the coverage path I now point this to a vdnand queue to the attendants hunt group using vectors. We no longer use night service but use TOD steps to control call flow.
Internally we still allow callers to dial 0 for the attendants.

 

[elvislives]

I would keep it as was vector controlled like a hunt with no coverage path. The TOD controls the call flow like TYKEUK.
We used the night service only for internal purposes when someone dials "O", its used for the listed directory number. When someone dialed internally 0, the call routes to the vdn and would follow the vector etc.

We had the set up like you do and it's not efficient at all.

 

[orypecos]

Use attendant vectoring. If you don't and put the attdt in a hunt group it will cause the cueing and and other features of the attdt programing to not use all of the attdt features properly