Need help setting up a helpdesk line.

nfarooqui · November 12th, 2004, 10:42 AM

We currently have an extension 411 as our helpdesk number. Its a basic extension with 3 appearances and voicemail. I want to setup a proper helpdesk line with agents logging in and a call que with annoucements and wait times.
We have a Definity G3si with Release 11 and a TN2501AP card.

Anyone have documentation or resource link?

liquidvw · November 12th, 2004, 11:20 AM

I think before you do anything you should do a "disp sys cust" and go to page 5. You need to make sure that ACD is set to yes and that the vectoring questions are set to yes. If not you are going to have to pay Avaya to get these features.

nfarooqui · November 12th, 2004, 12:41 PM

ACD is yes. Vectoring (prompting) is yes and vectoring (Holidays) is yes, every other vectoring is no.

liquidvw · November 12th, 2004, 01:03 PM

You need to check which version of call center you have. It is on the top of page 5. Once you have it go here and select the version. This page should have the books you need.

http://support.avaya.com/japple/css/...groupID=107528

thomasq · November 17th, 2004, 05:39 PM

Since you already have vectoring turned on under cust options, why don't you just build your hunt group and vector and make 411 a vdn pointing to that vector.

November 12th, 2004, 10:42 AM	#1 (permalink)
nfarooqui PBXtech SILVER 25+ posts Join Date: Aug 2004 Posts: 66	Need help setting up a helpdesk line. We currently have an extension 411 as our helpdesk number. Its a basic extension with 3 appearances and voicemail. I want to setup a proper helpdesk line with agents logging in and a call que with annoucements and wait times. We have a Definity G3si with Release 11 and a TN2501AP card. Anyone have documentation or resource link?

November 12th, 2004, 11:20 AM	#2 (permalink)
liquidvw PBXtech PLATINUM 300+ posts Join Date: Nov 2004 Posts: 354	Re: Need help setting up a helpdesk line. I think before you do anything you should do a "disp sys cust" and go to page 5. You need to make sure that ACD is set to yes and that the vectoring questions are set to yes. If not you are going to have to pay Avaya to get these features.

November 12th, 2004, 12:41 PM	#3 (permalink)
nfarooqui PBXtech SILVER 25+ posts Join Date: Aug 2004 Posts: 66	Re: Need help setting up a helpdesk line. ACD is yes. Vectoring (prompting) is yes and vectoring (Holidays) is yes, every other vectoring is no.

November 12th, 2004, 01:03 PM	#4 (permalink)
liquidvw PBXtech PLATINUM 300+ posts Join Date: Nov 2004 Posts: 354	Re: Need help setting up a helpdesk line. You need to check which version of call center you have. It is on the top of page 5. Once you have it go here and select the version. This page should have the books you need. http://support.avaya.com/japple/css/...groupID=107528

November 17th, 2004, 05:39 PM	#5 (permalink)
thomasq Join Date: Jul 2003 Posts: 19	Re: Need help setting up a helpdesk line. Since you already have vectoring turned on under cust options, why don't you just build your hunt group and vector and make 411 a vdn pointing to that vector.

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