mrose77

I have a question regarding ACD setup on an Opt 11C running V4.5 software. A user would like me to set up an ACD as a hotline, which I can do via LD23, but he would like it to forward to different support personnel based on the time of day. This is where I am lost! I can set up a voice menu and create prompts, but he is looking for something automatic. Any and all suggestions will be greatly appreciated. Thanks!

Mark

Colin

Hmmmm

i do not think you can do it that way, to allow Time Of Day call redirection you need to add RTDA in the CLS... seeing as it aint got a TN theres a problem....

or are you wanting to do this thro mermail ??

colin

PBXtech.info

 

jhmccoy

I am running Meridian Mail but this should work in Call Pilot also.

Example: calls need to go to ext. 1234 during business hours and ext. during off hours.

Program a TOD that points to menu A during business hours and menu B during off hours.

Prograqm menu A with all of the options set to call ext. 1234 (including the revert dn, delayed responce and no responce options).

Program menu B with all of the options set to call ext. 5678.

You can record a greeting that tells callers to press any key or you can just record a second of silence (Note: you must record a greeting (even if it is just silence) or the system will say the service is not available).

The call will be routed to one of the menus and if the caller hits any key the call will be routed to the ext. programmed for that key. If the caller does not press any key the system will time out (My system times out after 10 seconds) and route the call to the No Responce Option. Since you have the same ext. programed for all of the options it does not matter if the caller hits a key or not the call will still end up where you want it.

This is not a clean way to do this but it does work.

Cavscout

Wouldn't be nice if the customer had SCCS and you could script it to do what ever you wanted.

mrose77

Thanks to all for your responses! I have done a small trial using Meridian Mail that seems to work, but its not automatic (I basically set up a menu to tell the caller to press a button to get the appropriate extension.

As part of this, I was also asked to set up call forwarding, which is somewhat working. If an internal users calls an extension which is forwarded to an outside number, it works fine, but if an ouside caller calls a forwarded extension, the call goes to the attendant console. I think it is a system-wide parameter that needs to be changed (LD 15?), but I am not sure what to change. Any thoughts will be appreciated. Thanks!

Cavscout

Well there are a number of different things to check.

First you want to check the OPT in the RDR Block.

You probably have CFO, and you probably want CFF.

Also you will want to set your FOPT to 0. This will prevent two calls from forwarding right after each other, unless the FOPT expires.

Good Luck

PBXtech.info

 

mrose77

Thanks for the advice - I will give it a shot and see what happens!

Mark

jneal

I had the same problem. It turns out it was because I used an ACD to forward calls. I couldn't assign a COS to an ACD because no TN! I built phantom lines to handle the forwarding and assigned a class of service to the phantom line that had rights to forward off premise. This resolved my issue. Hope this helps you!