Phone dude

Magix 1.5. Presently I have group 771 set up as a least idle & login/out. If every available operator is busy the next call sends the caller to voice mailbox 771. They want to upgrade merlin messaging to r3 for que message.
QUESTION:
What do I need to change to make a que for the callers. Never did a call que group before.

Cephas

note: you can do this with MM2.5 also, although MM3 adds the unified messaging stuff.

There are a few things. Unless you have a 12 port license, you need to create a second IntegVMI hunt group consisting of VM ports 9-12. Don't worry about any other programming or what group number you pick (I usually use 7929 or 7928) as you will never have to reference it - just add the members and set it to IntegVMI. This tells the magix to send mode codes to these ports.

Next, go into your calling group programming (extensions, more, group calling). Select Delay Announce, enter your agent group number (771). Tell it the extension number of one of the 4 announce ports defined above as your primary announcement, then a different one for your secondary, tell it to repeat the secondary announcement (if desired) and the interval between secondary announcements. Same as using an external interalia announcement box.

Next, go to the second page in this section (hit more). Select messaging primary announcement, hit continue, and tell it what delay announcement number to use. This corresponds with the delay announcement number you are going to record on the messaging. Do the same for the secondary. Many people use 1 for the primary, and 2 for the secondary.

Once you get that all up and working, it's worth noting you can enter multiple secondary announcement ports to load balance, and mutiple secondary announcement numbers to rotate through different messages. Great for advertising to a captive audience.

If you have any trouble, print your group calling report, it's indespensible for troubleshooting.

Peter

PBXtech.info

 

Phone dude

THe messaging I have is only a 6 port. Do they need to get a 12 port?

Cephas

Nope. Regardless of how many ports you have, the top 4 ports are automatically licenced for in-queue messages. Just follow my instructions in previous post and you'll be fine.

FYI, any licenced port can do AA/VM/DA (DA=delay announcements = in-queue messages) but I only use my licenced ports for AA/VM, and send all DA request to the top 4 ports.

If you have 8 or less ports licenced, the top 4 will always do DA ONLY.

If you have 12, all 12 will do AA/VM/DA. In this scenario, make sure your VMS group is set to linear (which it always should be anyway) choosing bottom ports first. Then send your DA requests to the top ports anyway and hope to mimimize contention.

Also, you can purchase a cheaper licence card that won't allow ANY AA/VM use, but rather only 4 ports of DA

Peter

Phone dude

Sorry, I had misonformation. NOW, the cust is going with an externall digital announcer. What does that hook up to? CO port or ext port? In the directions posetd, what would change? Do i have to still specify which message to use? Or just put in the ext (or CO) port where the external device is?

Cephas

You would hook up to an analog station port. Directions mostly the same, just skip the part where you input the message number to use.


Peter

PS If they have a Merlin Messaging 2.5 or above, it is vastly superior for doing this than an external box...

PBXtech.info

 

Phone dude

OK, NOW the customer wants to try the Que group before getting the digitl announcer. What will they hear then? If I want to put the button on the phone so they can see the thresholds blinking, is that just a speed dial button of the main group (771)??
Thanks

Cephas

They will hear MOH if no digital announcement device is available. Yes, it is an autodial button of the queue group you give them to see the thresholds. Be sure to set the thresholds, as by default they are all set to 1 and you will only see a solid light once there is someone in queue. Typical config for a small centre is 1,2,3.

Note you will have to change the overflow time (try 20secs) and callers (I use 99) to allow callers to wait in queue.