Incoming Call Queue and Management

[Yasien Adams]

Hi All,

I have the following call routing setup on a UC540.

Incoming Call => AA ext.298 [caller is greeted with custom greeting] => No Option Transfer to Blast Group ext. 511 .....now the caller waits to be answered by a representative.

What I would like to know is,.... Is it possible to have the calls go straight into a hold queue, after the AA greeting, and the caller is peresented with the On-Hold Music, until a representative picks up the call from the queue.  And if this is possible, is it also possible then, that calls will be able to be answered in their turn, i.e remain in call position, and not have first call, be the last call of the queue?

Assistance and advice greatly appreciated.

[Alexander Maroukian · Accepted solution]

Hello Yasien,

You may achieve this using the B-ACD feature. The call are answered in the FIFO order and MoH is played until you are in the queue. The limitation there is that you use hunt group instead of the blast group.

HTH,

Alex

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[Yasien Adams]

worked a treat !

[Yasien Adams]

Hi, just one thing that has been a problem since doing this.

The business schedule is no longer applicable.

So now, when the business is closed, the business closed message is not being played, and calls are still coming in.

This used to be done by AA.

Is there a way, to retain the B-ACD setup, but use the business schedule according to the AA that was setup previously.?

[Alexander Maroukian]

Hello Yasien,

You may try to do the following create one floating extension with call forward all to the B-ACD and use the night service and forward to night service AA which is setup for night service so the call flow will become like this e.g.:

ext 208 floating extension

during business hours:

->incoming call-> DID->float. ext. 208 -> B-ACD

during out of business hours:

->incoming call-> DID->float. ext. 208 -> AA for out of business hours

You should setup the Night service hours also.

HTH,

Alex

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[Yasien Adams]

Thanks,

but is that floating extension controlable phone a phone?

As it looks like I would keep having to go in to change the config, or destination of the floating extension's call forward all to...

however, if a phone can control floating extension's call forward all otion, then at least the night staff can own that procedure.

[Alexander Maroukian]

Hello Yasien,

You do not have to change the call forward all.

The idea is that during business hours the call forward all of the floating extension to the B-ACD group will be working and in non-business hours the call will directly go to the AA (which is set in the night service for the floating extension number during night service mode) without going to the floating extension.

HTH,

Alex