sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Set MWL then transfer

Hello,

We have a GVPH with Stratagy VM in our CIX40. I am wondering if it is possible to have an incoming caller be given a menu option that just sets a MWL and then immediately transfers the call to the station without actually leaving any message. I thought maybe I could just put the MWL token string into the extension field for a mailbox but that didn't seem to work. Any thoughts?

Dave

What would be the purpose of lighting the MW lamp and not have any messages in the mailbox?

doesnt make any sense to me either
I had to read it a couple of times to suss it out as I thought I had mis-read it.

Could probably get it to work with some token progamming, just not sure what the user is going to do with the flashing light as there will be no message to clear so there will be no MW OFF command from the VM.
I suppose they could have a one-touch key with #409 under it to remove the flashing MW key.

I presume as it is using SMDI it should still accept the #63 and #64 commands! :scratch:

I thought someone might ask why but left it out to keep it short. Anyhow lately we've had a rash of problems with office staff forgetting to act on field updates because they get distracted with other calls. I'm thinking our field employees can help remind office staff by pressing a certain number during the auto-attendant greeting if they have information needing to be acted on. Sort of like tying a string around the office staff's finger. They could just leave a regular message in a special mailbox, but that requires more time on the phone messing with a mailbox for both the office and field. They have to have a voice conversation anyhow, and it would be helpful to avoid increasing the minutes spent on the phone... if that makes sense.

How about using a phantom DN that you can put on a button for each phone and then have the caller dial the extension for that DN from the AA and it will ring and flash on that button (with a different ring tone if you want)?

The problem occurs when calls are pouring in and the office staff does not have time to complete action on a field update before going on to the next call. 5 phone calls and 20 minutes later, they've forgotten that there was anything they needed to do. I guess they should be prompted to take more notice if there were a special button flash & ring initiating the call. If having it stay flashing after the call until pressed isn't an option, this would be better than nothing.

I would go for ACD then give them enough wrapup time after the call to complete the logging before the next call is presented to the agents.

This is quite normal operation for a call center as you can give comfort messages to the queueing caller with options to leave a message rather than waiting or to choose a call back option.

Maybe its time for an upgrade

ACD was my first thought too, a wrapup time would be more efficient I think, allows for agent monitoring as well.