atcomsystems.ca/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems Limit size of call queues?

My company has ordered a 7200 system for our new office building. I have discussed this situation with the provider, but they didn't know the answer.

We want to have customers greeted by a press 1 for sales, press 2 for support menu option. If they select 2, we want them to go to an available support rep, or into a support queue if none are available. The concern we have is that we don't ever want our lines to be saturated with support calls sitting in a queue. Is there any way to configure the system so that it maxes out support calls at 4 current calls and 3 more in the queue, at which point callers would just get a message that we are not currently accepting support calls and to please try back later?

Thanks,

Paul

The provider can control call volume and give a busy tone to the calling party prior to the call being sent to you. There will have different options so you will have to decide the amount of calls. I would contact the business office for more details.

the AA is capable of UCD and you can limit the groups then once maxed you can send back to the last port on the AA and have it say exactly what you want. But you will be dedicating a port and therefore loosing it for normal use or set the retry count to 0 that will work aswell.

If you have a vm on the system just have the AA overflow the calls to it then have an announce only box there that will hang up after speaking. This is the best way.

We are getting two 4 port SVMi-20e cards to make sure we have enough ports for everything.

Do you have any other recommendations for our scenario? We have 10 lines coming in. Calls will be divided between sales, customer service, and support. Our concern is that we don't want to lose sales calls because all of our lines are filled with support calls sitting in the queue. Can we have separate queues for sales and for support?

Our last system was a DIY DCS system, of which we used almost no functionality. I want to take full advantage of the new system, but I don't know that I can rely on our new provider to give us all of the best suggestions.