sundance-communications.com/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems General ACD questions

We are getting ready to try using ACD. We'll have 2-3 employees handling the "call center". These employees will be in different physical locations so that makes it a little challenging. I'll start off with a few very basic questions.

1. Is there anyway to let callers know that there is no one logged into the ACD? I saw a key labeled ACD Group night, but haven't figured out what that means yet.

2. When a caller is holding for the next agent, any tips on setting up my voice menus? If all agents are busy I am planning on using 2 minutes between voice menus. My voice menu will ask if the caller wants to continue to hold or they can leave a message. I saw another post about using a "comfort message" which I will look into.

Thanks,

Sander

You didn't come right out and say so, but I'm going on the assumption you're talking about ACD on an Iwatsu ECS.

ACD Group Night: This key changes a particular ACD group into Night Mode. Depending upon how ACD incoming calls are handled, this key changes the routing tables for a group based on time of day or toggling the ACD Goup Night Key. This key will have NO effect unless incoming calls are directly answered by an ACD group, with no intermediate transfers before hitting a group.

As for your other questions, it's all possible to do, but much of it depends on your voice mail\auto attendant equipment, and what sort of flexibilty it has. ACD doesn't act like a regular incoming call, and many 'normal' features don't work the same way, so get ready to jump through some hoops.

Providing an option for callers to leave a message is a good idea, but having to wait two minutes for the opportunity may be excessive for some folks. Most folks will grudgingly tolerate some dopey music playing in their ear for a minute or two, but get a little edgy after that. Again, how well this works depends on your VM\AA system, but it's all very possible to do.

If you wanted ACD messages you need the msg card for the adix to hold your messages and configure to play the messages in your acd sequence table...