Hi

We just got a new CP150 and am very happy with our purchase. I've been beating my head on this problem for a few days and want to see if what I'm trying to do is possible.

When a customer calls our company the recept answers the call and forwards it to where she wants it to go. A large majority of the call are to Sales / Tech supt. I'm trying to get a "Q" for that dept. I've setup a CCR tree and assigned a skillset to use it. I've associated agents with that skillset and have them ready on call. I've got a CDN assigned to the set as well and when we transfer a call to that CDN I can't seem to get the call forwareded to the agents ready to go.

Any ideas or suggestions?


Another question I have is can I assign a CCR tree to an internal DN as opposed to a line? I can get the CCR to pick up when someone dials the DID associated with the line but would like a user on the internal network to be able to call and extension and have the tree work as well.


Thank you very much.

BG

Have you enabled your skillset in the call center section of your call pilot?

Yes, with the Call Pilot 150 you can have 2-ACD Queues and setup any appropriate skillset routing. Sounds as though you may have missed a step.

Do you have the telephone lines pointing to the Q or the Receptionist transfering to the CDN number? Moreover, is the ACD Q pprogrammed appropriately?

As far as DID lines for internal users; you must have the Nortel Networking Keycode installed in order for this feature to work internally. Even though you are not truly Networking 2 or more systems together, it is necessary.

We have performed many successful installs of the Call Pilot with ACD and can assist you.

Please call us at (702) 320-2800 and ask for Lisa or Mark.

As far as the CCR Tree, CCR is for lines only.





------------------
-Mark Durst

Nev-Comm, LLC
6170 W. Lake Mead #299
Las Vegas, Nevada 89108
(702) 320-2800 x44
(702) 396-2845 facsimile
Visit our web site at https://www.nev-comm.com