I have a hotel customer asking for a modification to their Reservations ACD queue that I'm having trouble working out how to make work the way that they want.
The system they have is a Meridian Mail running release 8 (Yes, I said
software.
Below is the current programming for queue 1145:
TYPE ACD
CUST 0
ACDN 1145
MWC NO
DSAC NO
MAXP 15
SDNB NO
BSCW NO
ISAP NO
RGAI NO
ACAA NO
FRRT 10
FRT 2
SRRT 11
SRT 30
NRRT
FROA YES
NCFW 1129
FORC NO
SPCP YES
OBTN NO
CWTH 1
NCWL NO
BYTH 8
OVTH 5
TOFT 420
HPQ NO
OVDN 1129
IFDN 1145
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 14
STIO 5
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
TYPE ACD
CUST 0
ACDN 1129
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
RGAI NO
ACAA NO
FRRT
FRT
SRRT
SRT
NRRT
FROA NO
NCFW 918662354515
FORC NO
SPCP YES
OBTN NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OVDN
IFDN
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
STIO
TSFT
HOML YES
RDNA NO
DAL NO
RPRT YES
As you can see calls are simply held in the current queue for awhile before being sent to an offsite number.
Here is what they are asking for:
Create an Auto-Attendant for queue 1145 that does the following:
1) For New hotel reservation, press 1 - calls to be sent to offsite call center ONLY if guest is waiting more than 2 minutes.
2) For Group reservation, press 2 - this line should route to x1605 only. (This is their group agent) They never want these calls to go to their offsite call center.
3) To modify or cancel a reservation, press 3 - this line should always stay in the onsite queue and never route to their offsite call center.
4) At the end of the night, when the last agent logs out, ALL calls of any kind are sent to voicemail to be addressed the following morning.
They want separate keys on the agent's phones for New Reservations and Modifying/Canceling Reservations so that the agent will know how to answer the call.
Items 1 and 2 are easy enough. It's items 3 and 4 that I'm not sure how I can do with this system.
Given that it's such an old MerMail I don't think that I can set up multiple queues for the same agents. But I may be wrong.
Any advice would be appreciated.