| Thanks again for your help. I've learned more about ACD, and understand now that we don't really need hunt groups at all...in CallPilot, we can program all the Auto Attendant (IVR) lines to be in one skillset, and all the live calltaker lines to be in another skillset, then program the CallPilot ACD to direct calls to the IVR skillset first, then spill over to the calltaker skillset. Is this right?
Also, another issue has come up. Our IVR runs on a Windows server with a Dialogic card, and requires an analog connection (via an ATA) to the PBX. But we have a separate Caller ID server that needs to get caller ID information through a separate TAPI connection to the PBX. If the IVR transfers an open call to the live calltakers, our Caller ID server will send a TAPI command back to the PBX, with the CDN number for the calltaker skillset. The problem is this: even if the PBX recognizes the TAPI command (and it's not clear yet if Norstar CICS or MICS can do this), we've got the physical call - the open line - on our analog IVR box...does the IVR have to do something with the call in order to make it physically transferrable? |