| Hi:
We've developed an IVR system that intercepts calls from a Norstar MICS. If the IVR doesn't pick up the call, the call is supposed to route through to the ACD queue DN, and thence to a live operator. The local telco told us they couldn't program the Norstart to do that, though. If we wanted a live operator to be able to pick up the call, the incoming call would have to ring simultaneously on *all* lines (both IVR and live operator), and it would be a free-for-all to see who (or what) would pick up the call first.
Frankly, this makes no sense to me. Our understanding was that we could just program the IVR lines in a hunt group, where an incoming call would ring on busy or no answer to the ACD DN. Then the ACD would distribute the call to a live operator based on how it had been programmed.
Can someone clear up this mystery? For the record, here are the specs on the Norstar system: MICS, v6.1 software, Global Analog trunk cartridge call line ID, fiber trunk module, 2-port fiber expansion cartridge, CTA-100 TAPI unit, CallPilot 100 release 2.0. The IVR runs off a Dialogic analog card, and is connected to the key system via analog telephone adapters. (I was under the impression the ATAs wouldn't be an issue, as the hunt group programming would be done in the key system....)
Thanks in advance for any help. |