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justzikle · 04-11-2006, 03:27 AM

Hi all. System is option 61 c rls 4. Now i wants to setup an ACD que, I know how to setup ACD generally but dont know much how to use some prompts. Now i need a following setup.
(1) when all agents are logged in, then caller shud get a greeting first (Thank u for calling ABC we r connecting u to agent) then call goes to agent.Caller shud not get greeting immediately but after one ring. Which prompt should be use for that.

(2) when all agents are busy then caller shud get a message (pls wait all agents are busy rite now) and then caller shud get a music and after availibilty of agent call goes on that idle agent. which prompt shud i use here. for greeting and for music.

(3) when all agents are logged out then call goes to announcement (no agents is available) then a mailbox. which prompt shud be use here?

regards and take cares

**Chas2002** · 04-11-2006, 08:15 AM

1. Is your FRRT (First Ran Route) and Timer.
2. Is your SRRT (Second Ran Route) and Timer.
3. Is you NRRT (Night Ran Route).

To prevent callers from hearing First Ran Route when agents are available - set FROA (Frist Ran On Arrival) to NO.

SO,,,,

Lets say your "All agents are busy is Ran Route 4", "Agent are 'STILL' assisting other customers" is Ran Route 6, and "Call center is closed" is Ran Route 8.

FRRT 4 (4 = "Initial greeting - All agents are busy")
FRT 6 (6 seconds - gives the call time to attemp to queue)

SRRT 6 (6 = "Second greeting - All agents are STILL busy")
SRT 60 (Plays every minute when call isn't presented to an agent.

NRRT 8 (8 = Sorry our call center is closed - operating hours are...). This setting takes effect when the call center is in 'Out-of-Service'.

FROA = NO (Don't play any rans on arrival - wait until Timers expire.)

MURT = 10 (Plays music while call is waiting for agent. Music will be interuppted evey 60 seconds to play to the Second Ran recording)..

If your really want all callers to hear "thank you for calling ABC, we r connecting you to an agent", then this would normally be an FROA = YES, but
FROA only plays the First Ran - So you would need to generalize the recording so that it makes sense to the caller. If you set FROA = NO and an agent is avaialabe when the call is queued then they will never hear First Ran.

Chas2002

slagburn · 04-11-2006, 10:01 AM

To get an upfront RAN you might have to front end the queue with a night forwarded ACD and use the night RAN or a call pilot app / greeting.

True first RAN has alway been a tricky part of basic ACD with Nortel.

justzikle · 04-11-2006, 12:04 PM

Many Thanx Guys.....

take cares

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