telecomatt

Well, This is difficult. Especially without a ccms or Symposium or even Max For option 3. How about an MCR? or do they want reporting on it? For option 4. is there a set time that the last agent logs out? If so you can set a TOD controller in mail to EM to a voicemail box. Without even going into queue..

Hope this helps a little

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knah2003

Most of the Mermail stuff is mind-boggling until you "touch it", but be sure to find a manuual to help....voice services menu need to be adjusted to accomplish these changes. # 3 looks like it will just loop into the 1145 queue until its answered. its been a long time since I did Mermail, but again be experienced enough to know that you just can't jump in...take your time and think about it again, what you want to do and write it out for yourself. Remember customers think they know what they want and now you have to give them what they can have. (meridian Mail Administration manual/Voice services)
Good Luck!!

Kalahary-Harry

Using basic ACD means that if you want different call treatment for different calls, each one requires their own ACD-DN or "service" on MMail.
But as telcomatt points out, in the absence of any thing that uses your PBX's high speed link, a feature you require won't activate, namely MQA - although I may be wrong, if you're still on MMail 8, your PBX software may also be some what older than what I can remember.

If you can put something on the HSL and get it live, you can activate your MQA - if you have that package. That would allow you to CALL a different ACD from your auto attendandt menu, but since your agents can all log into multiple ACD's, they can all (or some) get those calls, however each call will receive the treatment specified by the ACD it is presented to (ie "press 1" can OVDN after 120 seconds to off site, "press 2 can OVDN to ACD 1 after 30 seconds and so on, different NCFW).

As a starting point, your reservations number should be a DNIS, from there on you can convert the DNIS to another DNB (ie the voice mail ACD, or a unique ACD-DN with NCFW to voice mail), then once MMail is presented with the call, it needs to know what to with it. I will look at the calling digits, you may then first route the call via a time of day control menue, afterwards re-route it to an auto attendant, where each option calls an ACD which in turn receives a unique further treatment.
Your options on MMail are a bit limited, in other words you have to go step-by-step, at each step you have to define what the next step(s) should be, then move on .. .. .. until you eventually reach an agent (not that this helps you, but with Call Pilot you can build multiple steps into one application... nice).
Then you must ensure that the correct calling number is defined in the MMail's voice services DN table as knah points out, also making sure that you have a corresponding entry on the PBX side that can receive and further "process" the call.

Using basic ACD is not as complex as it sounds, best is to take a clean sheet of paper and start sketching your desired call flow on it, at each step you determine if you need an ACD-DN on the PBX, what it's purpose is (ie NCFW to external number, or NCFW to voice mail, or an ACD where agents are logged into), and what you need to configure on the PBX and/or MMail for the next step. At the end, you will have all your boxes, which can be given DNB numbers and MS / TOD numbers etc.
Once the flow makes sense, go on and start configuring. If at all possible, do a back up of your PBX and MMail before you begin, and again after you're done.