ACD Ring tone - Mitel 3300

[test_bench]

Hi All,

We have a Mitel 3300, Release 8.0 UR3.

We have Agents logged in and have an inital greeting (via RAD) and then Music on Hold. The current scenario is this:

Incoming call: Initial RAD Greeting played, then straight to Music on Hold (while an agents extension is ringing). Agent answers call and calling party goes straight from Music on Hold to agent talking.

What we would like is:

Incoming call: Initial RAD Greeting played, IF agent available, whilst ringing at the agent extension, calling party hears ringing tone. IF NO agents available caller hears music on hold until agent available and then whilst ringing at the agents extension, the calling party hears the ringing tone.

So, to simplify, if the agents extension is rining, we would like to calling party to hear a ringing tone, else hear music on hold.

Any help would be greatly appreciated.

Thanks,
TB

[ralph]

The way the Mitel ACD works is this: The caller will hear ring tone until the rad plays.  Once you play the rad the caller hears MOH until a second rad plays, an agent begins to ring or you interflow somewhere else and a device begins to ring.  There isn't a way around this.

A standard ACD set up would wait 15 to 24 seconds before the 1st RAD answers.  This gives time to answer if an agent IS available.  That means the only time the 1st RAD would play ONLY if an agent was not available. 

A common requirement is to have a RAD play before the call is presented to an agent in order to give the caller some information then xfer out to an ACD group.   If you do this with an ACD queue and a RAD it still Queues the call so ringing is not heard.  If you need to do that and have ringing heard, best to do it via VM.   I'm sure it could be done via some rather bizzar programming but it would be a pain. 

Ralph

[test_bench]

Hi Ralph,

Thanks for your reply.

What is your recommendation for using VM to achieve this? How would we go about setting this up?

Thanks,
TB

[ralph]

Depends on what VM you have.  In general, forward the number that is dialed to VM.  Set up a "Greet and Xfer" mailbox to answer the call, play the message and then transfer out to the ACD path.   I'm pretty sure this will require you to redesign your ACD paths and your ACD reporting package will be affected.   (Do you have Praire Fyre or Taske?)
Best to diagram it out so you understand each step of the way.

Ralph

[v2win]

You could play a RAD that has ring tone recorded on it.

[test_bench]

Thanks guys, I will give it a shot..

[ralph]

Be sure to let us know what you ended up doing and how it worked out for you.

Ralph

[test_bench]

Will do, thanks.