Mitel Forums - The Unofficial Source
Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: sunspark on December 05, 2017, 11:22:54 AM
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Hi ;
i just want to know how you are doing to make an acd work in resilient mode.
I have two Pbx in cluster/resilient. the goal is to operate my "workflow" when I switch to the second PBX .
i have DID +1xxxxxxx --> 2*60 (phantom extension) call rerouting always to :
12 : day
11 : night 1
10 : night 2
Route 12 --> acd path 1*111 ---> interflow 1111 (Nupoint mailbox call flow)
Route 11 --> acd path 1*222---> interflow 2222 (Nupoint mailbox call flow)
Route 10 --> Accd path 1*333--> interflow 3333 (Nupoint mailbox call flow)
Everything works when i'm connected to the first Pbx.
but if i shutdown Pbx 1 how can i make it works ? because Acd path are not resilient .
Any best practice will be appreciated
Thanks.
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Do not know if this has been updated recently.
Hi , do you have answer ?
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Acd paths as you have discovered can not be made resilient so you will need to make a second set and create a method to direct the calls appropriately
create corresponding acd paths on the second controller
make a hunt group on the first controller resilient to the second controller
setup call reroute on each hunt group to the corresponding acd path on the first controller, then set up call reroute 1st alt to the corresponding acd path on the second controller
You can adjust to suit your requirements
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Acd paths as you have discovered can not be made resilient so you will need to make a second set and create a method to direct the calls appropriately
create corresponding acd paths on the second controller
make a hunt group on the first controller resilient to the second controller
setup call reroute on each hunt group to the corresponding acd path on the first controller, then set up call reroute 1st alt to the corresponding acd path on the second controller
You can adjust to suit your requirements
Hi Ghost ,
You can't put an Acd path in a hunt group "Members must be stations or broadcast groups"
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Hi Sunspark
you dont add the ACD as a memember of the Hunt group, you setup a call reroute on the hunt group number to the ACD path
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Hi Sunspark
you dont add the ACD as a memember of the Hunt group, you setup a call reroute on the hunt group number to the ACD path
Hi Ghost ,
Maybe i was not clear , i have 3 acd path.
Attached the design.
if you have a solution i will appreciate.
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Sunspark,
I haven't done anything with ACD yet, but couldn't you just export the ACD Path out of your first controller and import it into your second controller? Your phantom extension wouldn't know the difference after it has failed over so everything should work the same. The agents would have to log into the new one the same as the old one and when they fail back over they would need to do it again, but I don't see how they wouldn't have to do that in any scenario if the path doesn't fail over.
Thanks,
TE
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Sunspark,
I haven't done anything with ACD yet, but couldn't you just export the ACD Path out of your first controller and import it into your second controller? Your phantom extension wouldn't know the difference after it has failed over so everything should work the same. The agents would have to log into the new one the same as the old one and when they fail back over they would need to do it again, but I don't see how they wouldn't have to do that in any scenario if the path doesn't fail over.
Thanks,
TE
Hi Teck ,,
1.I don't have any agents.
2. you can t use the same acd path in two nodes in the same cluster.
3. i use acd only to route the call the right destination.
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Sunspark,
As I am now confused as to what you are really trying to accomplish I think I will step out of this one. I don't know why you would create an ACD Path if there aren't any agents to answer those calls.
I hope that you find a solution to your problem.
Sorry,
TE
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Sunspark,
As I am now confused as to what you are really trying to accomplish I think I will step out of this one. I don't know why you would create an ACD Path if there aren't any agents to answer those calls.
I hope that you find a solution to your problem.
Sorry,
TE
What i try to do is vey simple.
I have did 02xxxxx and i want to rout it to 3 diffrentes mailbox(call director with multiple choice menu) day. Night1 and night 2.
So i create phantom extension and i put my 3 mailbox in 3 acd path. That all.
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What is the requirement that leads to three different mailboxes?
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What is the requirement that leads to three different mailboxes?
Mailbox 1 = day message + IVR + multiple choice menu with diffrents destination ( blink transfer)
Mailbox 2 = Night 1 message = our offices are currently closed .....
Maibox 3 = Night 2 message = our offices are exceptionally closed .....
So my configuration
Did --> inward dialing to a phantom extension --- > then according to the mode D, N1, N2 -> Acd path 1 for day, acd path 2 for Night 1 , Acd path 3 for Night 2 -> on each acd I put the number of the mailobox that corresponds to my message
It works , but i want to do the same thing in resilient mode.
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Sunspark,
Why do you need to use an ACD Path for this function? It would never had entered my mind to even try to do it that way for your scenario.
What would be the pros and cons of doing it that way?
Why not just use a Trusted Device Phone, which can be resilient, and then route them to the correct mailbox?
Of course I may be making a bad assumption, but if the Voice Mail system isn't a NuPoint it may not allow for Alternate Numbers; in which case the above may not work.
Thanks,
TE
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Sunspark,
Why do you need to use an ACD Path for this function? It would never had entered my mind to even try to do it that way for your scenario.
What would be the pros and cons of doing it that way?
Why not just use a Trusted Device Phone, which can be resilient, and then route them to the correct mailbox?
Of course I may be making a bad assumption, but if the Voice Mail system isn't a NuPoint it may not allow for Alternate Numbers; in which case the above may not work.
Thanks,
TE
Hi tech ,
because if you don't use ACD path ( rerout to mailbox) you dont have the Day , Nighr1 , Night 2 message but instead --> welcome to message center.....
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Sunspark,
That is only if you send them directly to the VM Hunt Group if you send them directly to a Call Director Box then it would play the Call Director Message.
Thanks,
TE
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Sunspark,
That is only if you send them directly to the VM Hunt Group if you send them directly to a Call Director Box then it would play the Call Director Message.
Thanks,
TE
No , when you send them directly to Mailbox you have the welcome to messag center
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Sunspark,
I am not sure how you have it setup to play Welcome to Message Center, but I just tested it on the system I am working on and I get the Call Director Message every time I route calls to the phantom that is Call Rerouted Always to it.
I think this may come down to a fundamental difference in how systems are setup, but since I hardly know the 3300 and/or NuPoint I can't be that confident with that answer.
Thanks,
TE
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Sunspark,
That is only if you send them directly to the VM Hunt Group if you send them directly to a Call Director Box then it would play the Call Director Message.
Thanks,
TE
No , when you send them directly to Mailbox you have the welcome to messag center
The whole point of Call Director on the Mailbox is that you can have schedules, play different messages according to the schedule, and transfer the call to different targets as per your schedules.
If it's saying "welcome to message center", it just means you haven't configured Call Director from the default action which is "send to message center".
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Sunspark,
That is only if you send them directly to the VM Hunt Group if you send them directly to a Call Director Box then it would play the Call Director Message.
Thanks,
TE
In my case i send them to call director box ,but i have welcome to message center
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Create a full callflow in Call Director to check schedules and route calls as per the schedules instead of leaving it on the default action which is sending the call straight to the message centre.
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https://<MiCollab_server>/npm-admin/WebHelp/np/np/calldir/about_the_call_flow_page.htm
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https://<MiCollab_server>/npm-admin/WebHelp/np/np/calldir/about_the_call_flow_page.htm
Hi Vince ,
my Customer doesn't want to use scheduler :-)
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How are you getting the call from the ACD to the Voicemail?
I believe you must at least interflow the call for 1sec. Don't use path unavailable.
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How are you getting the call from the ACD to the Voicemail?
I believe you must at least interflow the call for 1sec. Don't use path unavailable.
Yes interflow 1s
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https://<MiCollab_server>/npm-admin/WebHelp/np/np/calldir/about_the_call_flow_page.htm
Hi Vince ,
my Customer doesn't want to use scheduler :-)
NuPoint Call Director has nothing to do with scheduler.
What your customer apparently wants is different messages depending on the time of day, which is exactly what Call Director can do for you, without any byzantine ACD complication.
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I agree but customer wabt tu reach days, n1, n2 manually not with scheduler. If the operator need to work more than specific hours...