Mitel Forums - The Unofficial Source

Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: JasonTL on July 24, 2018, 05:24:02 PM

Title: ACD hold time notification
Post by: JasonTL on July 24, 2018, 05:24:02 PM: Mitel 3300 8.0 SP3 software load 14.0.3.19

We are currently using ACD queues for our call center. I have saw with a couple other PBX customers that they have a notification by email when the hold times reach 10 minutes. I cannot find anything related to this for the Mitel 3300? Do you guys know of any type of notification by email for hold times?

Thanks
Title: Re: ACD hold time notification
Post by: ghost on July 24, 2018, 07:44:41 PM: Im not aware of anything with the Mitel controller, the most you can do is have a button that flashes and rings

If you want email notification you would need to look at using the Mitel Contact Centre, you can set alarms that colour the call in the application, play a sound, display a pop-up, bring the application to front and send an email, all based on a list of possible variables
Title: Re: ACD hold time notification
Post by: JasonTL on July 24, 2018, 10:16:29 PM: I believe they have micontact center. Can you use these functions while still using the PBX ACD groups? I am not very familiar with the Micontact center setup. Thanks for your reply.
Title: Re: ACD hold time notification
Post by: ghost on July 24, 2018, 10:43:22 PM: MiContact Center doesnt actually queue the calls, it just provides a user interface and reporting tool to the ACD on the Mitel Controller. So yes, you can use MiCC for ACD paths on MiVB

the only time MiCC takes control of a call is when it is been used for IVR routing
Title: Re: ACD hold time notification
Post by: JasonTL on July 25, 2018, 02:39:57 PM: I have found the ACD queues listed in YourSite Explorer. I found the queue we need to add the notification. That looks ot be the correct place, but I do not see any field to add notifications or email addresses? Can you point me in the right direction? Thanks againm for your help.
Title: Re: ACD hold time notification
Post by: sarond on July 25, 2018, 08:20:26 PM: You have to program it in Contact Centre Client.

When in the realtime monitor for the queue, right click in the windows and "Set Alarms"
Here you will set your thresholds on what event you want to monitor and the action you want to take when that threshold is met.

The problem will be that the real-time monitor must be running for the actions to take place so you can't set your alarms and then close the client or the profile for that matter.
Title: Re: ACD hold time notification
Post by: ghost on July 25, 2018, 08:45:56 PM: as Sarond said, the Contact Centre Client needs to be running with monitors loaded

My recommendation is if you have a wall board displaying queue stats, set the alarm on this as it will be running all the time
Title: Re: ACD hold time notification
Post by: JasonTL on July 26, 2018, 09:41:34 AM: I got it working, thank you for the help.
Title: Re: ACD hold time notification
Post by: Ericlaracuente on July 26, 2018, 10:50:43 AM: OP, what you are looking for can be accomplished via MiContact Center, but you must have InQueue Workflow to get it done.