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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: bathcentre on April 12, 2011, 12:46:53 PM

Title: Answer when busy, announce and place on hold
Post by: bathcentre on April 12, 2011, 12:46:53 PM

Hi, with the 3300, we would like to set it up so that if a call to the main reception phone isn't answered after say 5 rings, a short message is given to the caller and then they are placed on hold. I don't know if we have a Recorded Announcement Device (RAD) or not, but I suppose we could get one if necessary, whatever it is - or upload a digital file to the system somewhere (preferred). Is this feasible?

PS - any chance of the Captcha system on this site being made a little bit more legible?

Thanks.

Title: Re: Answer when busy, announce and place on hold
Post by: brantn on April 12, 2011, 01:20:10 PM

Yes there are several ways to do this look in the help files at ACD/ACD Express and RADs. This will explain the programming to you.

Title: Re: Answer when busy, announce and place on hold
Post by: ralph on April 12, 2011, 02:39:22 PM

What type of phone do you have for the receptionist? 
53xx?   5550?

Ralph

Title: Re: Answer when busy, announce and place on hold
Post by: bathcentre on April 13, 2011, 04:17:07 AM

Hi - thanks for your question: it is a 5224, dual mode.

I have looked at some help files, but don't find them very helpful. I'm not all that familiar with the system or the terminology. I don't see anything called 'ACD' in the alphabetical index (on sysadminhelpmain.htm). It took an hour just to find out what 'RAD' stood for... I think the term 'help' with those files is a bit tongue-in-cheek. :-)

I'm familiar with the system up to the point of doing basic changes to extensions (assigning functions to the buttons, and I've recently updated the music on hold), but that's about it so far.

2 attempts to get past the *!** Captcha so far... Third time lucky?

Title: Re: Answer when busy, announce and place on hold
Post by: ralph on April 13, 2011, 08:52:49 AM

Actually, IMHO, the Mitel help files are some of the best in the industry. 

For a 5224 I think the best bet may to be add a series of unique keys on the phone, put them in a terminal hunt group and then add a RAD to the hunt group.
I'd suggest getting some help from your vendor on this.   There will be a lot to go through.

Ralph

Title: Re: Answer when busy, announce and place on hold
Post by: brantn on April 13, 2011, 11:24:32 AM

Agree with Ralph on the Help files if it is hard to find the information you are looking for I would contact a Mitel dealer to help on the programming of the system and have them go through it with you to have a better understangind that way you can support it next time. And yes as I stated there are many ways to do this ACD, Hunt Groups, Call Rerouting on and on.

Title: Re: Answer when busy, announce and place on hold
Post by: Chakara on April 14, 2011, 01:38:22 AM

  It is likely that the solution is ACD (Automatic Call Distribution).  Not simple programming for a Mitel novice, but functional.

-Chak

Title: Re: Answer when busy, announce and place on hold
Post by: bathcentre on April 14, 2011, 07:43:53 AM

Hmm... OK, thanks for that... I could see it was going to be complicated - I guess I was right!

OK - maybe the help files aren't *so* bad - I've seen worse, for sure. But perhaps they assume some training.

Bye