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Author Topic: SL 1100 Is ACD my best choice here ?  (Read 2081 times)

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Offline Skip555

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  • Location: Sarasota Fl
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SL 1100 Is ACD my best choice here ?
« on: January 30, 2016, 05:49:40 PM »

customer is small dental office 3 incoming POTS lines , 3 people who answer . Occasionally they are  unable to get a call right off . Dr wants unanswered  calls to go to QUE with hold message . Looks to me like the only way to do it with  message is with a ACD group .

Is there a better/ easier way ?

the issue I see with ACD is the ringing longest idle extn first. 

answer group  is two receptionist then office manger so ideally it shouldn't ring the manger  I don't see a way around this
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Skip

...Serving SW and West Central Fl since '84

Offline Keighlar

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Re: SL 1100 Is ACD my best choice here ?
« Reply #1 on: January 30, 2016, 06:13:40 PM »
ACD is certainly the "perfect" way to do it. The other way to accomplish this with such a small office, which I have done in the past, is to have the call ring in to a Virtual Extension.  Put an immediate cover key on the two Receptionist phones and a No Ring Cover Key on the Office Manager's phone.  If there's no answer, have the caller hear a message (in the VE mailbox, set up as a group mailbox) to press 1 to leave a message or remain on the line to continue to hold.  The Group Mailbox is set up for routing with the time-out action to ring back to the VE.  It's less elegant, but it will get you there.
"And once the storm is over, you won't remember how you made it through, how you managed to survive. You won't even be sure whether the storm is really over. But one thing is certain. When you come out of the storm, you won't be the same person who walked in. That's what this storm's all about."―Haruki Murakam

Offline Skip555

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Re: SL 1100 Is ACD my best choice here ?
« Reply #2 on: January 31, 2016, 02:52:14 PM »
Thanks Stacy , I figured ACD was the way to go . your solution is interesting and I may try that if they aren't happy with the incoming ring . I cant see where it would overflow often with three people handling 3 lines but its a new customer and I don't have a real feel for how things flow

I always like  to have a plan B
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Skip

...Serving SW and West Central Fl since '84

Offline Keighlar

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Re: SL 1100 Is ACD my best choice here ?
« Reply #3 on: January 31, 2016, 05:32:09 PM »
No problem.  If I can help at all - just let me know.  Good luck!
"And once the storm is over, you won't remember how you made it through, how you managed to survive. You won't even be sure whether the storm is really over. But one thing is certain. When you come out of the storm, you won't be the same person who walked in. That's what this storm's all about."―Haruki Murakam

Offline Skip555

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  • Location: Sarasota Fl
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Re: SL 1100 Is ACD my best choice here ?
« Reply #4 on: February 15, 2016, 05:40:30 PM »
I' m still playing around with this , I think your solution is the better/simpler way to go ,I've got it set up except I don't see how to  set up the group mailbox for routing . what am I missing ?

I think I just found it ..stay tuned
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Skip

...Serving SW and West Central Fl since '84

Offline Skip555

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  • Location: Sarasota Fl
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Re: SL 1100 Is ACD my best choice here ?
« Reply #5 on: February 15, 2016, 06:33:59 PM »
looking good , it just needs a few minor tweaks . I do think for this application its going to be a better approach than ACD

Thanks Again Stacey
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Skip

...Serving SW and West Central Fl since '84

Offline Keighlar

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Re: SL 1100 Is ACD my best choice here ?
« Reply #6 on: February 15, 2016, 08:24:30 PM »
Excellent.   :054:  Let me know if there's anything I can do.
"And once the storm is over, you won't remember how you made it through, how you managed to survive. You won't even be sure whether the storm is really over. But one thing is certain. When you come out of the storm, you won't be the same person who walked in. That's what this storm's all about."―Haruki Murakam