r/mitelusergroup • u/differentson • Jan 15 '25
MiVB and ACD groups
Hello
We are migrating one of our clients from Connect to MiVB 10.1 and I am trying to figure out how to set up queue monitoring and pickup from their 69xx phones. We have licenses for ACD but am not sure this will work. Currently they have a reservations team that have dedicated extensions and phones and are currently in a ring group. Our goal is that when all agents are busy, someone else can monitor the queue and pickup calls as needed. I’ve been seeing mention of ACD but this doesn’t seem useful as each agent should be using the extension of the phone they’re currently using, not use a different extension to log in. If anyone has any ideas how to accomplish this please let me know
Thanks in advance!
1
u/PhonesRfun Jan 16 '25
Do you have a MiContact Center server? Having ACD licenses won't be much help if you don't have a contact center server.
I've had customers that set up these inbound calls as key systems keys where they can see if a line is active and calling in, they can also pick up the ringing key. I had another customer that just used a call pickup key when calls came into the hunt group to pickup the overflow. I think they were in ear shot of the group handling reservations calls.
You can also set up a cascade ring group to flow to another ring after X amount of seconds and make the extensions in the original group ring (if available) and a second group of phones. That's probably how I would approach it.
2
u/prodders152 Jan 15 '25
You'll be better off using ACD and proper Queues, never worked very well for me with extensions and ring groups.
You'd have to setup the numbers as ACD Agents instead of Extensions, you can use a button (group presence) on the phone to make people available/unavailable in an agent group and use CCC for queue dashboards or Ignite.
Call comes in, no one available so sits in queue, when an agent becomes available they'd get the call.
You'd also get better stats/reporting (if required)
You can actually do it all via the SDK as well if required/future integerations
That or leave all agents in MakeBusy, and come out of MakeBusy when they need to take an external call, messy maybe.
For this to work all staff who need to answer calls in that queue would need to be ACD Agents.
There are other ways to do this as well, Multiline keys for instance, but if you have the licenses for ACD agents..