Example 6 - Create an ACD (automatic call distribution) group for support personnel to provide a single point of contact for customers. Records inbound calls

user requirements

I would like to setup a support line for my customers to contact my support personnel directly. I do not want my support staff to have to be at their desk in order to respond to these calls and to make matters worse they are spread out over several offices so I would like a system that will find them wherever they are.

I would like to record the content of the support conversations in case there are any subsequent problems. I would also like to run this service on a £1 per minute premium rate line so that the calls pay for themselves.

step-by-step set-up instructions

This example is based on the Callagenix Group Divert service.

It introduces the concept of extensions and extension groups and uses mailboxes to store call recordings.

1. From the Services menu, create a service of type Group Divert - call it something like Support Group.
2. Edit the Welcome prompt for the Support Group to say the message you wish to provide. Typically this should say something like 'Thank you for calling A B C Support'.
3. Edit the Divert Preamble prompt to say something like 'Transferring you to the support group, please hold...'.
4. Edit the other prompts in the service to provide the information you require .
5. Edit the Call Answer properties to reflect your requirements. In particular setup a mailbox (as described in Example 3) and select it under the option to Save Recordings into mailbox.
6. From the Accessories menu select the option to Create new Extension Group. Give it a name like Support Personnel and set the distribution mode to be Priority in Group.
7. Once the group is created you will be taken to the Edit Extension Group screen. From this screen you should ensure the following:

• Logon Required is ticked on.
• Action if not Connected is set to Hold in queue and retry extensions.
• Default mailbox is set to Support Group Mailbox (create one if it does not exists - this can be the same as the one used to store recordings but as a general rule it is better to use a separate one).

8. Once you have changed the group details you can then add an extension for each of your support personnel. Click the Add New Extension link and set the name and telephone number. Once you have clicked on Create Extension you will be taken to the edit extension screen. For each extension you create you should ensure the following:

• CLI for Extension is set to reflect the telephone number of the extension. If you do not know the CLI then a tip is to set up a test information line and get each of your extensions to call it. Look at your reports by service for the test information line and the CLI for each extension will be displayed.
• The Extension Priority setting is set to a relevant value. As the calls will be distributed using this value you should set this value to a higher number for those extensions that you wish to be called first and to a lower number if you do not want them to be called until the last resort.
• The If Busy and If No Answer options are set to Menu Prompt.
• You can set up individual mailboxes for each extension but as we have already set one up for the group there is little to be gained.

9. When all of the extensions have been setup (you will need to set up individual extensions for a persons mobile and desk phone if they may be contacted on both). You should then return to the Edit extension group screen and Tick the Add box for all required extensions under the Available to Add setting in the extensions section. Click on Update Extensions and the extensions will be added to your Support Personnel group.
10. Once this is complete you are now able to test your service. Because we have set the Logon Required flag for the group however, calls will only be diverted to extensions which have declared themselves available by logging on. They can do this either by logging themselves on via the web (click on the logon link for the extension under the extension group) or by calling the Extension Logon service (this was created when you created the Extension group) and entering their Authentication PIN.
11. As per usual you should test and amend your service as you require until you are satisfied. Once complete go to the section on Making your service live and follow the instructions to get the relevant number and operating vouchers.
12. In our example the customer required the support line to operate on a £1 per minute rate. At present, although the Callagenix services are able to run on any valid rate, ICSTIS (premium rate governing body) rules require that a live support service be approved by them in writing in advance. Consequently Callagenix would need to complete the allocation of the number to the customer after getting approval from ICSTIS.

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