Vg To Handle Every Other Call Others To Pbx?

[yanky]

How can I get calls from VG to our PBX with/without dialer?

 

It has been requested of us to have every other call handled by VG and others to our call center. We have worked with our carrier and they really can't help per T1. So if we get 24 can go to VG, then next 24 can go to call center, but if we only get 10-20 calls, they will all be going to VG.

 

We have an Inter-Tel Axxess system. We need one call to be handled by the ivr and the next over to the PBX. We could probably get the dialer and per the script, call back out to our 888#. Or can we put a 3rd dialogic card in the system and cable directly from dialogic to T1 card in our pbx?

 

Any other options? We may be handling 100+ calls at a time.

 

thanks,

yanky

[SupportTeam]

Probably the best solution would be for IVR to just send out the alternating 24 call block back out on another T1 to the PBX and the call center.

(and then handle the other 24 call block internally).

 

Best to use a Global RV and just increment it every time a new call arrives. Count from 1 to 48 in a loop and if counter is <=24 do a "Dial and Conference" (tromboned) transfer to the PBX and into the Call Center and if counter >24 then handle call internally.

 

Note that Global RV can be 'seeded' in VG.INI. (Section [script], label "GlobalRV") so it has a value assigned to it at system restart. eg. To preset to value to a "1" use:

 

GlobalRv=[CallCounter]{1}

 

Another place to store the counter is in your database, but that would mean an additional database access for every call.

 

If you have any problems with getting this working please post your script here and we can assist in getting the scripting right.

[yanky]

Thanks for the reply. Our carrier just got back to us and said they can do some kind of 50/50 allocation.

 

I will keep you solution in mind if the carrier doesn't come thru..

 

thanks,

yanky

[yanky]

Our VG is working fine... We don't have the two connected at all because we don't need to provide that 50/50 call situation.

 

Now we may need to go from the PBX to the IVR. We can do some call FWD back across the T1 but that would tie up a channel.

 

Has anyone have any experience with Inter-tel PBX and the IVR, hard wiring? or another solutions? We want the caller on the PBX to be able to press "0" which brings the call to the VG IVR.

 

Any ideas?

 

BTW, sorry for the directly above empty reply.

[SupportTeam]

The connection from IVR to PBX can be made using either Analog or T1 (or E1) lines. What capacity do you need for calls going between the two? Sounds like you would need a T1 line link between the IVR and PBX.

 

It's no problem to make a T1 connection between the PBX and the IVR. From both PBX and IVR's point of view it's just like any other T1 connections. You just need to add a T1 Dialogic card to the VoiceGuide server and add more VoiceGuide licenses to the system.

 

What ISDN protocols does this PBX support on the T1 connections?

[yanky]

Our T1s cards are configured as:

D4 AMI, Super Frame, EM, Wink Start, DTMF

So I should be able to add a T1 card into both and connect directly? As long as the VG PC Dialogic card is configure to handle, the handshake should work?

thanks,

yanky

[SupportTeam]

D4 AMI, Super Frame, EM, Wink Start, DTMF

That's a standard Robbed Bit type setup. Dialogic will work fine with this.