Hello all,

We currently support TTY services for one company and are going to be taking over support for a second. Space and resources are limited. So, since the volume will not increase significantly enough to warrant an additional device, we are looking into having both companies TTY calls route to the one device.

We have run into a couple snags, and would appreciate any assistance anyone can render. The first a problem with audible ringing. We have connected the TTY device to an analog Aspect Teleset so the name of the company can be displayed when a call comes in. This way we are able to properly greet the customer and know which procedures to follow when assisting the customer. The problem is that the phone does not ring when a call comes in. Our associates are sometimes several rows away when a call comes in, and we need it to ring loudly to alert them of a call.

We had it working one day in our production area, but only if the TTY was turned on. Turning it off caused the phone not to ring. We brought it down to our test area and plugged it in to figure out why it didn't ring when the TTY was off, and now it doesn't ring at all.

Another issue we have is that we want to allow the ability for the customer to leave a TTY message if they are holding for more than 45 - 60 seconds. We have figured out how to route them to a messaging area so they can leave a message. What we haven't figured out is how to retrieve those messages using the TTY device.

We are using a ROLM 9751 PBX and Aspect CallCenter. To be able to do the routing we want through an analog phone (TTY's are analog), we have to use an admin account. The TTY is plugged into an Aspect TeleSet through an analog line.

If anyone has had experience setting up multi-company TTY lines routing and message handling, we would appreciate any assitance or direction you can provide.

Thank you all, in advance, for any assitance you can render.

Sincerely,

Sean McKinnon
SGTS Network Operations

TTY is a new one to me what is it please?

TTY stands for TeleTYpewriter. It is used on communicating with the hearing impaired.

--Sean

Here in the 'States this is referred to as a TDD- Telephone Device for the Deaf. I implemented one awhile ago using Analog lines and DID recognition. We were not using the Aspect System to direct it through though. Do you have multiple TTY devices, or just one? (What is the reason for using the ACD system?)

P.S. I found an interesting page on the origin of these devices, in case anyone is curious: http://www.amrad.org/hex/hex_tty.htm

Marianne,

Thank you for your post. We currently support the TTY service for a major catalog company and are getting ready to take over TTY service for a sister company as well.

We already support regular calls for the sister company. What we are trying to do is have both companies TTY calls come in and get routed by the ACD to one device. But we need it to come through so that we get similar prompts as our regular calls to let us know which company the customer is contacting so we can greet the customer appropriately.

We have now found a way to have them come in this way. Now our problem is that the admin phone group we set up for it goes into a Do Not Disturb state automatically, which causes the phone not to ring out loud notifying us of a call. We can bypass this mode by periodically dialing *2 from the phone attached to the device. But after X minutes it goes back into that mode, and an Associate must dial *2 again to take it out. This is not productive to have to monitor the line for this mode. We are trying to find out what the time-out is for it.

Anyone have any ideas of what the time-out would be, or even a way to completely disable this mode for this particular line?

Thanks,

Sean McKinnon
SGTS Network Operations

What version of Aspect's ACD are you using?

Sean,

orry, I don't pop into these forums regularly enough and to top that, I have misplaced my old log on details so had to create another one!

I had a similar challenge with one of my clients, British Airways World Cargo (just thought I'd throw that one in! ;o) )
It's probably too late and you already have the answer, but here goes anyway:


1 - The Admin phones use the same system wide ring setting as the Telesets.
This is found in (Rel7+) in the Systems Administrator/tools/management/operations details - maximum number of rings is 10.
I suspect that this is not the answer you are looking for though.


2 - To stop the admin phones timing out, you need to change the routing.
Using the 'select admin group' step in the CCT will cause the phone to go into the do not disturb mode after the maximum ring time has been exceeded (see '1')

Instead use the 'select extension' step - if the phone is not answered within the max ring limit, the step follows the 'no answer branch' - you then loop this back to itself (i.e. to the same 'select extension step') - This method will cause the phone to ring until picked up or the call abandoned, albeit with a curious blip in the ringtone whilst the timeout occurs and the loopback takes effect.

Of course this method takes away the advantage of queuing calls to longest available agent, etc., that the 'select group step' offers. You can however cascade the call to other Admin phones by routing the the Busy (on a call) and Vacant (Do not disturb) branches to other extensions or groups.

Hope this helps,
Richard

Richard,

Thank you for the info. We did finally solve the problem a couple of weeks ago. Turns out it was a problem with the CCT after all. I do appreciate your response with such detailed and accurate info.

--Sean