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Hi, my company uses one main Auto Attendant for the entire org. We then have ring groups & call queues pointing to smaller departments like Accounting & Sales. For Support, we use the VCC but have to configure a ring group to forward the calls to the VCC. Wondering if there's a better way to manage this. We're adding new product lines with different open hours & also needing set up after hour call queues based on the product. Any advice?

Hi Carla,

I would suggest that you would want to use the VCC features more, and use the scripts features to transfer calls back to your existing calls and ring groups. The advantages are that scripts have much more configurable features, and you also get additional details in the VCC for Analytics, where as Analytics for Work doesn't have the same reporting functionality. 

If you have a main number that goes into VO Auto Attendants, at some point you would have to create that number as a VCC channel. However if you've built up an existing VO script that is a "press one for accounting and sales" you can recreate that in VCC and point that through to the ring group/call queue's main telephone number. Unfortunately there's not a link between the VCC and the VO system as a lot of people would like, so you effectively have to transfer the number out of the VCC into the VO, but if all of your channels are managed in 8x8 then it's not too much of an issue.

The great thing about doing it this way is that it has no impact on your end customer; you can use a temporary number to test all of the changes, and then when you are happy, make the main number a VCC channel, point it to your main VCC script, and it's all sorted. You can also move small bits at a time, rather than having to do it all at once. 

Hope that points you in a direction of travel that might help.

Nick

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Nick Braithwaite
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