Call routing scenario possible?

[Shad0wguy]

I was asked to implement a call routing scenario for our customer service hunt group, and I want to be sure it is possible before I start. Currently calls go to a hunt group, and if all lines are busy on the hunt group the call goes to an overflow, and if the overflow is busy it goes to voicemail. What I need to do is for the calls to route the same, but instead of going to voicemail they enter a queue. And while in the queue, every minute or so, I'd like an announcement to be made that lets them press a button to leave a voicemail or simply continue to hold.

I am certain this is possible, but not sure where to start. I assume it would involve new entries in voicemail pro. Any help would be appreciated.

 

[Greybeard191]

you need to create queued and still queued start points for the FIRST group in VM pro, and then build a breakout piece attached to that (menu with timeout to a generic next, 1 goes to leave mail, as an example).

You need to uncheck synchronize calls, or the breakout won't work.

Timers on the announcements for the first group need to be fiddled with keeping in mind the overflow to second group etc.

GB

 

[Shad0wguy]

How does the breakout work? Does the system just know to look for Queued and Still Queued entries in VMPro? And the breakout is attached to still queued?

I'm pretty knowledgeable with IP Office, but I'm still learning VMPro, so please forgive any dumb questions.

 

[Shad0wguy]

Actually, I think I understand it now that I've worked with it. The 1st announcement is queued, and the second announcement is still queued, correct?

 

[intrigrant]

Yes, and do not set "normalize queue" as it will break the still queued call flow.

A simple mind delivers great solutions

 

[hairlessupportmonkey]

If you transfer back into the queue from the menu time out, use $ACD as your destination - this puts the caller back into their slot / position in the queue.

ACSS - SME
General Geek

 

[Shad0wguy]

Hmm, I don't seem to have $ACD as an option in the transfer destinations. I see $POS and $QPOS which both have "position of caller in the queue" as their description. Which would be appropriate?

 

[Shad0wguy]

Scratch that, I just entered $ACD manually and it seems to work. Looks like I have all the info I need to implement this. Thanks everyone for all the help!

 

[IPGuru]

$ACD is a throwback to the dark ages (Network Alchemy) & no-longer required
Do not transfer back to the queue simply leave the timeout action (and any others you want to re-queue) without a connection & the IPO will automatically keep the call in the correct position.


A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[intrigrant]

@hairlesssupportmonkey, youre nold only hairless but you're getting oldas well
$ACD shouldn't be used since release 2.1, do as IPGuru says, leave the cal flow open and the caller will stay in the queue on the original position.

A simple mind delivers great solutions