Queueing calls on hold to available agent

[mgj]

Our company would like to have calls go to an informational on hold message when all agents are busy. Is it possible to have those on hold callers queue to an agent as soon as they become available, without waiting for the message to finish?

As usual any help is greatly appreciated!

 

[AvayaHelp]

01 queue-to skill 1st pri m
02 goto step 9 if staffed-agents in skill 1st = 0 (in case none is logged in)
03 announcement 2532 (All agents are busy, please hold...blah...blah)
04 wait-time 30 secs hearing music
05 collect 1 digits after announcement 2543 (All Agents are...leave a vm message press 1...) for none
06 route-to number 2125 with cov y if digit = 1
07 goto step 3 if unconditionally
08 stop
09 route-to number 2125 (vm box number) with cov y if unconditionally
10 stop

This example will have the call queue to the Skill until an Agent becomes available. The call stays queued so the message is played with music etc in a loop until an Agent is available. Hope this was what you were looking for.

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[mgj]

So the call will queue as soon as the agent is available, even if it were mid message?

 

[AvayaHelp]

Yes because the request on step one queues the call immediately. If no agent is 'Auto-in' available, then the PBX will execute step 2, 3, 4 and so on but still keeping the call queued until an Agent is back in 'Auto-in' state to answer the call, then the call stops cycling through the vector and gets answered.

If no Agent logged in with the skill needed to answer the call then I have added step 2 to send it to a generic Skill that all Agents are assigned regardless. This ensures the call is answered some where and not simply lost in a black hole.

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?