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Not able to set waiting options when call is not picked by agent

Hello Experts,

We have to create IVR as below:

A. Welcome Message

B. Asks for Menu 1) Option 1

2) Option 2

C. Option 1 Select -> Transfers call to Agent -> If agent doesn't picks up call music is played and it asks for 1) Stay in queue, 2) Voicemail, 3) Callback

D. Option 2 Select - Same as Point C

Now I have completed Points A and B.

My problem is when call is tranferred to a particular queue how to play music for next menu and set the choices in IVR management.

Please help.

Thanks,

Gaurav

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  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Jan 03, 2014 at 06:06 AM

    Hello.

    In queue you have possibility to configure only one DTMF character, which will forward call to somewhere and one automatic forwarding after Max. Waiting Time. If you want more choices, then you need to build another IVR and forward calls back to IVR.

    In your situation I wouldn't use IVR as you actually have two choices only.

    For example:

    If caller wants to stay in the queue, caller just waits.

    I would configure voicemail number as Forwarding Number after DTMF Character.

    I would configure callback IVR number as default queue and configure Max. Waiting Time for example to 1 minute.

    I would play message in the queue, like that: "All the agents are busy right now, please wait or press # to leave voicemail" After 1 minute waiting, call would be forwarded to callback and system says to caller that you can leave callback.

    Or you could change voicemail and callback place in this example, whatever suits for you.

    All the needed configuration description is here:

    Configuring Queue's Contact Management Settings - System Configurator (SC) - SAP Library

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