On 1/8/2010 11:03 AM, Scott Lawrence wrote:
> On Fri, 2010-01-08 at 09:59 -0600, [email protected] wrote:
>
>> For once, I don't think I need a ton of help. I got the bulk of it
>> working, but I need a few tips if someone has them.
>> I'm trying closely replicate the functionality of an existing help desk
>> call center. It isn't too complicated. It is 5 agents.
>> I have the basics setup in sipx. I have the agents assigned to it, the
>> queue setup, sending calls to the longest idle agent, etc. All that is fine.
>>
>> Now for the part I don't know how to do.
>> On our current, if all agents are busy, the caller is put into a looped
>> message that gives them the option to hold or push a button and leave a
>> voicemail. I'm not sure how to do that. If no agents are logged in, it
>> goes straight to voicemail. The voicemail currently says, if it is after
>> hours push a button, and you are transferred to a pager. This is one
>> function they would like to improve on if possible. They would like it
>> to be scheduled, and only give the option in the recording to be
>> transferred to the pager if it is truly during a certain time window. I
>> would like to do the better method, but need to at least figure out how
>> to replicate what they currently have if possible.
>>
> If there are no agents logged in, or if the call goes unanswered for too
> long (settable), then the call goes to the 'overflow' destination.
>
> If you set that overflow destination to an auto-attendant (or a phantom
> user with a personal auto-attendant), you can set up the sorts of
> behavior you describe there.
>
>
>
>
Thank you. Is there any advantage to using auto attendant vs phantom
with a personal auto attendant? I need a voicemail box, so I'm guessing
the phantom rout would be better since it would include a voicemail.
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