Heres an idea of a possible solution (Ill leave it to folks with experience with ACD to comment on whether it will work).
Lets say that a call comes into ACD 1. Set the overflow to transfer to an auto attendant in which you give options for: 1. leave a message 2. continue waiting Since transferring a call back into queue ACD1 would put the caller at the bottom of the queue (and potentially create a circular problem), upon selecting to continue waiting, transfer the caller to a second, higher priority queue, ACD2, instead. The problem I see with this scenario is that you now have two queues to manage. That might mean that as agents sign-in, they alternate which queue they join i.e. agent1 signs into ACD1, agent2 signs into ACD2, agent3 signs into ACD1, and so on That might mean that the agents in ACD2 have more downtime than those in ACD1. In such case, you might purposely assign agents in ACD2 additional work that they could do while waiting for calls. Paul -----Original Message----- From: [email protected] [mailto:[email protected]] Sent: Friday, January 15, 2010 8:42 AM To: [email protected] Subject: Re: [sipx-users] ACD/Call center transfer to voice mail Dang. I was sure it would be there and I was just missing something. I guess not... On 1/14/2010 1:11 PM, [email protected] wrote: > Is it possible to give the caller waiting in the queue the option to > transfer to a voicemail? I know it can be forced after a certain > timeout, but we would like to give them the option to hold or leave a > voicemail. > > Thanks, > Matthew > > Sipx 4.0.4, sixbridge, Verizon VOIP, No firewall (not needed, private > connection), Polycom 450s and 550s - bootrom 4.2.1, firmware 3.1.3C > split. >
_______________________________________________ sipx-users mailing list [email protected] List Archive: http://list.sipfoundry.org/archive/sipx-users Unsubscribe: http://list.sipfoundry.org/mailman/listinfo/sipx-users sipXecs IP PBX -- http://www.sipfoundry.org/
