Thanks. I thought about something like that, but it definitely went over
my head. The dual queues would become more than some of our techs can
handle I'm afraid. I think I would also have to set the overflow so low
(to make sure people get the option pretty quickly) that it would be a
less than ideal setup. We rarely have people actually queued up, but it
does happen. There is usually a tech available. It is when a disaster
happens (DS3 goes down, DB goes down, etc) that the calls really add up
and there would be a good chance of getting a bunch of queued calls. I
wanted to give them the option to transfer out at any point while they
are holding. This is definitely my fault for getting in this situation.
I'm cutting over to this phone system 1 week from today. I had an
employee transcribe the greetings and document the flow of all auto
attendants, acd setups, etc a while back. Somehow he missed the language
describing the option to leave a VM and the functional flow of the
option. I had no idea this option was even there in our current setup. I
have really managed to put myself in a jam with this...
On 1/15/2010 11:11 AM, Paul Herron wrote:
Here's an idea of a possible solution (I'll leave it to folks with
experience with ACD to comment on whether it will work).
Let's 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.
>
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