10-03-2011 02:00 PM - edited 03-14-2019 08:39 AM
Hello guys,
Need help about the features that the basic Cisco IP IVR has.
I was looking for if I can have the calls queuing when all agents are busy, something like a waiting line so I don't lose the calls and voicemail is not a option for me also.
If anyone can help me clarify this, will be great.
Thanks,
Jeferson.
10-03-2011 02:08 PM
Yes, calls will queue can you can specify the precise queue treatment in the
scripts.
10-03-2011 02:37 PM
Just to be clear: IP IVR does not perform call queueing. All it does is IVR. If you have queueing you're either using ICM which is queueing the calls; or, you have a CCX license which enables the RmCm (a.k.a. ACD) subsystem.
10-04-2011 05:35 AM
To be specific, ICM does not queue calls - it's a routing platform and not a queuing platform. It always needs either IP IVR or CVP to actually queue the call when we are talking about VoIP calls.
We need a better description from the OP.
Regards,
Geoff
10-04-2011 07:15 AM
Just to join the beating of the horse. The way I describe it, is that ICM keeps track of the queue, but like Geoff said it needs a termination to "park" the call while in queue. I guess it's all about how you see it.
david
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