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About Cisco IP IVR?

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.

4 REPLIES 4
Tanner Ezell
Enthusiast

Yes, calls will queue can you can specify the precise queue treatment in the

scripts.

Tanner Ezell www.ctilogic.com

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.

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

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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