12-12-2013 03:04 PM - edited 03-14-2019 12:52 PM
I would like to add the option of pressing a button to leave a voicemail while a customer is in the call queue.
I am attaching my script to here, what can I do in order to allow the customers to decide to just leave a voicemail during busy times that they have been in the queue for a long time?
I cannot attach my screenshot of my script for some reason. I will try to get it uploaded in a little while.
James
Solved! Go to Solution.
12-12-2013 09:07 PM
If you would like the ability to press the button at anytime during the queue, then you will need to lose the Delay step and instead replace it with a Menu step that has a Delay Prompt of DP[30000]. You will also need to modify your two other Play prompts to allow barge in and to NOT flush the input buffer. In the menu, once they press the option for VM, you simply use the Call Redirect step to redirect to the VM pilot number, using the mailbox number as the Reset Destination field. If you want these types of calls reported as Handled versus Abandoned, then you will need a Set Contact Info step to mark the Contact handled upon successful redirect.
I hope that helps.
Here's a quick pseudo code snippet to reference:
Queue
Play Prompt with Barge and Don't Flush the Buffer
Queue Loop:
Call Hold
Menu DP[30000]
1 - Voicemail
Call Redirect to VM Pilot Reset Dest to Mailbox
Successful
Set Contact Info Handled = Marked
End
Busy
Invalid
Unsuccessful
Timeout
Unsuccessful
Call Unhold
Play Prompt with Barge and Don't Flush the Buffer
Goto Queue Loop
Anthony Holloway
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12-12-2013 06:24 PM
12-12-2013 09:07 PM
If you would like the ability to press the button at anytime during the queue, then you will need to lose the Delay step and instead replace it with a Menu step that has a Delay Prompt of DP[30000]. You will also need to modify your two other Play prompts to allow barge in and to NOT flush the input buffer. In the menu, once they press the option for VM, you simply use the Call Redirect step to redirect to the VM pilot number, using the mailbox number as the Reset Destination field. If you want these types of calls reported as Handled versus Abandoned, then you will need a Set Contact Info step to mark the Contact handled upon successful redirect.
I hope that helps.
Here's a quick pseudo code snippet to reference:
Queue
Play Prompt with Barge and Don't Flush the Buffer
Queue Loop:
Call Hold
Menu DP[30000]
1 - Voicemail
Call Redirect to VM Pilot Reset Dest to Mailbox
Successful
Set Contact Info Handled = Marked
End
Busy
Invalid
Unsuccessful
Timeout
Unsuccessful
Call Unhold
Play Prompt with Barge and Don't Flush the Buffer
Goto Queue Loop
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.
12-13-2013 11:58 AM
+5 Thanks Anthony!!
12-13-2013 01:19 PM
This is what I have now.
Works perfect, except the QueueWaiting is only play every 2 minutes.
12-16-2013 09:38 AM
I forgot to mention that you need to remove the timeout and retry values under the Menu's Input tab. What's happening is that the menu is playing multiple times when nothing is entered. Try that and then I think you'll have it 100% where you want it.
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.
12-17-2013 12:26 PM
That did it. The queuewaiting.wav is cut off by a few seconds when it starts, but it is playing more often that every 2 minutes now.
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