Hello I have a IVR script configured that points to a ACD QUE but I want it to point to two different ACD QUE'S
What is the best route to do something like this?
Hi, could you please provide more information on this. How do you want to send a call to two separate queues? Like, the call should ring on all agents' phones within the two queues? Or is there an overflow condition expected?
Here is the layout of the IVR Script
Press one goes to Foot ACD QUE
Press 2 Goes to a private EXT
Press 3 Goes to a Private EXT
Press 0 Goes to the Operator Which it has its own ACD QUE
What Im trying to figure whats the best strategy for this? should I configure IVR script with both ACD QUE's or could I press 0 and the call gets routed to the operator ACD QUE
I would most likely keep it all contained in one script unless you have reporting requirements in which you use the Application Summary Report for the Operator.
If your queue loop logic is the same between the Foot queue and the Operator queue you will only need the queue logic once and you can set the CSQ used by the Select Resource step with a variable.