What product for Hotline Center ???

[x.thomas]

Hello,

I have a hotline center with one number. All my customers compose this unique number to contact me.

In my hotline center, I have 2 peoples who respond.

I would like to have an auto responder with music (when the 2 hotliners are already in communication) and when one of the hotliners is free, the customer become in communication with him.

How can I manage this ? What cisco product can do that ?

- IP IVR ? Is it a good idea ? How must I use this product ?

Thank you for your help.

[lpezj]

I think that you can use IPCC Express Standard to get a small group with two agents and a simple script to manage the queue calls when your hotliners are busy.

Regards,

Juan Luis

[josegre]

Hello, I was install the IPCC Express but I cannot modify the ivr voice, how can I do that?

[lpezj]

You can record wav files with the messages that you want and store them in \Program Files\wfavvid\Promts directory.

After that, in the IPCC Express scripts, you have to use, for example, the PlayPromt step and set up the path for the masage that you would like to play to the caller.

Hope this helps,

Juan Luis

[josegre]

That great Juan, so do you have some articule that discribe how can I do it?