Send caller from IVR to hold and let agents know of on-hold callers - How is this done?
Submitted by magnointl on Mon, 04/28/2008 - 7:25am.
I am so clueless about this that I am not even sure I am using the correct lingo so please bare with me.
Here is the scenario:
(1) In-bound call is received
(2) IVR is triggered and menu options are given
1 - For Dept. 1
2 - For Dept. 2
3 - For .... etc, etc, etc,
or please hold for the next available agent
OK, at this point, caller chose to hold for next available agent. My questions are:
(1) What must I do with this caller and how?
(2) How can personnel know that there is someone waiting?
(3) How can these be picked-up?
Thank you all in advance!
You enable Queues, then
Mon, 04/28/2008 - 7:34am
You enable Queues, then assign agents to the Queues. When a call comes in it will go into the Queue and be routed to the next available agent. If all agents are on calls the people in the queue will listen to soothing and relaxing music until an agent becomes available.
Is the queue number an
Mon, 04/28/2008 - 8:23am
Is the queue number an extension?
I am setting up a queue and it asks for a queue number. Judging from what it says (agents will dial this number), it seems to me that the number MUST be an extension by itself.
If I use option 8 to send caller to queue, does this mean all I have to do is transfer caller to extension 490 (the extension I am using)?
If it is an extension, need I add the extension separately or adding the queue by itself is all I need to do? And of course, I should not use this number for anything else ...
Thanks!
use a 't' option on your existing IVR, not 8
Mon, 04/28/2008 - 8:09pm
magnointl, you are welcome.
If you want your recording to say "or please hold for the next available agent" as you had originally intended, you must use a 't' option on your existing IVR, not 8. If you use 8 as an option in the IVR, then your recording must say something like "or please press 8 to speak to the next available agent".
In some instances the former is preferred; in a multi-lingual country like India if the caller does not understand English, he just needs to keep holding and will be eventually automatically be connected to a human (your representative), who can hopefully handle the language issue better than the clueless caller being asked by the IVR to press 8 in a language he does not understand.
Thank you so very much
Tue, 04/29/2008 - 6:23am
Thank you so very much again!
That is a great tip - I thought I had to change my IVR recording since I added option 8
When I looked at the key pad, 't' happens to be '8' so I thought eight is what you actually meant.
Where in the world can I find a reference to all of these things? There's got to be a compiled list of setting one can use to learn these things.
trixbox reference
Wed, 04/30/2008 - 10:50am
Create notification of callers in the queue on 480i display
Fri, 05/02/2008 - 5:42pm
dont have a 480i, but
Fri, 05/02/2008 - 9:15pm
I am not lucky enough to own a 480i - I have to make do with softphones and a couple of POTS phones connected to an ATA, but anyway take a look at the following if you have'nt done so already, this might give you what you want:
http://www.trixbox.org/forums/vendor-moderated-forums/aastra-endp...
Member Since:
2008-02-20