ACD Overflow to Call Pilot Menu (Revisited) 1

Have you looked in the Symposium call center solutions area yet? Anyway, I would probably do this by using this command in Contact Center - the first part would allow when all agents are busy that you get a CallPilot message. You could also set it by a certain length of a call if you wanted like this (collect a digit for CallPilot if u want to leave a message - if not then execute waitloop:

IF (IDLE AGENT COUNT < 1 IT_help_desk_sk) THEN
ROUTE CALL 5995
END IF

IF AGE OF CALL > 30 THEN
ASSIGN 0 TO hlpdsk_option_cv
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT helpdesk_wait_menu
COLLECT 1 DIGITS INTO hlpdsk_option_cv INTER DIGIT TIMER 5
END VOICE SESSION
END IF

IF hlpdsk_option_cv = 1 THEN
ROUTE CALL 5995 ELSE
IF hlpdsk_option_cv = 2 THEN
EXECUTE waitloop END IF
END IF
WAIT 2

WAIT 16

EXECUTE waitloop


You probably already have an out of service statement like this (since you reach it at night)
IF OUT OF SERVICE IT_help_desk_sk THEN
ROUTE CALL 5995

Thanks Tman45.
Sure do wish the customer had Symposium, buy, alas, they do not.4
Any other tricks up your sleeve?

You should be able to use interflow in this case, you should be able to configure the ACD queue such that 1 call waiting with trigger interflow, did this functionality not work? What happened when you tried interflow?

**FIXED**
Thanks for all your replies!

I order to allow callers languishing in the Q to bail out to a Call Pilot Menu:

Create Call Pilot SDN for with the same DN as your ACD Q.
Set the Overflow DN in the Q to the Call Pilot's ACD Qthat the Call Pilot's ports are in, NOT the Call Pilot CDN

NOTE: If you should give the callers a menu pick to go back to the Q, they obviously loose their place in the Q.