ACD and initial greetings

[KurpeusLondon]

Hiya,

Is there a way to prevent the first message played by an ACD path to be interrupted by an agent picking up the call ? (delayed answer)

I thought about using an information voicemail but not sure how to redirect the call then

Any ideas ?

 

[Supernova99]

how about linking 2 acd path's together

1st path plays message then interflows to the 2nd path after the message has been played

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[KurpeusLondon]

I thought about that but If I have no agent in that ACD path, will that path be treated as unavailable and directly forwarded to the second path (therefore not playing the initial greetings ? )

 

[KurpeusLondon]

Hmm actually that works if I set up a Skill group with no agent and I allow the path to queue calls.

Many thanks for pointing me in the right direction

 

[Supernova99]

No you can create a ACD Skill group and select queue callers with no local agent logged in that way it will play the message then transfer to the 2nd queue
You will need to make sure that the interflow timer is either the same time or slightly longer than the message.
This way the 'front end message' can be played without disruption.

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[LoopyLou]

What kind of voicemail?

What about a greet and transfer mailbox. The Nupoint had an FCOS bit at one time to transfer to either the operator extension defined in the mailbox or the extension defined in the mailbox.

The embedded has a transfer only mailbox ( Play message and transfer).

The transfer point would need to be your ACD path.

The single biggest problem with communications is the illusion that it has taken place.