We currently run our Option 11c at release 24 with an automated attendant and all calls are sent off to individuals or to a shared DN for a small group of support people. In my reading I see that keeping callers in a queue is possible. I realize that this might be straightforward for most of you but I am learning and wish to test this scenario out. What I would like to implement is the following:
1. user telephones into the automated attendant
2. if they invoke a support menu item they are placed in a queue with a straightforward first-in first-out policy
3. once in the queue, if they do not wish to wait any longer, they can revert to leaving a voice mail message.
Is this possible, and if it is, could someone briefly summarize the basic steps or point me to the best manual(s) to look into?
Thanks in advance.
1. user telephones into the automated attendant
2. if they invoke a support menu item they are placed in a queue with a straightforward first-in first-out policy
3. once in the queue, if they do not wish to wait any longer, they can revert to leaving a voice mail message.
Is this possible, and if it is, could someone briefly summarize the basic steps or point me to the best manual(s) to look into?
Thanks in advance.