Call Queue With VMPRO

[telpozo]

Hello.
There is a way to play a Announcement with VMPRO if no answer with a call (call queue...),i did it but it only when phone is busy.

Thanks!

 

[Gunnaro]

Yes, there are many ways to acheive this, you juat did it one that doesn't work.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[telpozo]

Ok,could you provide me how to do it , for exemple if nobody is not available to answer a call ,the caller is put on a call queue,using VMPRO.

Thanks!

 

[Gunnaro]

Yea, but first you need to provide enough information.
Is this a HG call, or directly to a user?

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[telpozo]

Ok. Yes it is a HG call (the HG has four extensions) the first one ring after two times transfer to the next and and so one .
Thanks,

 

[intrigrant]

What software release?

 

[telpozo]

Manager R8.1/ VMPRO R8.1.
Thanks !

 

[Gunnaro]

I still don't see the full picture.
You got to be more specific!

Your HG is in Sequential mode, is that what you're trying to tell?
Or is it overflowing from on HG to another, then a third, and so on?
What's going to happen to the call after the announcement?

Details, details. details...



Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[telpozo]

Ok,the HG is an rotary mode (the first post ringing and as is it an rotary mode the call is automatically forwarding on the next post ...). In the case all post are busy the caller will hear the announcement and will answer when users are free,on that step it's correct ! In the other sense for e.g all users are at lunch the phones will still ring as nobody is available, i want to place the caller on a queue and he will hear the announcement play until a users is available and that caller will be finally answered
Thanks!

 

[derfloh]

Do I understand you right? You want the caller to wait half an hour of everyone is at lunch? You should think about setting the HG to Night Service or Out Of Service and route the call directly to an announcement telling the caller that no one is available to answer the call and give an option to leave a message.

You can do almost everything with VMPro but I suggest to try to have a look at each possible situation through the caller's eyes.

 

[Gunnaro]

That's a rotten setup, not helping you create that.

Use conditions or other means of activating Lunch. Announce lunch-message telling them to call back when open. You can do some fancy stuff here too, like send an email to the agents with the CLI of the caller, so they can call back.

As for the announcements, what's wrong with the deafault way of doing this?

Set the 1st. Announcemnt to 20 sec, telling the caller you are busy.
Then have the 2nd. Announcement telling callers you are very sorry for keeping them waiting.

In both cases you can throw in $ETA and/or $POS actions, and maybe a Leave action too, as a Menu choice.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[telpozo]

Thanks,but lunch it was an exemple . Imagine that the receptionists are busy by talking to a customer,not on the phone, but the Customer just standing in front of them discussing to something,it is on such case i want to put a caller on call queue .
Thanks!

 

[derfloh]

So you only need IPO built in functionality. You can enhance these by using VMPro as suggested by Gunnaro

 

[Gunnaro]

Receptionists are busy by talking to a customer,not on the phone"
How do you expect the IPO to register that kind of condition?

If they want silence, make a button for DND, ACW or HG enable/disable (if you dare). You can also do some magic in VMPro, but I think you're better off with a manageable basic setup for now.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[Westi]

Let me see if I get this right

- incoming calls ring in rotary
- if nobody picks it up within a certain time it should play an announcement telling people how important they are and that someone will be with them shortly
- then after whatever time it repeats this greeting (or a different one)
- Voicemail picks up after whatever time of them listening to these greetings (seconds one) repeating


That is a basic setup for a huntgroup with queued and still queued greetings and the timers are set in the announcement tab as well as the checkmark (you probably have it unchecked right now) is in the announcement tab to actually have these greetings play

Go to the announcement tab and hit the help you will see it is nicely explained and saves me from typing a lot.

To play the greetings you create queued and still queued start points in vm pro (otherwise the default ones will play) or record them in the embedded voicemail as embedded doesn't have default ones (help will tell how as I never use embedded with queues)

but this is not complicated by any means and once you have the announcements play you will be fine with the timing.


Joe W.

FHandw, ACSS (SME), expired ACIS (SME)


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