caller queue - selecting option goes to extension and not a queue

[hellowerld]

Hi

I'm not too familiar with how queues work but let me give an explanation of the scenario.

A user gets forwarded to a queue. ie. x1444

A automated voice comes on, says select 1 to goto help, select 2 to goto billing.

When the user selects 2, it will go into a queue of like 5 lines where agents login.

When 1 is selected, it will goto someones direct extension.

I need it changed so it's like #2 so it goes to the same queue.

Any idea how to do this? I have no experience with this, I'm learning as I go here and there.

I can only really setup desk phones so far, maybe an outline on what should be done and I'll try to take it from there with minimal questions.

Thanks again tek-tips!

 

[pcat200]

Is this using menus from Meridian Mail or CallPilot? If CallPilot do you know how to access/navigate Application Builder?

 

[hellowerld]

ive gone into application builder once, i know how to use callpilot somewhat.

Not sure at all about meridian mail? Is that a app on a server or app i install similar to application builder?

 

[pcat200]

Meridian Mail was pre-CallPilot voicemail. When you access App Builder you will be able to open the voicemenu application that you want to change. In that application you may see a menu block and a thru dialer block. If you double click the block it will open and you should see the menu choices and make the change there. Be sure that after you make the change that you save the application by selceting "file", then "save", or you may lock the application. Be sure to re record the menu choices prompt if applicable. I always save the app even if no change was made.

 

[hellowerld]

Thanks pcat200.

That did it for me