CCR and position of caller in Queue

[ssinger1]

I have a CDN 7920 being controlled by CCR. All is working well but this number will be receiving twice as many calls than normal in a few days. Programming is as followed.

Queue To 4920
Give Ran 42
Give music
Wait 30
Give Ran 44
Give music
Wait 30
Give IVR 5888 with treatment 9026
Quit

Treatment 9026 is a voice mail menu giving the caller the option to press 1 to go to a voice mailbox or stay on the line for the next agent. Revert and or no response = caller is sent back to CDN 7920 (It is a loop)

All of this works and works well.

Question: When the caller is sent from CCR to the voice mail menu 9026 and the caller decides to wait for the agent. What is there Queue position, front or back? I am thinking back being that the caller is leaving the control of CCR and going to Meridian Mail. If caller is in back what would be a way to keep the callers position in the Queue?

Thanks. Steve

 

[mikeyb123]

You would need to GIVE INTERRUPTABLE IVR.

Then if a agent comes free they get placed to the agent (whilst the treatment is being given)

Once they've reverted they're back to the back of the Q

You could send them to another script that Q's with a higher priority?



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