Delay Announcements for calling group

[jtierney]

With a Merlin Magix 3.0 with Messaging 2.5 or higher, if calls to a calling group exceed the number of available agents, what is the process for playing "in-queue" annoucements and is there a way to opt out of the queue to an operator?

 

[Pepperz]

Follow the MErlin Messaging manual and setup a couple of Primary Announcements, and a delay announcemnent. HAve the Calling grup select the specific Primary announcements, (Thanks for calling all of us are busy, we'll get right to you) and 1 Secondary Announcement (Please continue to hold, etc.) Set the Queue timing, and set the overflow to go to either the QCC operator, if you have one, or another calling group of which the operator belongs, or to the calling group voice mail. Test it, stretch it, and make sure you have it the way you want it before turning it loose on your customer service people.

Pepperz@charter.net