No agents in queue how to roll caller into voicemail

[ericarivera411]

Hey Y'all I am using a NEAX 2000 IPS system with Call Center Worx. Every Wednesday, our Accounting department has a meeting. Everyone logs out of the queue and goes to the meeting. Unfortunately calls still get passed into this queue, and when no one is logged in they get stranded. Is there anyway I can get the calls to roll into voicemail? I have tried the following CCV to send them there, but its not working, suggestions anyone? Thanks for the help!


Step 1: Pause 6
Step 2: Announcement 2
Step 3: Pause 10
Step 4: IVR Announce 9
Step 5: Transfer to Number 3023
Step 6: End CCV
Step 7: Pause 6
Step 8: Queue to Split 3
Step 9: Pause 30
Step 10: If not Queued 3:16
Step 11: Pause 30
Step 12: Announce 2
Step 13: Pause 30
Step 14: IVR Announce 1
Step 15: Goto CCV 3:9
Step 16: Transfer to number 5003
Step 17: End CCV

 

[pave35]

If you go to the split data and turn on DND for the split a call will not queue to the split when agents are logged off. Then simply add a "If not queued" statement straight after your step 8 and direct the call elsewhere.
An "If not queued" statememt can ONLY follow a "Queue to" statement.
Are callers dirrected dirrectly to this CCV from a trunk?
If so you have then listen to an announcement, pause, and then another anouncement before transferring to 3023?
Shouldn't you have a queue to statement in there so that the call can go to an agent? Or is this a flow over CCV from another step in another CCV???

 

[ericarivera411]

Pave,

Thanks for the answer. If I have DND turned on the split, do I have to turn it off when they are available? Or will the system automatically know?

Secondly, I'm not sure if the callers are directed immediately to the CCV from a trunk, I think so. All calls that go through this CCV are received at the Operator and she then places the calls into the queue.

 

[ericarivera411]

Okay I checked the split data, and it was already set. I just updated the CCVs to include the if not queued in step 9 and moved everything else up. We will see what happens.

 

[pave35]

You need to find what the operater transfers to and then check pilot data for that number. See what CCV it is routed to.

 

[ericarivera411]

I checked, the queue she puts them into is 3005, the pilot for the split is 3023. It uses the CCV step 3 which is the CCV typed above...

 

[pave35]

She transfers the call to 3005 or 3023?

 

[ericarivera411]

She transfers it to the 3005 number

 

[pave35]

Ok is 3005 a pilot in the CCW?

 

[ericarivera411]

3005 is the extension or entry point assigned to the pilot 3023

 

[pave35]

Oh I see. I just looked at you CCV again and I guess 3005 is a pilot that routes to CCV 3 step 1 where you play 2 announcements before transfering to pilot 3023. I'm guessing that pilot data for 3023 points to CCV 3 step 7?

 

[ericarivera411]

Pave, you've got it right

 

[pave35]

Technically you could simplify things by removing steps 5,6, and 7. There is no need to transfer out and come back inagain unless you are doing this for some sort of reporting reason.
But I'm also a big advocate of "If it's working leave it alone" or "Let sleeping dogs lie"

Cheers