Option to leave a VM while onhold?

[SMGJAvaya]

Hi All,

One of my customers would like to give their customers an option to leave a message when placed on-hold. They do not want to use a vector or split to accomplish this. Running Avaya S8710's, CM 3.1. Phones are basic digital sets 6400 series. Problem: This clinic gets a large amount of calls, during busy hours many of their callers are greeted with "Hi thank you for calling, can you hold please". The clinic (my customer) is getting feedback from their customers that some of thier calls are basic non-emergent questions and they could have left a message if the option would have been given. Is there away that this call could be placed on-hold and after X-amount of time it is routed to an announcement or something that would give the customer on-hold an option to leave a message? I told them I did not think it could be done without a vector but said I would ask the experts on Tek-Tips!!

Thanks in advance for your replies.

 

[mikeydidit]

It sounds like these are going into a hunt group (Probably ACD) then going into queue? Then hearing an announcement and probably a reoccurring announcement (were still busy). With this, you do not have any options to "0" out. The announcements will just play unless it's in a vector.

The only thing I can think of (it's early yet) it to route these calls into an auto attendant. From there (and I do this for several clinics) you can route calls to
1. A bulletin board (our fax # is) (our mailing/street address)
2. VM box for prescription refills (very handy in busy clinics)
3. This also adds a time out spot.


When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[98Converter]

Create a voicemail only extension. Then modify your Music on Hold greeting to say something like, "Thank you for holding, your call will be answered as soon as possible. If this is a non-emergency call and you would like to leave a voicemail in our general voicemail box - please call back at 212-555-1212. We will return your voicemail messages as soon as possible."

This way it doesn't cost you anything and gives the caller the option to either continue holding, or call back and get the immediate option to leave a voicemail message. It is a second step for the caller, but at least they don't have to wait to leave a message or talk to someone.

Just and idea - hope this helps.



Thanks,
98C

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.