Queued Calling Group Question... 1

[nickcacc]

Thanks in advance for any help I get....ok, got a Magix 4.0 w/Messaging 3.0....Have a queued calling group with 2 members...sometimes there is no one to man the phones for this calling group...user wants the calls to go to a mailbox with a 'no one available at this time, try back later' greeting then disconnect....they don't want it to overflow or anything, just message and disconnect...not good for customer service but it's what they want...any suggestions?? Thanks again..

 

[merlinman]

The solution to this is quite simple.

You will need to OVERFLOW this GROUP to your Voice Mail calling group to make it work.

Group Calling allows you to DESIGNATE a "MESSAGE RECEIVER".

Therefore, you will want to set up a MAIL BOX as the MESSAGE RECEIVER for this group.

Also, you will want to LOG IN to that Mail Box and set it up to NOT RECORD CALLS. (change option 8)

And, of course, it's greeting should be recorded as well.

Good luck on getting this done, 'cause I will no longer be posting in this forum after today.

 

[nickcacc]

So, if I do as told and overflow the group to vmail, if both 'agents' are busy with calls, will the 3rd caller still queue up until one of the 'agents' goes idle? Or will the 3rd caller go to vmail?
I need callers to queue up for the next available agent unless all agents are in 'unavailable' or dnd or whatever it takes to make the caller go to vmail if there is no one to man the phones. After reading my first post I'm not sure if that was clear.
Maybe the simplest way to explain is to say I need the group to act normally and queue unless the members are physically not there, then I need the calls to go to vmail immediately.
I'll try what was suggested in merlinmans post tomorrow and see what I get...thank you!!