Queueing

[mrperfect]

Our IP Office queue is now set-up so that the caller enters the queue and remains there until an agent becomes available. Every minute or so, the sytem prompts "To leave a voicemail, press 1." The problem is that if no one is available to take the call, and the caller does not opt to go to voicemail, they can be on hold for very long periods. Then, after an agent does finally become available, the call is transferred and the caller is upset because they have been on hold for so long. Is there any way of setting up the queue so that after a certain time (say, two or three minutes), the caller will get a message that "There is no one available to take your call at the moment, please leave a message and we will return your call as soon as an agent becomes available" and not allow the caller to continue to hold?

 

[routermad]

If you are using voicemail pro, you could do what ever you like. Even provide ETA and position in queue. See the manual within voicemail pro.

 

[IPGuru]

You would probably need to set a condiition in the que action to force a break out to a forced maildrop to achive this function

 

[ipjeffh]

Can anyone verify if hunt group queueing works from a remote hunt group in a small community network. VMPro is at the main site.

I have spoken with Avaya and our distributor - they seem to think it should work no different whether it's a HG off the main or a remote IP Office. I have read tons of documentation - nothing I've found suggests this does not work.

Thanks!

 

[IPGuru]

Queing does not work at a remote site, it never has.

Avaya & your distributor should both have been able to confirm this!

all other functions of VM pro are O.K.

 

[Morrack]

I believe it was the centralized voicemail job aid that laid out exactly what could and could not be done using centralized VM, and in-queue messages was laid out as a no can do.

On the initial question in this thread - maybe I'm being daft (inconceivable!) but can mrperfect not simply set the allocated answer interval for his huntgroup to several minutes and tick voicemail on?? I never allow my callers to automatically flow to vm like that so have never tried this but that was definately my understanding of how that function worked.

Peter