Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Symposium Express 4.2 using IVR
- Thread starter LWEB
- Start date
Milesprower
Programmer
The short answer is: If you set up the system that way, yes.
Are you using GIVE IVR INTERRUPTIBLE?
Also are you using a menu service instead of an announcement?
You could try droppping the Interruptible form the command, but then every caller will have to listen to the entire announcement before the system will connect the caller to an idle agent.
The "correct" solution is to use Access ports with OPEN VOICE SESSION command (instead of GIVE IVR).
As this can result in additional equipment and configuration costs, you may have to make do.
Are you using GIVE IVR INTERRUPTIBLE?
Also are you using a menu service instead of an announcement?
You could try droppping the Interruptible form the command, but then every caller will have to listen to the entire announcement before the system will connect the caller to an idle agent.
The "correct" solution is to use Access ports with OPEN VOICE SESSION command (instead of GIVE IVR).
As this can result in additional equipment and configuration costs, you may have to make do.
captaingadget
IS-IT--Management
While Miles would normally be absolutely correct, you can't actually influence what an Symp Express put in it's scripts as the machine compiles it based on what is put into the wizard.
The machine should only be able to pull the call back while the caller is listening to the announcement before making the selection to opt out. Once opted out to voice mail the call should have left the system, the equivalent of "ROUTE CALL" in SCCS world.
I assume you are using the voice services card for the IVR bit?? If so I'm suggesting that either there is a problem with the system not letting the call go or there is a problem with the way you have configured the call routing wizard.
The machine should only be able to pull the call back while the caller is listening to the announcement before making the selection to opt out. Once opted out to voice mail the call should have left the system, the equivalent of "ROUTE CALL" in SCCS world.
I assume you are using the voice services card for the IVR bit?? If so I'm suggesting that either there is a problem with the system not letting the call go or there is a problem with the way you have configured the call routing wizard.
- Thread starter
- #4
Thank you for the helpful information. Yes, this is Symposium Express so we are limited with scripting.
However, why did you ask if I used a menu service or an announcement? As it turns out, I did use a menu service because I didn't like hearing the Personal Verification that was played when I used an annnoucement (don't know why that is the case). Anyway, I am using Call Pilot ports for IVR not Voice Services Card ports.
However, why did you ask if I used a menu service or an announcement? As it turns out, I did use a menu service because I didn't like hearing the Personal Verification that was played when I used an annnoucement (don't know why that is the case). Anyway, I am using Call Pilot ports for IVR not Voice Services Card ports.
Milesprower
Programmer
Captain, I never even thought this might be an SECC. Good catch!
With SECC, he's stuck with the way it works unless he can get a PVC card.
With SECC, he's stuck with the way it works unless he can get a PVC card.
captaingadget
IS-IT--Management
The only reason a call could be pulled back while a caller is leaving a message is if it is still queued. This is the correct operation. If you dont want this to happen then you must ensure that the call is routed away from Symposium somehow.
- Status
Similar threads
- Locked
- Question
- Locked
- Question