Transfer queued calls to voicemail when .....

[rackunit]

Wow ...great forum ,

My question for the seasoned experts is what PROCEDURE I should take to have queued calls transfered to a certain voicemail when no agents are available and the customer has waited for 60 seconds (for example).

Our system is using Lucent CentreVu v6 ...can this be setup as a script for centreVu .Please forgive my lack of knowledge.As you can probly tell im not a proffesional but my company cannot afford to pay for this... I am very keen to learn and im sick of getting my a*s kicked when we have 17% abandoned calls.

I would greatly appreciate any help or direction
from the forum experts

kindest regards
rackunit

I have read the last 30 pages of topics and im really impressed by the sharing of knowledge here ...

 

[lever]

Hi rackunit,

There are a few things you can do here depending on how you want to present it to your customers/users.

Setup the VECTOR to.
Goto step x if Availible-agents in split/skill xx < 1.
Then in step x put.
Route to mailboxnumberhere cov = y unconditionaly.

This will check on agents availability first, if less then 1. It will go to the step routing to your dedicated m/box.

Or try this,
Wait-Time 60 seconds hearing music.
Collect 1 digit after Annoucement xxxx.
Goto step x if digits = 1.
Goto step xy unconditionaly.
In the Annoucement, tell the customer to press 1 to leave a voicemail.

Personaly i would route the call back to step xy to where the customer Queues at the begining because some customers just don't like voicemail !!!

Hope this helps.

haico.

 

[rackunit]

thank you very much for taking the time to help me haico

I look forward to trying this tomorow

kind regards
rackunit

 

[dwolgast]

Alternatively, you could use the messaging skill to route to voicemail, if one is configured:

01 wait-time 0 seconds hearing silence
02 queue to skill xx
03 wait-time 60 seconds hearing music
04 collect 1 digit after annoucement nnnn
05 goto step 7 if digits = 1
06 goto step 03 if unconditionally
07 messaging-skill 99 for extension yyyy

In the Annoucement, tell the customer to press 1 to leave a voicemail. Every minute, they will get the option to leave voicemail.

Dave Wolgast
HealthNow NY, Inc.