VM Pro - Automaticaly transfer to voicemail after a delay

[lcorriveau]

We have VM Pro setup with 30 call flows, and 2 queues. When a customer enters the queue, we use the anouncements after 45 seconds to run the queue and still queues actions.

What we would like to do, is after 5 minutes, automaticaly transfert to voice mail. Problem is, we are not using the voice mail for the queues, we have a voice mailbox setup for each call flow.

If a user presses # sign while waiting, he will get into the appropriate voice mail (using variables for this) but I have not yet figured out a way to calculate the 5 minute timeout for the voicemail. I cannot use the Queue Timeout, cause I don,t want the call to be transfered to the queue e-mail.

Any idead ? If more detail is needed, I can provide.

Thanks for your help,

Louis

 

[intrigrant]

I understand what you want, unfortunally there is no option to check the time that a call is in the queue.
You could do something with the $CP user variables, just count how many times a call has gone through the Still Queued loop. Just add the length of the prompt an the pause time between the prompts.

If you know the time between the presentation of the still queued prompts then you can determine how long a call has to stays in the Still Queued loop, if he caller has exceeded the programmed number then send it to a VM Box.

Example:
Call arrives in the Queue -> play welcome message -> set counter $CP0 to a value 1 -> call stays in the Queue
Call arrives in the Still Queued loop > check value $CP0
if $CP0 < 5 : INC $CP0 with 1 -> play message -> back in queue
if $CP0 = 5 -> send caller to mailbox

To set the variable $CP0 use a generic action and in the specific area you enter CP0:x where x is the desired value. There is no action like INC:$CP0 so you first have to check the current value with a compare action and then you can give it a higher value, within the compare action you refer to CP0 as $CP0

I hope you can follow the above, it is a excercise i teach to my studends when i lead a "Advanced VM Pro" course.

I have done a similar thing with the number of retries on a menu, you can find the module here :

http://intrigrant.atspace.com/

 

[janni78]

Does the $CP variable work that way?

I tried to use it in 4.0 (7) but the variable would get reset between each time in hit the StillQueued start point.

 

[lcorriveau]

Thank you so much intrigrant, I will try this out. The features you talk about are not documented in the Avava help files. Do you have any other ressources with this information ?

Also, I would be interested in information about these advanced VM Pro courses, can you provide me details ?

Thanks,

Louis

 

[ronromano]

Why don't you try this. If you are on 4.0 turn on announcements and use the queued and still queued actions. Uncheck synchronise calls and set the still queued action to leave mail in the mailbox. Actually I would give the caller the option to continue to hold or leave a message. Set the delay between announcements to add up to the 5 minutes. you have a setting for the first and for the second announcement. That should give you what you want. I haven't tested it but I think it will work.

 

[PlatinumGuy]

I have just tried this.

Not in exactly the same way as intrigrants example on his site but with the same thinking, it does indeed work.

I have a queue start point that sets the CP0=1

In my still queue i first test using a compare to see if $CP0=5, if it does it leaves a message. If it doesnt it then checks again using a compare to see if $CP0=4, then three then two then one, which it does match.

So the first call through goes through all of the compares until it hits the last one, $CP0 does equal one as set by my first queue start point so it then sets $CP0 to 2 and puts it back in the queue.

When it comes back into still queue again $CP0 is 2 so it goes through the flow again until $CP0 is 2, it then makes $CP0=3

etc etc etc.

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[PlatinumGuy]

I dont know what i was doing this morning but this is not working.

My conditions always return a false value.

I think the reason for this may lie in the fact that you can select the system variables from a list in the compare part of the condition, the CP variables are not an option to select.

I have typed them in.

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[PlatinumGuy]

I think Janni is on the money here.

It doesnt work with still queued and because you need the queued to give it a variable of one, then you need the still queued to start incrementing it, it does not seem to work.

I have tested this extensively.

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[intrigrant]

What version VM pro are you using?
I did this during my last course on 3.2 and it worked just fine.
I will check on 4.0 later this week and if it is not bugged i will post the results on my webspace.

 

[janni78]

I tried it in 4.0(7) with VMPro 4.0(18)

 

[PlatinumGuy]

Latest 4.0.



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