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IVR in ACD while ringing


Daniel IT-Stöd
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We have a customer with a snomOne PBX and he wants the following setup:

 

4 agents, logged in at all times.

 


  1.  
  2. Call comes in ->Ring all agents.
  3. If no agent answers within 30s, IVR: "many calls right now, we'll answer asap" (Even if there are free, unoccupied agents)
  4. Ring for 30 more seconds and if no one picks up,
  5. Transfer to external call center

 

Since all agents are logged in all the time, there is no actual "waiting", only ringing so the Agent Group (ACD) greeting system does not work.

 

Suggestions?

 

Basically, a queue with an IVR after 30 s if no one answers.

 

[edited post to clarify]

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If you're running the latest you can use the "Caller setup" in the ACD section this should handle the "Caller handling" There is also a Queue position announcement as well.

 

Well, that's the thing. The Caller Handling settings only affects call that is waiting ie. all agents must be occupied. As long as there are free agents, the call is ringing.

 

I tried to put a wav file as Message 1 but it is never played in the call since it's ringing...

 

[edited original post to clarify]

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You can do couple things to work around your set up

 

1. you can increase the "Agent recovery time"

or

2. "After hearing ringback for 30s

... redirect the call to the destination (e.g. "73") option to an IVR account

 

the system will redirect the caller to an IVR account, you can also add your custom msg there as well and after a timeout of 10-15s the system will redirect the caller back to the agent group.

 

Note in the " DTMF Match List:" you can add something like !T!4545! 4545 being the ACD group, sure you populate "timeout" field.

 

http://wiki.snomone.com/index.php?title=IVR

http://wiki.snomone.com/index.php?title=IVR_Settings

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You can do couple things to work around your set up

 

1. you can increase the "Agent recovery time"

or

2. "After hearing ringback for 30s

... redirect the call to the destination (e.g. "73") option to an IVR account

 

the system will redirect the caller to an IVR account, you can also add your custom msg there as well and after a timeout of 10-15s the system will redirect the caller back to the agent group.

 

Note in the " DTMF Match List:" you can add something like !T!4545! 4545 being the ACD group, sure you populate "timeout" field.

 

http://wiki.snomone.com/index.php?title=IVR

http://wiki.snomone.com/index.php?title=IVR_Settings

Thank you for your reply!

About option #2: If I redirect the call to an IVR as you suggest, what happens to the call during the time it is "at the IVR" ? is it possible for agents to pick it up? And when it's transferred back, will the cycle repeat? Will it go to the IVR again after 30 s? It should go to the external call center after a total of 1 minute, so we don't want the call to be stuck in a circle.

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Second option: if you want the call to be transfer to the calling center after a minute then you can use this example on the IVR account "DTMF Match List:" !T!978xxxxxxx!

 

978XXXXXx being the calling center # also you can choose which "Dial Plan for outbound calls: as well, you can set the timeout to 60s then the call will be sent there.

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