How to give caller a choice in ACD?

You cant do this without symposium

You "can" do this, but you create a risky and strange situations. If you create an interflow or overflow on the first in the queu and sends this person to a voicemenu and the caller wants to stay on the line, you transfer this person back to last place in the queu of your acd. If the queu is still busy, the call goes again to the voicemenu etc. etc. and gets into a loop as long as the queue is busy. This also happens when you do this for the 2nd or 3rd in the queue. If you create a overflow/interflow after xxx seconds in the queue to the voicemenu, and the caller wants to stay on the line, you transfer this person back to the last call in the queu of your acd. Caller "B" that calls in at the time that caller "A" gets the voicemenu can be answerd before caller "A" It only works is if you dont give the caller a choice to stay on the phone or if you transfer the call after the voicemenu to an other acd or phone number.

But if you realy want to work with voicemenu etc. in acd calls the buy SYMPOSIUM.

Pennyman.

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OK, point taken - but what if you did this:

The situation desired is that if someone calls the department and an agent is available, they get an agent. If all agents are busy, the caller gets a choice - either wait for the next available or leave a message. That's the only choice they get and that's the only time they get it.

I have a hunch that if I created an acd that over flowed to call pilot, then created a second acd that over flowed to the first, that would work.

Caller calls acd queue 7100, all agents busy, ovdn's to Call Pilot which asks: "leave message or wait?" caller wants to wait, Call pilot transfers to Acd Queue 7101, which doesn't have any agents, but is overflowing to 7100 as soon as an agent becomes available, they get the ovdn's call.

Would this work or would it just create a loop?

Thanks much!

AK

It would work but it would dump that caller to the end of the Q so new callers after him would be served ahead since they would not have hit the threshold.

So dump him out of call pileup into a new queue with a higher priority than the first, but comprised of the same agents. No system is perfect but this should come close to maintaining the caller's place in line. Only exception would be if someone matured in the 1st queue during the interval he was in CP.

At the risk of plugging the Mitel product again, their ACD-II (ACD-2000) system addresses this exact specific need with intelligent RADS allowing you to dial against the RAD during playback and exit the queue, thereby maintaining your exact placement in the queue unless you opt out to voice mail when the RAD gives you the option.

Hi Alex,

I know a few of our customers have used a product called Virtual Hold for this purpose. From what I understand, it is a "telecommunication appliance" that sits in front of the PBX and handles this type of situation.

Worth checking out..

Matt