Good day everyone.
We are looking for a simpler way of setting up the call handling for a client. Attached is the proposed routing client would like as an image
This is what has been setup
Digital Receptionist 800 - DigitalReceptionist for Afterhour messages, plays afterhours message and ends call
Digital Receptionist 801 - Facilitates after option 4 on main IVR to get to new menu from 804
Digital Receptionist 804 - Main IVR message with initial message (options link to other queues or Digital Receptionist)
Digital Receptionist 812 - If from 804 no input made or incorrect input made goes to this receptionist that then asks to repeat back to 804 or if no additional input added goes to Queue 810
Queue 802 - First Line managers for option 1 from 804
Queue 803 - Second Line managers if callee sits for too long in 802 queue goes to this queue
Queue 805 - Order Queries for option 2 from 804
Queue 806 - Recovery Queries for option 3 from 804
Queue 807 - Status Queries for option 1 from 801 for option 4
Queue 808 - Damanged Queries for option 2 from 801 option 4
Queue 809 - Corrections Queries for option 5
Queue 810 - CallCenter user (only one extension in queue for 100 for holding users in queue waiting to be attended to as per the diagram sheet)
Queue 811 - Second line CallCenter (multiple users here for when 100 is either not available or on DND calls then routing to 810 go to 811)
Struggling with Setting of queues in terms of times for ringing as well as setting up of "pauses" to allow some time for first line teams to assist before second line teams get polled
Been looking for some royalty free messages to work in a "please hold" prompt but not really coming right with that either
Am I just over-complicating the call flow?
Thanks in advanced!!!!
We are looking for a simpler way of setting up the call handling for a client. Attached is the proposed routing client would like as an image
This is what has been setup
Digital Receptionist 800 - DigitalReceptionist for Afterhour messages, plays afterhours message and ends call
Digital Receptionist 801 - Facilitates after option 4 on main IVR to get to new menu from 804
Digital Receptionist 804 - Main IVR message with initial message (options link to other queues or Digital Receptionist)
Digital Receptionist 812 - If from 804 no input made or incorrect input made goes to this receptionist that then asks to repeat back to 804 or if no additional input added goes to Queue 810
Queue 802 - First Line managers for option 1 from 804
Queue 803 - Second Line managers if callee sits for too long in 802 queue goes to this queue
Queue 805 - Order Queries for option 2 from 804
Queue 806 - Recovery Queries for option 3 from 804
Queue 807 - Status Queries for option 1 from 801 for option 4
Queue 808 - Damanged Queries for option 2 from 801 option 4
Queue 809 - Corrections Queries for option 5
Queue 810 - CallCenter user (only one extension in queue for 100 for holding users in queue waiting to be attended to as per the diagram sheet)
Queue 811 - Second line CallCenter (multiple users here for when 100 is either not available or on DND calls then routing to 810 go to 811)
Struggling with Setting of queues in terms of times for ringing as well as setting up of "pauses" to allow some time for first line teams to assist before second line teams get polled
Been looking for some royalty free messages to work in a "please hold" prompt but not really coming right with that either
Am I just over-complicating the call flow?
Thanks in advanced!!!!
