Call queue don't play intro if no active agent available

[bsc-computer]

Scenario:

CallQueue1
- Plays a greeting to the caller
- Plays Music on hold
- "Play full intro prompt before calling agents" is checked
- only one agent (desk clerk)
- "Destination if no answer" goes to call queue "CallQueue2"

CallQueue2
- Plays no greeting to the caller
- Plays Music on hold

Problem
If agent in CallQueue1 isn't available (e.g. DND) no intro prompt will be played
The call goes directly to CallQueue2
Now there ist no greeting to the caller.

Any idea how to enforce intro prompt auf CallQueue1?

 

[AWS2P]

Set an IVR with no choice in DNA of first Q to play your prompt and then forward to Q2

 

[bsc-computer]

Don't work, because customer definitely will have music on hold.

In my opinion it's a bug.
When "Play full intro prompt before calling agents" is checked the wav have to play

 

[mortenjorge]

In the solution aws2p provided, you can still have on hold music in the queues?

Just let the IVR be in front of the queues and play the prompt:

Then disable the Intro prompt in queue1

IVR800 - "Hi and welcome......"
forward call to queue 801:

Queue 801 "Music on hold"
- "Destination if no answer" goes to call queue "CallQueue2"

Queue 802 "Music on hold"

The caller will still hear the welcome prompt (from the IVR) and then get music on hold in either Queue 1 or 2

Cheers.

 

[bsc-computer]

This customer is pretty fussy.
They will have music on hold also during welcome prompt is playing.

We try to satisfy them with an upstream IVR.

Nevertheless checkbox "full intro prompt before calling agents" doesn't work as expected.

 

[mortenjorge]

Good choice

As i see it, it works as expected.

Because, if no agents is logged in, and your welcome prompt was something like "We will answer your call as soon as possible" and it then forwards the call to a voicemail.

that would be just as bad...

but i totally understand your idea.