Destination if no answer

[Maurice Lefevere]

Hello,

Is there a way to split-up the destination if no answer.
I know the destination if no answer is triggered by 2 different things

- Max callers in Queue is reached
- No available members

Now i have i customer who has set a max of callers in the Queue and sometimes all the members helping in that queue are temporarely away.
In scenario 1 were the max callers is reached it triggers the destination if no answer with a certain message.
In scenario 2 it also triggers but with that same message. The problem is that message is not rellevant for that moment.

When 1 is triggered the message is: It's verry busy right now. Please try again later.
When 2 is triggered i would like something: There are no available members at the moment. Please try again later.

Wouldn't it be more logical to make a seperate place to put an audio file under "Queue Preferences" so it triggers something different when the max queue size is reached?.

 

[fxbastler]

There is a similar scenario that is solved by a CFD app in front of the queue: the call comes to the CFD app, checks the queue for available agents (and / or maybe calls in the queue) and forwards the call or not. This way the queue does not become overcrowded. Maybe that is a solution.

Otherwise: use the CFD app when the queue overflows and change the greeting text there based on the availability of the agents.

 

[Maurice Lefevere]

There is a similar scenario that is solved by a CFD app in front of the queue: the call comes to the CFD app, checks the queue for available agents and forwards the call or not. This way the queue does not become overcrowded. Maybe that is a solution.

Otherwise: use the CFD app when the queue overflows and change the greeting text there based on the availability of the agents.

That sounds nice!. Do you perhaps have an example?, or were do i need to look at.

 

[fxbastler]

GetQueueStatus followed by a condition about GetQueueStatus.AvailableAgents or GetQueueStatus.CallsWaiting or both of them.

Also: look here for more control about 'availability' of agents.

add: look also at MAXCALLERSINQUEUE parameter of the DN of the queue, available at get / set dn property.