Looping message that all agents are unavailable while waiting in queue

[Milos Boksan]

Hey guys,

as the title says, the end goal is to have a repeating message every 20ish seconds during call wait in queue.
Is there a way to do this without baking it in to the MOH message?

A bit more detail on a customer request:
1. route a call to a certain group of agents
2. if no one picks up in 20s play a prompt that agents are busy
3. route to an extended group of agents
4. if no one picks up in 20s again play prompt and ring the extended group again
5. repeat until someone answers, or customer hangs up

My idea:

The only issue I have with this is that the order of callers will get jumbled up if they keep getting routed back and forth through the IVR and Queue2.

Thats why Im asking for the looping message in the queue, that would solve this small issue I have.
Im presuming by reading on the forums that basically the only resolution is to create a MOH that is reaaaaaly long and has the prompt baked in every 20s.

Thanks in advance for any wisdom.
Cheers

 

[VoIPTools]

There really is only two options: (1) rely on the queue position prompt, or (2) bake the message into the queue hold music.

As you have discovered, using an IVR sandwiched between two queues has issues: (1) the caller can lose their place in the queue, (2) your abandoned calls count will not really reflect how many calls were actually abandoned, and (3) it really messes with your queue statistics reports.

I'm not at all excited about the following option, but MAYBE this would work... You could create a Call Flow Designer application that is placed in front of a queue, and the CFD keeps the caller in a loop. Every few seconds the CFD checks whether there are available agents in the queue. Every 20 seconds it plays the "All agents are busy assisting other customers" message. Finally, only when an agent is available in the queue does the CFD transfer the caller to the queue.

I have no idea what overhead would be generated keeping lots of calls in a loop within a CFD application. You would need to test. But I question how important it is to play this message given all the workarounds it would require...

 

[techcare]

Hey guys,

as the title says, the end goal is to have a repeating message every 20ish seconds during call wait in queue.
Is there a way to do this without baking it in to the MOH message?

A bit more detail on a customer request:
1. route a call to a certain group of agents
2. if no one picks up in 20s play a prompt that agents are busy
3. route to an extended group of agents
4. if no one picks up in 20s again play prompt and ring the extended group again
5. repeat until someone answers, or customer hangs up

My idea:
View attachment 47887
The only issue I have with this is that the order of callers will get jumbled up if they keep getting routed back and forth through the IVR and Queue2.

Thats why Im asking for the looping message in the queue, that would solve this small issue I have.
Im presuming by reading on the forums that basically the only resolution is to create a MOH that is reaaaaaly long and has the prompt baked in every 20s.

Thanks in advance for any wisdom.
Cheers

I have a client with a very similar request.
Did you find anything?

 

[Milos Boksan]

Unfortunately not

Bake it in to the audio, or do what was suggested by me or Voip Tools. There is no "baked in" or "native" way for this to be done.

 

[techcare]

Yeah I figured. Is it not possible by CFD?

 

[Milos Boksan]

See Voip Tools post above, they mention CFD, and I agree with them.

 

[KyriacosS_3CX]

Hi,

Wouldn't this handle it (even if not 100% as the second Q loop message is not fully custom)?
Into Q1 --> 20s --> Q2 (Intro, all agents busy, play full before ring) --> 20s (position) --> stay in Q2.

Best,
K.

 

[techcare]

The problem with Intro is that it doesn't call the agents.

So agent will hear phone for 20s, then nothing, then phone again.
Caller will hear something the whole time.

Need another option where it says:

Play full intro prompt AND call Agents, currently it only has Play full intro prompt before calling Agents.

 

[KyriacosS_3CX]

The problem with Intro is that it doesn't call the agents.

So agent will hear phone for 20s, then nothing, then phone again.
Caller will hear something the whole time.

Need another option where it says:

Play full intro prompt AND call Agents, currently it only has Play full intro prompt before calling Agents.

Hi,

If that is not checked then the agents begin ringing as soon as the call enters, while the prompt plays (plays prompt and calls agents) , that's why it's an option, so you can choose which behaviour you prefer. You only check it if you want to delay the caller to make sure the prompt is heard (maybe important regulatory info etc.)

 

[techcare]

Yep I understand that.

But the desire is to:
a) Call agents always
b) Play the prompt sequentially NOT over the top of each other.

If you uncheck/untick it will play the intro louder, the standard MOH softer.

 

[Milos Boksan]

If you uncheck/untick it will play the intro louder, the standard MOH softer.

This is true. But this is what we have.

Wouldn't this handle it (even if not 100% as the second Q loop message is not fully custom)?
Into Q1 --> 20s --> Q2 (Intro, all agents busy, play full before ring) --> 20s (position) --> stay in Q2.

Also this is a type of solution. For my example the customer wanted to customise the message played every 20s.