Stilled Queued

[Craig Catlow]

Hi, pretty simple feature I think but I can't see how to do this. Most call centre applications I have dealt with in the past have had the ability to have at least a second queue message. We called this queued and still queued. The initial queue message is the first 'sorry we cant take your call ' etc. Then after a certain time if the caller is still in the queue we could play a still queued message, eg, " thanks for your patience' etc. I'm currently using two separate queues to do this with the first queue overflowing to the second queue to get the second message. Is there a better way? This isn't great for agents as they have to log into two queues for one department.

 

[JosIPVG]

What you could do is have the Queue overflow to an IVR that plays the message wich then puts them back in the original queue.

Set the Destination if no answer to the specified time and then connect it to a digital receptionist that plays the prompt.
Set the DiNa for this IVR to the queue it came from.
This would effectively make the other queue obsolete but it does make the queued caller lose his original position in the queue.
Considering you allready have an overflow to another queue for the second prompt i dont think this is an issue for you.

 

[Craig Catlow]

@JosIPVG. Thanks for the suggestion. I had thought of that and came to the same conclusion. Also I suspect the call would count as a new call when it returns to the queue wouldn't it?

 

[JosIPVG]

Yes it does , so this is also a setup that affects call reports so if these are important to the customer then it would create some issues.
Everytime a queued caller goes to the destination if no answer it also counts as a missed/abandoned call i beleive.

 

[JosIPVG]

What you could also do now that it comes to mind cause i have done this quite recently is modify the Music on Hold.

I created one that would notify the user of possible callback by pressing 2 by modifying the MOH in audacity in wich i put in the notification prompt in every 45 seconds, could also be a possibility.
This way you keep 1 queue and dont mess with callreporting /stats.