Add an option to break out of the call queue and leave a VM?

[James Gladwell]

I would like to add the option of pressing a button to leave a voicemail while a customer is in the call queue.

I am attaching my script to here, what can I do in order to allow the customers to decide to just leave a voicemail during busy times that they have been in the queue for a long time?

I cannot attach my screenshot of my script for some reason.  I will try to get it uploaded in a little while.

James

[James Gladwell]

[Anthony Holloway · Accepted solution]

If you would like the ability to press the button at anytime during the queue, then you will need to lose the Delay step and instead replace it with a Menu step that has a Delay Prompt of DP[30000].  You will also need to modify your two other Play prompts to allow barge in and to NOT flush the input buffer.  In the menu, once they press the option for VM, you simply use the Call Redirect step to redirect to the VM pilot number, using the mailbox number as the Reset Destination field.  If you want these types of calls reported as Handled versus Abandoned, then you will need a Set Contact Info step to mark the Contact handled upon successful redirect.

I hope that helps.

Here's a quick pseudo code snippet to reference:

Queue
     Play Prompt with Barge and Don't Flush the Buffer
     Queue Loop:
     Call Hold
     Menu DP[30000]
          1 - Voicemail
               Call Redirect to VM Pilot Reset Dest to Mailbox
                    Successful
                         Set Contact Info Handled = Marked
                         End
                    Busy
                    Invalid
                    Unsuccessful
          Timeout
          Unsuccessful
     Call Unhold
     Play Prompt with Barge and Don't Flush the Buffer
     Goto Queue Loop

Anthony Holloway

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[James Gladwell]

+5 Thanks Anthony!!

[James Gladwell]

This is what I have now.

Works perfect, except the QueueWaiting is only play every 2 minutes. 

[Anthony Holloway]

I forgot to mention that you need to remove the timeout and retry values under the Menu's Input tab.  What's happening is that the menu is playing multiple times when nothing is entered.  Try that and then I think you'll have it 100% where you want it.

Anthony Holloway

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[James Gladwell]

That did it. The queuewaiting.wav is cut off by a few seconds when it starts, but it is playing more often that every 2 minutes now.