My company have been looking at some software that holds a callers call in the queue, after the caller has pressed 1 to select the option and spoken their name and number. Effectively queueing on their behalf, then once an agent becomes available, delivering the callers name and number to the agent, while making an outbound call to the originator.
In summary: inbound call the IPCC Express and all agents are busy -----> caller is given option to hold or press 1 to leave their name and number for a call back once an agent is available ------> agent becomes available, they get a 'queued message' saying the person name and number (which can be manually or automatically dialled) --------> agents makes the call, everyone's happy!
I think that IPCC Express 3.5(3) must be capable of doing this using a combination of dtmf keys, recording keys and maybe a secondary script that monitors for available agents in the original script, however I need some pointers on how to get there. Has anyone used this functionality or have experience in this area.
Cisco script applications are based on scripts created in the CRA Editor. These applications perform functions such as receiving calls, playing back prompts, receiving caller input, transferring calls and queueing calls.Refer URL
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