This is the customers request.
If a caller is in a Queue, could we set it up so there would be an option for the caller to leave a message or call back number? He wants the message or call back number to keep its position in the queue until an agent listens to it. (Even after the caller has hung up)
IPCC Express (version TBD)
if a caller is given the option of pressing 1 to leave a voice mail, this is OK.
once the caller presses 1, the call is removed from the queue and sent to the label or target that the script tells it to goto.
this call is no longer in queue and therefore cannot be kept in position in the queue.
The customer would like to get a recording using the script, keep the recording in queue even when the call contact disconnects. When the contact would have been presented to an agent, play the recording instead.
I know this is a long shot, but it is a customer request.
To to this it appears that we would have to either change the call contact to something else (html?) or have it somehow ignore the call disonnection.
There is a way to do this. Back in january 2004, I got the same request from a customer. With Cisco's help, I managed to create a script to allow a caller to leave a message, and then the message is queued against the same CSQ.
The only problem is that the message does not keep the original position in queue. Instead, it start back at the bottom of the queue. But, this was not an issue with my customer.
Contact me my e-mail, and I will send you an example of this script.