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New Member

ICD 2.2: Can a customer in the queue break out to v/m?

Sorry if this is a simple question, but does anyone know a way for a user who is on hold in the ICD queue to press a key in order to be transferred to a voice mail box and exit the system?

4 REPLIES
Bronze

Re: ICD 2.2: Can a customer in the queue break out to v/m?

This should be possible. But I am not very sure of how to do it. Maybe the following link might be helpful.

Ring-no-answer Setting For Interactive Call Distribution Agents"

http://www.cisco.com/warp/customer/788/AVVID/icd_ring_na.html

New Member

Re: ICD 2.2: Can a customer in the queue break out to v/m?

I did it once. I added a menu step in to the part of the script where the queue is. Then you can have a menu option to transfer to a dummy phone that's forwarded to voice mail.

New Member

Re: ICD 2.2: Can a customer in the queue break out to v/m?

Yes, that is how we ended up getting it to work. Didn't know about the CRA editor at the time I asked the question, but with a little trial and error it turned out to not be as difficult as I thought.

New Member

Re: ICD 2.2: Can a customer in the queue break out to v/m?

I have a picture of my Q attached.

Where exactly should the Menu go?

I added a menu Under the "Order Q Loop:"

but it just played the Menu Prompt and then said "are you there", "are you there", it never went into the queue.

What i would like is this:

call comes in... just before it goes to queue, it says "press 1 to go to voicemail and not wait in the queue", then it goes into the queue

thanks

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