Play announcement and collect digits in target block

Architect & Flows
1

Hi,
Question, in my routing strategy, if no agents are available I play a queue message via Stream Mgr. The message basically states "thank you for calling, if you prefer to leave a message please press 1, or you may continue to hold. If I don’t press anything, the music treatment plays, which is great and is suppose to happen. No problem there.

If I press 1, the call should route to a voicemail box. From the red port of the target block, I have an IF statement that checks for CED=1. Its not getting there. If I press 1, I hear the music treatment from the target block.

Any help would be appreciated.
thanks
victory

2

You flow should be:

Entered > Ask for available agents > None available > Play Voice guide asking for what to do > Press 1 > Go to VM target
Entered > Ask for available agents > None available > Play Voice guide asking for what to do > Wait > Go to AG target
Entered > Ask for available agents > Available > Go to AG target

1 Like
3

Can you post you’re URS log here please? I’m interesting in the RequestApplyTreatment message.

1 Like
4

sorry for the delay. I will

5

Hi Victory,

You cannot use Play announcement and collect digits block in Selection block. Such configuration is not supported and any DTMF input will be ignored. The only way is playing a message with the options to the caller in the first step and queue the call afterwards if the customer wants to wait.

R.