Question on Routing

Architect & Flows
1

Hello All,

We are planning to implement a new statergy. The Requirments are as below.

Coustomer calls 8xx number and is directed to queue (routing Queue) with a special app. pls note that here we are not interacting with the coustomer except play greetings.

1)After waiting for 60 secs with a music in the queue for a agent group, 2) if no agent is available, coustomer would be played a voice treatment on which he would be asked series of questions to choose (DTMF and voice)from and depending on his choosing should be directed to other queues where coustomer would be answered by other agent groups.

I am clear till 1) but in the above description 2) need suggestions how routing/statergy should be designed to understand coustomers choice and route to other queues?

your input is much appreciated. Thanks in advance.

2

How are you providing your point 2 (menu for customer)? VTO? GVP? Other IVR?

Wyn

3

its VTO

4

little help pls ???

1 Like
5

What would be the problem?
Call enters > target and wait for 60 sec (eg.) > Exceed 60 secs > Call a VTO application where is prompted for:

  1. Do you want to keep waiting?
  2. Abandon
    If 1 then send to another RP where the target has 2 AG, the initial and the new one.
    If 2 then drop the call.
1 Like
6

Thanks cavagnaro

my question is how would the routing statergy collect the DTMF 1 and 2 from coustomer who is waiting in the queue on VTO and execute it? do i need to add any thing in the statergy to capture the coustomer choice?

pls bear with me

1 Like
7

That will be done by VTO. Check VTO examples to understand how to do it.

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