There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:
If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.
Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.
We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".
BR,
Thomas
#Routing(ACD/IVR)------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
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