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  • 1.  ACD Routing

    Posted 09-04-2024 16:21
    No replies, thread closed.

    One of the customer care departments is looking to have calls route to a queue, but if no one is available to have that call routed to a voicemail.  I'm not sure how to route a call based on the availability of a queue.  Any ideas out there?


    #ArchitectureandDesign

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    Matthew Aubin
    Raymours Furniture Company, Inc. d/b/a Raymour & Flanigan Furniture and Mattresses
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  • 2.  RE: ACD Routing
    Best Answer

    Posted 09-04-2024 16:31
    No replies, thread closed.

    You could have a couple of options.  First you could use an in queue Call Flow to off ther voicemail after it sits on queue for a specified period of time.  Secondly, you could check wait time or the available agents before transferring to the queue and transfer to voicemail if you long or no agents.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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