Hi Team,
When a call enters the In-Queue Flow, I first play hold music and the default estimated wait time. I have configured an Offer Voicemail option that routes only to Skill A, because only agents with Skill A can handle voicemail interactions.
If the customer does not choose voicemail, I want to remove Skill A, then play hold music and the estimated wait time again for up to three retries. After the retries are completed, the call should finally go to voicemail.
In this scenario, I want to remove Skill A and the other skill as well while the call is in the In-Queue Flow. Could you please let me know how this can be achieved in the In-Queue Flow? If anyone has implemented a similar scenario, please share your suggestions.
#ArchitectandDesign------------------------------
Srikanth k s
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