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  • 1.  Use In Queue Flow in Override default in queue handling for Hold Message

    Posted 11-15-2022 14:53
    Edited by Rechelle McConnell 11-15-2022 15:14
    No replies, thread closed.

    Hi, 

    Need more help on On Hold message, please...

     Scenario:

    IVR Menu with 5 options for the customer to press.

    Each option will have their own unique hold message (prompt wav file) while waiting for the available agent. This prompt hole message will play up to 99 times and disconnect if still no agent available. 

    > Create an Inbound Call flow (greetings message from the menu and the menu message options) from Menu prompts transfer to ACD (queue)

    > Create In queue flow use loop repeat 99 times and assign wav file to Hold Music action and add disconnect

    > going back to Inbound Call Flow, assign the specific In queue call flow to the override default in queue handling.

    Will this work? Please help what else missing. Thank you.


    #ArchitectureandDesign

    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------


  • 2.  RE: Use In Queue Flow in Override default in queue handling for Hold Message

    Posted 11-15-2022 15:19
    No replies, thread closed.
    Why are you hanging up on your caller?  As the caller, I'd be pretty mad if I waited however long and then you just hung up on me.  When I called back and eventually got an agent, I'd definitely complain.  Why not just keep waiting until either 1) the caller decides to stop waiting and hangs up or 2) an agent answers?

    You know the inqueue flow is itself a looping task?  It executes all the actions, then starts over when it gets to the end.  Ad nauseum, until either 1 or 2 happens.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Use In Queue Flow in Override default in queue handling for Hold Message

    Posted 11-15-2022 15:57
    No replies, thread closed.

    Hi Melissa, 

    I understand, it's just the design I got. when the call come in the caller pressed the option and if the agent is not available it to play the hold message. This is my frist time to build a call flow and figuring out how to put the hold message. 

    I agree we should not hang up but from what I heard our call center never gets to 99x we agents gets the call.

    Please help if my config is correct? 

    Is the call flow correct and assign override default in queue handling is the correct way to do it? 

    for Inqueue Call Flow for hold message... should I just set like this?



    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


  • 4.  RE: Use In Queue Flow in Override default in queue handling for Hold Message

    Posted 11-15-2022 16:07
    No replies, thread closed.

    Is the call flow correct and assign override default in queue handling is the correct way to do it?   Yes, except your screenshot does not show it doing this.  You need to click the override button, then you will see a dropdown to pick the inqueue flow you want to use.  You will need to publish your inqueue flow for it to show up in the dropdown.

    for Inqueue Call Flow for hold message... should I just set like this?  Yes



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Use In Queue Flow in Override default in queue handling for Hold Message

    Posted 11-15-2022 16:13
    No replies, thread closed.
    Oh, great! Thank you so much Melissa.

    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


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