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  • 1.  Voicemail messages

    Posted 09-01-2023 13:13

    A very simple ask I hope. Is it possible to stop a call going to a customers Voicemail when dialling outbound ?. We have done some testing so that the customer "rejects" the call by pressing the button on their mobile so they don't let the call ring out as such.

    When we have tested some calls have gone to a VM and some haven't however we want to ensure that NO calls go to a customers VM. 


    #Outbound
    #Routing(ACD/IVR)

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    richard craig
    British Telecommunications PLC
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  • 2.  RE: Voicemail messages

    Posted 09-04-2023 12:12
    Edited by Robert Wakefield-Carl 09-04-2023 12:12

    If you are using Outbound calling with Power or Predictive or maybe even Progressive, it should be able to detect the VM and then follow the path for the VM in the Outbound settings.  If Preview or manual dialing, it is up to the agent to disconnect before the beep.  



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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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  • 3.  RE: Voicemail messages

    Posted 09-04-2023 12:20

    Robert - we have resolved that issue. Is it possible to do the following ?.

    I need to know if it is possible , and if it is, how to configure the following :

    The customer receives a call from the dialler in PREDICTIVE mode and the customer waits for the call to be answered when there is a queue.

    The customer waits what they consider to be to long and disconnects the call. Midland Heart see this is a "nuisance" call once the call is disconnected.

    The dialler then must call the customer back in PROGRESSIVE mode to ensure that an agent is connected to the customer.



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    richard craig
    British Telecommunications PLC
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  • 4.  RE: Voicemail messages

    Posted 09-04-2023 17:16

    You can use a pre-call rule to check the queue.  Skill-based dialing coming in next month or so is your better bet.



    ------------------------------
    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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