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IVR and message of busy lines

maxi favaro

January 23, 2021 21:26

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Hi.
How should I configure an s50 so that when an incoming call is answered by ivr if no key is pressed, it goes to another ivr that indicates that the lines are busy, but in turn, while playing the second ivr at the same time ring internal .
thanks

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3 comments

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  Larry Neblett January 24, 2021 12:04

  On the press key event page there are settings for no entry (timeout) and invalid entry. You can create a second IVR and use the timeout to send to a different destination to include a ring group, queue or IVR. However, an IVR will not ring the other phones until such time as some action or inaction occurs (caller makes a selection or again a timeout or invalid entry that points to a ring group, extension or queue). 

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  Sopal Thorn June 30, 2021 09:00

  Hello Team,

  Right now I have an issue with S100. when incoming call hare ivr press 1 for English and then route Agent but if Agent busy the line. We need hare ive busy but it is not hared after agent busy the line. Please help assist me or send it to me here.

  I am waiting from you soon. 

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  Larry Neblett June 30, 2021 11:02

  You should have created a new thread rather than adding on to an existing thread whose original issue is not the same or related to the one you have posted about. 

  In any event, the IVR is only doing the job that you asked of it and that is to route the call based upon the caller's ley input. The IVR has no way to know in advance where the caller may wish to go and as a result has no way to know if the destination is busy or not. 

  You should investigate the use of an call queue. The key press can direct the call to the Q whereupon the Q will see what agents are available to take the call. If one is available, the Q will direct the call to that or agent or agents based upon the ring strategy. If no agent is available, the Q will hold the caller in the Q with MOH or a message that you make that can advise the caller that all agents are buys, etc. When an agent becomes available, the Q will then send the call on. 

  The manual will have more detail and at least with this method the caller is not met with a busy, but with an opportunity to reach an agent in a short period of time (hopefully).