While the caller is waiting in the Call Queue, is there a way to present an option to press any number so he can leave a voicemail?

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Robert Dela Merced

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Posted 3 months ago

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Justin, Employee

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Hello Robert,
Great question! The answer is yes you can. The best way to accomplish this would be to do the following:
1. Set the "Interrupt Audio" interval within the call queue so that the caller is presented with a custom message every so many seconds. This is done under the "Greeting & Hold Music" section of the call queue programming.
2. Create a "Messages Only" extension with a digit length of one so that a single key stroke is all the caller will need to press in order to reach that mailbox. This is done under the "Others" section under the "Groups" heading on the portal.
3. The custom message set as the "Interrupt Prompt" on the call queue would be a custom message advising the caller they can either remain on the line for the next available agent -OR- they can press the key stroke that is the equivalent to the mailbox number of the messages only extension that was created.
4. The messages only mailbox can be set to deliver the voice message of the caller to whatever mailbox on the account you wish. It can also be set to email the voice messages to whatever email address you wish as well.

Our platform will respond to DTMF input during the playing of the custom message so long as what is entered matches an extension on the account. That is how our platform is designed to work. 

Here is a screen shot from the call queue showing the Interrupt settings:


I've tested this on our lab account and verified it works so it should work for you as well. Hope this helps!

Thanks,

Justin Rampy
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Robert Dela Merced

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Thanks I will try this.
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IT Infrastructure

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will this break the live report or other report in any way ?

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Saadet - Community Support, Official Rep

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Hey IT Ifrastructure, your question is a tad vague. What are your concerns? What do you consider "breaking"?