CCD queue call to automatic attendant

[gnuttisch]

Hi,

Is their possible to route a call that are waiting in the queue to the automatic attendant and ask client if they still want to wait or to leave an message/transferred to the attendant by pressing 1. Or hold on to keep you line in the queue. An then send back to their own ccd queue position?

Regards

[sadim]

Hi,
It is possible with CCIvr and with IAA (never test with IAA).
Regards

[gnuttisch]

Okey, dont have de CCivr but mayby someone could point me in the right docs for the IAA?

[gnuttisch]

Okey, so I have figured it out by reversed engineering, didn't find the docs

Created an IAA access pointed to the tree pointed to the leaves,
choosed "menu for auto attendant"
timeout action release
action 1 routing to attendant

Put the access number in pilot rule guide and the call transfers to the IAA and everything works.

But why does it read the menu twice? If I dial the directly to the IAA from an external number it only plays the message once.
So only when the CCD is transferring the call to the IAA it plays the message twice.

Anyone?

[gnuttisch]

Hi,

Done some more testing, as I said before, If I dial the IAA from en external phone it would only play my message once and then release the call. But if I get transferred their from the CCD, the IAA will play the message twice and the release the call back to the CCD.

When I change the timeout action from release to routing to prprog. No. It will also only play the message once.

So the only time the IAA will play the message twice is when a call get transferred their from the CCD and the timeout action is set to reales.

Anyone got an ide? or is it an bug?

[sadim]

Hi,

What is the OXE release?
Can i see the iaa configuration, mainly the leaf for going back to the waiting queue

[gnuttisch]

Hi,

Running 10.1.1

Code: Select all

Integrated Automated Attendant is "Validated"

Tone (VG) On Free Set :    0 (AUX_ZERO)
Tone (VG) On Busy Set :    0 (AUX_ZERO)
Inter Guide Tone (VG) :    0 (AUX_ZERO)
DTMF Numbering Key    :    -
Return Key            :    -
Silence Timer         :   30
Wait Timer ( on set ) :  100

Code: Select all

Leaf type    : 4 ( Menu for Auto Attendant )
Voice Guide number : 1004 (VG_MULT_1004)
Listening timer    : 101
Time Out Action
        Action type : Release
Action 1 :
        DTMF Key    :   1
        Action type : Routing to number "1234"
Action 2 :
        DTMF Key    :   -
        Action type : NONE
Action 3 :
        DTMF Key    :   -
        Action type : NONE
Action 4 :
        DTMF Key    :   -
        Action type : NONE