Alcatel Unleashed

Hello,

I have a pilot that greets customers with standard "This is company X, thanks for calling" (PF CC VAT), puts a call into a queue (PF WQ VAT) and then agents from a PG serve the call (PF PG VAT). Calendar is setup on the pilot to put it into forwarding mode which uses dissuasion queue (PF WQ VM VAT) to transfer the call to voice mail (4645). Up to here, everything works great.

What I want to achieve is to play a VG saying "We're sorry, we cannot serve your call" and transfer the call to the voice mail in the following three scenarios:
1. PF WQ VAT is full (estimated waiting time > max waiting time parameter on the queue)
2. PF WQ VAT overflows (the call has been inside the queue for too long)
3. All agents in PF PG VAT are withdrawn during working hours

I thought about how to do it and the only solution I came up with is to create another queue that I will use as an alternate route for PF WQ VAT (to answer queue full scenario) and a pilot as a overflow address for PF WQ VAT. This pilot will have a presentation guide ("we're sorry...") and will use the same dissuasion queue (PF WQ VM VAT) that is used for calendar to transfer the call to the voice mail. I of course had to set "Transfer to pilot in dissuasion" to true on the new pilot for this to work.

The setup is shown here:


Everything seems to work except for one crucial thing. The presentation guide on the pilot PF CC DIS VAT doesn't play when used in those scenarios. It plays normally when I call the pilot directly. I have no idea why wouldn't the guide play, I tried using a statistic pilot in front of the PF CC DIS VAT, an abbreviated number, a dummy user with an immediate forward, nothing seems to work.

Any ideas on how to fix? Or maybe such a scenario may be implemented in a different way? It seems to me that it's a pretty common scenario, announcing that the call cannot be server before transferring it somewhere, it should be possible.

Thank you for any advice.

I think that is normal, as it is seen as a network redirection, in which case the voice guide of the targeted pilot is not played.
Why don't you use a greeting of the mailbox containing "We're sorry, we cannot serve your call, please leave a message after the beep"?

Mailbox is also used for the transfer outside of working hours and the exact message they (business people at my company) want to have for overflow says "We're sorry, due to a very high amount of calls, we cannot serve yours ight now." Doesn't really suit the outside of working hours scenario.

I came up with a solution though. I used an Incoming Greeting Guide with a routing to mailbox, I was so focused on getting that pilot setup to work that I forgot about that feature. Still, I thought there's a property of a pilot somewhere that tells it to play the presentation guide even though it's a transfer.