sundance-communications.com/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Recording for ACD group

I have an ACD group for a reservation line on A SX200 ICP with integrated VM. Right now when a call comes in it goes into a queue after 1 1/2 minutes a recording from a RAD says "all agents are busy please continue to hold" at 3 minutes this repeats. After 4 1/2 minutes the call in queue goes to a message box where they have the option to leave a message for reservations or be transferred to the front desk. At the 1 1/2 and 3 minute points I would like to give the caller the option to continue to hold or leave a message with reservations, I do not see a way to do this with the RAD and if I can use a mail box to give the "dial 1 to leave a message" how do I keep the call in the queue if they want to continue to hold? MTMike

The way I've seen this handled most often, is to make another path with higher priority. As the caller is out of the queue when listening to the vm options, there is a chance that their call may have be handled. Upon entry into the second path their priority will place them ahead of any existing or new callers.

John's got it right. If they choose to hold, send them back to a different path, with a higher priority. Otherwise, they'll be going to the back of the line! When the caller is connected to a RAD, they do not get a dtmf receiver, which they would need to be able to dial out. That's why you have to send them to the vmail, which allows them to dial.