atcomsystems.ca/forum Forums TDM Business Telephone Systems Panasonic Telephones & Systems TDA100 + TVA50 - Calling a Custom Service Menu

Sooo heres my situation. We're a tech company and when someone calls in for support, our operators transfer the caller to extension 604 (this is our Support Hunt Group). If nobody answers after say 20 seconds, it will transfer to our voicemail box.

Well the problem is, we're getting a lot of voicemails because we're on the phone, we'd rather have people stay on hold and give them the option to leave a message. So what i want is the following:

Person gets transfered to 604. After 30 seconds, a recording comes on "sorry we're busy, press 1 to leave a message or continue to hold for the next rep" and then they get put back on hold for 30 more seconds, and the cycle repeats.

Now, i can't seem to find a way to transfer to a CS menu. I can see my overflow or no answer times, and i can xfer them to an extension... but thats not exactly what I want.

I tried to set up the voicemail box so that it would automatically forward to a CS menu, but didnt see that option.

Basically if theres a way i can transfer a caller to a CS menu that would solve my problem, but i can only play with CS menus once the call gets sent over to my voicemail system.

Even if i use the personal CS menus for the mailbox, the only options i have if NOTHING is pressed, is that the call goes into the mailbox or its dropped completely.

Any ideas here???

best thing is to put in a message card in the system, you can come back with messages and offer them a option to go to voice mail. only problem is they could end up at the start of the queue

What do you mean by message card??? Whats the part number on this, do you know? Our queues arnt that long, but id rather a client sit on hold and at least get a reminder message, then sit on hold for 5 minutes....

KX-TDA0191X is the message card

KX-TDA0190X is the option card for it to sit on.
You can set up a queue with messages coming in every 10,15,20 etc seconds. and at the end you can loop it to a message or overflow to another group or mailbox.
If you just give please hold and someone will be with you in a moment, they will not lose their place in the queue, but if they are sent to a disa message and asked if they want to leave a message then they will end at the start of the queue.

You could also...

In the voicemail unit,change the transfer from fx to fxd, then the system will control how long before the group will ring before going to voicemail, with no-answer timer and put a message playing on the music on hold port

Thanks, i have the option card because i have a door phone. I'll look into that, sounds like what i need.

Wow, with a 500+ price tag, i think we'll do without the messaging card... seems like a lot of money to spend just to get a message to kick in every so often.

Id rather not change the hold music, as theres more then 1 department here.

You need a tech who knows the system to set up your call distribution properly.

you can definately set up some fake queueing using rollovers and overflow if you know what you're doing.

I haven't used the personal custom menu, but given your example above, can't you give them a prompt to press a key that returns them to ringing the hunt group and if they press nothing they go to the mailbox? "press 1 to continue holding or remain on the line for the message center"