We have really been running fairly smooth for a while. But with the upcoming Thanksgiving holiday, we need to make a change to our system to allow some different features. We currently have callers enter a SALES hunt group. This hunt DOES NOT have voicemail enabled. Upon entering the sales hunt group, our standard music on hold (external source) plays our company jingle while the user is waiting. However, Thurs and Fri, we will have a very limited staff. We would like the callers to be able to "Press 5" to be forwarded to the Sales voicemail. We run a VoiceMail Pro server, but I do not know how to modify the voicemail to allow a user to enter a keystroke once they have made it to the external Music on Hold. Your help is very much appreciated
We would like the callers to be able to "Press 5" to be forwarded to the Sales voicemail.
For that to happen, you must be at a menu action or something similar. How are the calls coming in currently? Are you using a "Queue" for this group, and want to give the caller an option for vociemail????
Voicemail Pro is very robust and has ways to set up "Holiday" greetings. If you are not familiar with programming it, call someone who has the experience.
Too many ways to do it. Follow Supertech2000's advice.
Mongo..
Correct. We have calls come in, we check for several conditions (including work hours, etc). We then forward the calls to specific Hunt Group Queues depending on the number the customer dialed. But once the customer selects "1" to place an order, they are transferred to the Hunt Group SALES and from the way I can see we do not allow key input at that time. Our MoH is from an external source and we can add WAV files that further explain the long hold time. But we would like the caller to CHOOSE whether they want to go to voicemail or continue to hold for 30 minutes. I know how to force them to voicemail after xx minutes. But what if they want to continue holding, want to go to voicemail, etc... This is where I am lost. Our Avaya partner always reads the HELP files for answers to the VMPro software. I can read help files and not get charged $125.00 per hour. But I am afraid reading does not equate to understanding. But I don't think our partner "understands" either...they just experiment
Our Avaya partner always reads the HELP files for answers to the VMPro software. I can read help files and not get charged $125.00 per hour. But I am afraid reading does not equate to understanding. But I don't think our partner "understands" either...they just experiment.
I hear you. Unfortunately all BPs are not created alike. I would be in the same boat and that's why I do not sell the IPO. There is only so much understanding to be had from reading and training. The real knowledge comes from years of experience with a product. It would not be fair of me to make the customer pay for my "on the job training".
That said I think you would do well to find another BP who has more experience with the IPO.
-Hal
Does the queue tell the customer that they are still on hold and to please wait?
If you are familiar with VM Pro, you will need to insert a menu action in the "still Queued" action flow under that groups name.
In that menu action make it have 2 options, timeout and "5". Timeout will go on to a generic "next" action to keep the caller in the queue. The "5" will g to another action of "leave Mail" in that action, the "specific" should be the mailbox of your group.
You then need to record a greeting in the menu action to tell the callers what to do
IF YOU DIDN"T UNDERSTAND what I just said, call someone in. If that voicemail pc has internet, I could even do it remotely.