I have topic to go to an IVR module with AA option. If customer press 1, it transfers the calls to agent group. I would like to add a logic to let the call overflow to another group if the call is waiting in the queue for more than 30 seconds. However I have tried a few conditions and seem they include the time listening to the AA announcement. Is there any way to have a call waiting time after caller been transferred to the agent group?
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add an additional topic after IVR before Agentgroup, in front of agent group ask in taskflow loginc element for c.waitThisQueue, in this scenario the waiting time in the last topic behind the IVR is considered -
Hi ,
Thanks a lot for the reply.
I tried implementing but results as as below,
When I configure the logic in the last Topic (RSA), I couldnot activate the taskflow as it gives error. Please find the below screenshots to see the setup..
In our setup, the call will come to main Topic “ Welcome” and it will be routed to another topic “800RSATopic “ if the caller press 1
[IMG]file:///C:\Users\kifayath\AppData\Local\Temp\msohtmlclip1\ 01\clip_image002.jpg[/IMG]
Inside 800RSATopic, if the caller press 1, the call be routed to another topic named “RSA”
[IMG]file:///C:\Users\kifayath\AppData\Local\Temp\msohtmlclip1\ 01\clip_image002.jpg[/IMG]
In Topic “RSA” I have created a logic for checking the available agent in the agent Group and if no available agent , it will play the wait message as shown…
[IMG]file:///C:\Users\kifayath\AppData\Local\Temp\msohtmlclip1\ 01\clip_image002.jpg[/IMG]
I tried adding in the RSA Agent Logic with a task tag as c.waitThisQueue, but couldnot activate the taskflow.
Please do let me know where should I add the same ?
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