Current Functionality: Once a caller hits the queue, there are three possible outcomes: 1) caller hangs up, 2) caller continues to wait in queue until agent answers, 3) caller hits Max Wait Time in Queue and is routed to voicemail.
Desired Functionality: Add a 4th option where callers in the queue can press a key (ex: presses 9) to be routed to voicemail (vs. have to wait until an agent answers or until they hit the Max Wait Time)
*Note: we currently have our IVR setup to press 1 for agent (routes to queue) or to press 2 to route to directly voicemail. The above request is to enable a caller to reroute to voicemail after pressing 1 for an agent.
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