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setting a delay on use of DTMF key

Jun 18, 2015 09:46 AM PDT
Kathy Erbes-Mrsny
Cantaloupe Systems
I'd like to be able to set a delay on when a caller can use our DTMF key to go straight to voicemail. We do not play the barker that contains the DTMK key info until after the caller has been holding 60 seconds, but our caller base is repeat customers so they learned the shortcut key.

For example, I had 3 available agents waiting for calls this morning when a voice message came through. Turns out the caller pressed the shortcut key before even waiting to see if an agent would answer. He actually delayed his response by doing this.

Would love to be able to set a rule on every queue that the shortcut key is not available until after the caller has been on hold at least 60 seconds.
Sep 22, 2015 12:54 PM PDT
Damian Galindo
Global CTI Group
If the menu is in an ECC script then you can add a simple decision to ensure a menu without the shortcut is given to callers that are in queue < 60 seconds. For callers in queue > 60 seconds a menu with the shortcut is given.

If the shortcut is located in an Auto Attendant ECC has no control of the call. If your using Workgroups you can set different queue steps with menus, just ensure the steps < 60 seconds do not contain the shortcut.


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