[cisco-voip] Menu Inside Queue

[Jason Loomans/MPTC]

Yes, that is accurate.  What is desired is that if a caller gets into the 
menu, they can complete it without being pulled to an agent.  I am finding 
in my experimentation that this is not working as desired, and as Jason 
Feurmann stated, could lock an agent into a reserved state.

Jason Loomans
Network Analyst | Moraine Park Technical College
jloomans at morainepark.edu



From:   Bill Talley <btalley at gmail.com>
To:     "Jason Loomans/MPTC" <jloomans at morainepark.edu>
Cc:     "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>, Ed 
Leatherman <ealeatherman at gmail.com>
Date:   05/28/2010 08:33 AM
Subject:        Re: [cisco-voip] Menu Inside Queue



Ok, I think I'm with you now. Sorry for not picking up on that like 
everyone else did.
 
So the callers hear the menu, they select their option and script proceeds 
with processing the steps under the output branch and that's where they're 
getting pulled and sent to the agent.   Does that sound accurate?
 
What is it that you want to happen under the output branch for the 
selected menu option?

 
On Fri, May 28, 2010 at 8:26 AM, Jason Loomans/MPTC <
jloomans at morainepark.edu> wrote:
Well no, that isn't the problem.  The problem was that the call would be 
presented to an agent instead of what the caller inputted to the menu. 
 Caller barge-in is something we want. 



Jason Loomans
Network Analyst | Moraine Park Technical College
jloomans at morainepark.edu 



From:        Bill Talley <btalley at gmail.com> 
To:        "Jason Loomans/MPTC" <jloomans at morainepark.edu> 
Cc:        Ed Leatherman <ealeatherman at gmail.com>, "
cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net> 
Date:        05/28/2010 08:14 AM 
Subject:        Re: [cisco-voip] Menu Inside Queue 



I'm really surprised that disabling barge-in didn't resolve the issue you 
described of the caller being able to interrupt your menu prompt by 
pressing a digit.  That's the sole purpose of that option, to either allow 
or disallow interruption of script processing by the caller. 
  
Silly question, but did you refresh the script and application after 
applying the change and saving the script back to the repository? 
  


  
On Fri, May 28, 2010 at 7:58 AM, Jason Loomans/MPTC <
jloomans at morainepark.edu> wrote: 
The barge in setting did not work correctly for this scenario. 

I'm continuing to research this as it applies to my scenario and will try 
Jason's Feurmann's suggestions.   

Thanks all! 

Jason Loomans
Network Analyst | Moraine Park Technical College
jloomans at morainepark.edu 



From:        Ed Leatherman <ealeatherman at gmail.com> 
To:        "Jason Loomans/MPTC" <jloomans at morainepark.edu> 
Cc:        Bill Talley <btalley at gmail.com>, "cisco-voip at puck.nether.net" <
cisco-voip at puck.nether.net> 
Date:        05/28/2010 07:39 AM 
Subject:        Re: [cisco-voip] Menu Inside Queue 



I'm curious if the barge in setting works, please let us know your 
results.

I would have suggested the same as Jason Feurmann. Only play the menu
if the caller is X or further in the queue.

On Thu, May 27, 2010 at 3:11 PM, Jason Loomans/MPTC
<jloomans at morainepark.edu> wrote:
> I will test this in the morning.  Thanks.
>
> Jason Loomans
> Network Analyst | Moraine Park Technical College
> jloomans at morainepark.edu
>
>
>
> From:        Bill Talley <btalley at gmail.com>
> To:        Jason Loomans/MPTC <jloomans at morainepark.edu>
> Cc:        "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
> Date:        05/27/2010 08:58 AM
> Subject:        Re: [cisco-voip] Menu Inside Queue
> ________________________________
>
>
> I believe you need to set Barge In to 'no'.
>
> Sent from a mobile device with very tiny touchscreen input keys. Please
> excuse my typos.
>
> On May 27, 2010, at 7:51 AM, Jason Loomans/MPTC <
jloomans at morainepark.edu>
> wrote:
>
> Hi,
> I want to present a menu to my caller's if they are put into queue while
> trying to contact an operator.  However, I do not want the the caller to 
be
> taken out of the menu and presented to a resource while the menu is 
being
> played to the caller.  I have the menu set to not interruptible, but 
after
> the menu prompt is played and the caller is inputting their menu 
selection,
> they are being pulled from the menu and not allowed to finish the menu.
>
> Is this possible?  Thanks.
>
> Jason Loomans
> Network Analyst | Moraine Park Technical College
> jloomans at morainepark.edu
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>



-- 
Ed Leatherman



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