Filter
Top Products
450 Chapter 17 Intelligent Queue
7. To rename the Answer (Main Menu) DTMF Option, type a new name under DTMF Option Details.
8. Click Save DTMF Option after configuring each option.
9. Select your DTMF Options: Greeting, # of attempts, Timeout (sec), No digit, Invalid digit, Error
message, Transfer call, and Force Greeting.
See Table 17-2.
10. If you select # of attempts and Timeout, you can accept the default values or specify your own.
NOTE: The # of attempts and Timeout fields are required for the interactive tree to function properly.
11. If you select Transfer call, Hang up is the default setting.
NOTE: The Transfer call option will be executed only if selected and if the number of attempts has
been exceeded.
12. After you configure the Answer (Main Menu) DTMF Option Details, click Save DTMF Option.
13. Continue to configure each of the following options under the Answer (Main Menu) and any
submenus you’ve created: Callback, Collect Digits, Go To, Management, Play Message, Replay
Greeting, Sub Menu, and Transfer.
14. To change the name of a DTMF option, type a new name in the text field.
15. Remember to click Save DTMF Option after configuring each DTMF Option.
16. Click Save once again to save the tree structure.
Setting up messaging plans
Intelligent Queue answers a call and plays a predefined .wav file. Messages can be prerecorded phrases
(static), or messages that are made up of a set of concatenated phrases (dynamic). Dynamic messages
deliver queue statistics and are usually combined with static messages.
NOTE: You set up messaging plans before you set up management plans.
Table 17-2: DTMF options
Option Action Taken
Greeting Plays the main greeting when a call is received.
# of attempts Defines the number of attempts to press the correct digit a caller is allowed
before one of the following actions is taken by Intelligent Queue:
Error message is played
(if the Error message option is selected)
Call is transferred;
(if the Transfer call option is selected)
System hangs up.
(if Hang up is selected by default)
Timeout (seconds) Defines the length of time the system will wait for a DTMF response before
timing out.
NOTE: Each timeout registers as one attempt.
No digit Plays a message that no digit has been entered.
Invalid digit Plays a message that an invalid digit has been entered.
NOTE: Each invalid digit registers as one attempt.
Error message Plays a message when the number of attempts exceeds the limit set in the
# of attempts option.
Force greeting Forces the caller to listen to the greeting before the caller can transfer to a
selection offered on the menu.