Message before ACD

[Mattmayn]

I have a customer who is wanting to force inbound calls to a queue to hear a new products message before they enter the queue. They are running MCD 5.0 SP1. Currently calls hit the AA (embedded VM) they select an option and then go to the queue. Would it be best if I just had them record the mesage on the name portion of the option MB so it would play when they press the button or should I send it to another path that doesn't have any agents that would play the mesage via a RAD and then send them over to the real path?

Pros and cons?

[ralph]

Some of that depends on the amount of traffic you get.
If you play the message via the auto attendant you may use up all your VM ports so no one new can get in until a port frees up and you wouldn't have enough ports to actually leave voice mails.

I usually like using another path for these things because the system will play the same message to multiple callers using only one port.    But the down side is you have to monitor the timing of the message because you don't want to send the call to an agent until after they hear the message - the timer is based on the interflow timer of the path so if callers have to wait for a RAD port that may mean they may not hear the whole message.

I think I like you VM solution better in this case if your traffic supports it.

Ralph

[LoopyLou]

The phase timer still in the 3300? That was a delay before agents are presented with a call.

[Mattmayn]

Is there a limit on the length of the recording for the name on a MB?

Also, now they are looking into the future where they may want to customize the recording that people hear based on vertical market or vendor from which they purchase. Is there a way to do this other than have them call a specific DID that would be associated with that account/market?

[Mattmayn]

Is there a way to get rid of the "you are being transferred to" portion?

[LoopyLou]

I would expect there is a limit to the name length in a Mailbox. Not sure how long it would be.

Think you would have to go with the individual DID's. Too bad they don't have a Nupoint.

[Mattmayn]

A further question has been asked:

Is there a way to setup 5 mailboxes (essentially 4 more mailboxes) and have a different message on each mailbox and have a different mailbox used each day?

Monday would be mailbox 1 – upsell on support levels
Tuesday – mail box 2 – ComplianceFactory upsell
Wed – mailbox 3 – TaxFactory upsell
Thur – mailbox 4 – eFormsFactory upsell
Fri – mailbox 5 – upsell on SaaS products and ease of use


I know that they can't do this with the embedded, how about with Nupoint or Esna? The above is from the customer, they want a schedule so that the AA option either goes to a different queue or message for each day.

[sarond]

You should be able to achieve it with NuPoint and Call Flows.
What about IQ/Visual Workflow Manager.