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Omnichannel Voice - What to do to "Shut Off" Phones

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Posted on by EscapedAnteater 67

In our current system, we have sales folks who have department wide meetings. IN that system, it's super easy to just turn off the phones and a message comes up when you call that plays a custom message. 

We have three different queues, all with different calendars (residential sales, customer service, and professinal sales respectively) So editing every one of those calendars for a meeting doesn't exactly make sense. Do we think there's a better way to do this?

Obviously what I'm looking for is the ability to get all my agents away form all queues and have one of a few things happen - in order of preference

1. Play a custom message that says something. Probably just a "Hey we're away in a meeting call us back in a few"

2. Do something other than transfer people to queues that just ring indefinitely 

Thoughts?

  • Suggested answer
    Shawnsauve Profile Picture
    Shawnsauve 1,089 on at
    RE: Omnichannel Voice - What to do to "Shut Off" Phones

    It sounds like you're looking for a way to manage your queues and messaging when your sales team is in a meeting. Here are a few suggestions:

    1. Use the "Inactive" presence status: Many customer service systems allow agents to set their presence status to "Inactive". This status can be used to indicate that an agent is temporarily unavailable, such as when they are in a meeting. When an agent sets their status to "Inactive", incoming calls and messages can be routed to other agents or handled in a different way. You may be able to customize the message that is played or displayed when an agent is in an inactive status.

    2. Use a "Meeting" status: If your system doesn't support an "Inactive" status, you could create a custom "Meeting" status that agents can use when they are in a meeting. When an agent sets their status to "Meeting", incoming calls and messages can be routed in a different way, such as to a voicemail or to a backup queue.

    3. Use a different phone number: If you have a separate phone number that you use for sales team meetings, you could route calls to that number instead of your regular customer service queues. This would allow you to customize the message that callers hear and avoid the need to update multiple calendars.

    4. Use a third-party service: There are third-party services available that can provide call routing and messaging options for customer service systems. These services can allow you to customize messages and routing rules based on your specific requirements.

    Ultimately, the best approach will depend on the capabilities of your customer service system and your specific business requirements. It may be worth exploring different options and testing them out to see what works best for your team.

  • Suggested answer
    EscapedAnteater Profile Picture
    EscapedAnteater 67 on at
    RE: Omnichannel Voice - What to do to "Shut Off" Phones

    For anybody who comes looking at this later, I just adopted a verson of what Neil Parkhurst is doing here

    neilparkhurst.com/.../

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