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Can a caller press a digit to leave a queue? RRS feed

  • Question

  • It doesn't look like there are many options for exiting a Queue in Lync 2010.  I see a queue timeout and queue overflow but is there anyway to setup the system such that if a caller gets tired of waiting in the queue they can press a digit to go to another extension?

    • Moved by Sharon.Shen Wednesday, September 28, 2011 2:29 AM EV (From:Planning and Deployment)
    Monday, September 26, 2011 8:09 PM

Answers

  • Hi,

    If your are referring to RGS, then it's no. The DTMF disturb for queues is not there. The caller have to wait till the Queue time out and proceed with the next action or hang up and dial again. but it will work for the IVR Prompts. 

    Thamara.

    • Proposed as answer by Sharon.Shen Wednesday, September 28, 2011 2:48 AM
    • Marked as answer by Sharon.Shen Friday, October 7, 2011 1:29 AM
    Tuesday, September 27, 2011 7:38 AM
  • Hi,Jif19,

    If you are talking about Response Group and you have created agent group you can set different methods for routing calls to agents in the group.

    Longest Idle--To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest);
    Parallel--To offer a new call to all available agents at the same time,the call is sent to the first agent who accepts it;
    Round robin--To offer a new call to each agent in turn;
    Serial--To always offer a new call to the agents in the order in which they are listed in the Agent list;
    Attendant--To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

    More details please check http://technet.microsoft.com/en-us/library/gg398917.aspx

    However if there is no agent available and the time for a caller to wait on hold is timeout and the call will be handled by the methods you confiured in call action when you create Response Group Queue.Details please check http://technet.microsoft.com/en-us/library/gg412979.aspx

    Regards,

    Sharon

    • Proposed as answer by Sharon.Shen Friday, September 30, 2011 9:41 AM
    • Marked as answer by Sharon.Shen Friday, October 7, 2011 1:29 AM
    Wednesday, September 28, 2011 2:48 AM

All replies

  • Hi,

    If your are referring to RGS, then it's no. The DTMF disturb for queues is not there. The caller have to wait till the Queue time out and proceed with the next action or hang up and dial again. but it will work for the IVR Prompts. 

    Thamara.

    • Proposed as answer by Sharon.Shen Wednesday, September 28, 2011 2:48 AM
    • Marked as answer by Sharon.Shen Friday, October 7, 2011 1:29 AM
    Tuesday, September 27, 2011 7:38 AM
  • Hi,Jif19,

    If you are talking about Response Group and you have created agent group you can set different methods for routing calls to agents in the group.

    Longest Idle--To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest);
    Parallel--To offer a new call to all available agents at the same time,the call is sent to the first agent who accepts it;
    Round robin--To offer a new call to each agent in turn;
    Serial--To always offer a new call to the agents in the order in which they are listed in the Agent list;
    Attendant--To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

    More details please check http://technet.microsoft.com/en-us/library/gg398917.aspx

    However if there is no agent available and the time for a caller to wait on hold is timeout and the call will be handled by the methods you confiured in call action when you create Response Group Queue.Details please check http://technet.microsoft.com/en-us/library/gg412979.aspx

    Regards,

    Sharon

    • Proposed as answer by Sharon.Shen Friday, September 30, 2011 9:41 AM
    • Marked as answer by Sharon.Shen Friday, October 7, 2011 1:29 AM
    Wednesday, September 28, 2011 2:48 AM