We have enhanced our IVR objects to allow better experience for callers waiting to be served in queues. The enhancements include:
The Say object can now be interrupted with a DTMF digit input. For example, you can use 'Say' object while in queue
to announce the dynamic queue position and offer options to navigate to a less crowded queue or to be called back
if the waiting is long. Callers can select the desired choice without having to listen to the entire announcement.
Previously when a caller waiting in queue pressed a DTMF digit to opt out of queue, we offered only one exit option which was the object following the Forward-to-Queue object. We can now support multiple choices after exiting a queue. Add desired treatment choices after the Forward to Queue object and label each one of them. Use Go to object while in-queue to navigate to these labels outside of the queue.
For example, you want to offer multiple opt out choices for callers waiting in queue as shown in the diagram:
Add the desired treatment choices following the Forward to Queue object. Label each choice. Use these labels inside the queue for Get Digit choices.
We have improved the Call Back object as follows:
The Call back object has an added leaf <callback queued> to allow further processing after a call back setup is successful. You may play a prompt confirming the call back before terminating the call.
The In-queue music can now be interrupted for better caller experience. Lets look at a use case to understand the benefit.
Assume the caller in 3b condition waits for some time and later decides to skip waiting and press 9 to be called back while the queue music play is playing. The queue music is now interrupted to be navigated to call back.
The Loop and Time Intervals in a queue have been redesigned.
You can now move an IVR object within the script as desired. When you select an IVR object in the script, notice the Move up and Move Down links appear. Click on the link to move the object.
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