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jvfoster
Newcomer
October 19, 2023
Question

Zoom Contact Center Call Flow Design

  • October 19, 2023
  • 1 reply
  • 11 views

I am trying to configure the interruptible message within a call flow:

 

Example

"We apologize for the delay, Press 1 to leave a voicemail or press 2 to continue to hold for the next available representative."

    1 reply

    Vinnie
    Community Champion | Customer
    Vinnie
    Community Champion | Customer
    October 19, 2023

    Hello @jvfoster . Here is a good document explaining how to do it by using "Menu-based interrupts for Voice Queues".

    https://support.zoom.us/hc/en-us/articles/10683345220237-Changing-interrupt-media-for-voice-queues

     

    In the section for the "Interrupt Settings" you will see you can use it to offer the options "Callback", ""Voicemails", or "going to other Flows/Sub-Flows".

     

    I hope this helps

    Vinnie

    PatDuss
    Participant
    PatDuss
    Participant
    November 15, 2024

    Would routing the caller back into the flow not reset their position in the queue? This doesn't appear to solve the "press 2 to remain in the queue" option. 

    Vinnie
    Community Champion | Customer
    Vinnie
    Community Champion | Customer
    November 18, 2024

    Hello @PatDuss . I am sure that would be the case but unless you have a compelling case, you don't have to Dequeue and Requeue the call; as far as I understand, you just need to select nothing to remain in the Queue. The idea of having an option to periodically interrupt the MOH while waiting in the queue  is to give the caller an opportunity to select a different path other than remaining Queued.

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