Zoom Contact Center Call Flow Design

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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."

Flow Editor

Vinnie

Community Champion | Customer

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

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PatDuss

Contributor II

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.

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Vinnie

Community Champion | Customer

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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