Zoom Contact Center Call Flow Design

[jvfoster]

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."

[Vinnie]

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]

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]

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.

[PatDuss]

I appreciate the response. I was under the impression that a selection HAD to be made so it even seemed odd that you could loop the interrupt in the first place. The fact that if you ignore the interrupt you just remain in queue was not clear.

This makes more sense to me now and making that clear in the audio message that is played is the way to go. 

Thanks! 🙂