Call Transfer - Hunt Group Style

[smann]

Good Morning,

I've been asked to come up with ideas on how to implement an IVR script that will attempt to transfer a person 4 times.

The plan would be to import a list of agents that can handle the calls, then do a look up and transfer to one, if a human doesn't answer, they want to go to the next one, and then another, on the last (4th) attempt if it doesn't connect to a human, they want it to go to a voicemail (which I know I can either record, or send to a final number that could be a voicemail box.)

The questions are:
1) Since I am not using the outbound api, but transfer tags, is callee type detection enabled for the transfer command?

2) On a transfer, would there be anyway to request human interaction from the callee to indicate they are in fact a human, IE: I am the caller, I hear "Thank you for calling, please wait while we attempt to connect you to an agent" - Behind the scenes the first transfer attempt begins, if something answers it plays a message like "You have a sales call ,press 1 to connect", then if one is pressed they are connected? (I don't think you can do this, but if you can, or have other options, I'm interested to hear them)

If you have no other suggesstions for how I could make the above work, I have another idea I'll try swing, but wanted to go this route first.

Hope that made enough sense that you're able to answer, if not, let me know and I'll elaborate or clarify.

Thanks,

Steve

[support]

Callee type detection is not enabled on IVR transfers, nor is there a way to interact with the callee prior to transfer completion.

However, there is an approach that we use here at Plum for our own call escalation processes. We put the caller into a holding pattern while we tell the outbound IVR system to make several IVR calls to multiple callees. As soon as one of these callees acknowledges that they wish to take the IVR call, they're instructed to hang up. Their number is retrieved by the caller's script and the caller is then transferred on to the callee that chose to accept the IVR call.

[smann]

Perfect, thanks for the feedback. That'll help a bunch.