Hello good people,
One of our clients asked about some really crazy stuff (maybe not so crazy for you experts ).
I really don’t want to waste time on something that might not be possible to configure.
Ok, let’s gooo.
When it’s out of hours and when someone calls, IVR will answer and he/she can choose some options.
When he/she chooses something then the call will be forward to our vendor (some mobile number).
Also, after some time if that vendor doesn’t pick up the phone, the call will be transferred to the first escalation, then to the second.
What the client wants…
The client wants when someone calls out of hours and chooses some option, our vendor mobile will ring (so far so good), then if no one pick up the phone, he/she will hear a message “Please call again!”.
Then the same person will call again, and then with that second call, we will have first and second escalation.
Basically, a person will call the first time with no answer, will hear a message “Please call again” and then with the second call we will have escalations (of course if the vendor doesn’t pick up the phone).
Uhhh I really hope you guys understand me
I tried to google this stuff but with no luck.
Thanks in advance and have a nice day