I’m looking to see if this is possible or if there is a better way of accomplishing this.
Goal: There are two separate groups that are responsible for answering calls, the first group has the primary responsibility for answering and scheduling calls. The second group, has the role as a secondary responsibility but just in case the first can’t get to it. Would like the people calling in to be prompted every 5 minutes to leave a voicemail or continue holding. After 15 minutes, they’d be forced to leave a voicemail.
I’ve included a screenshot of the call flow, but currently setup with the primary queue for scheduling where they wait in there for 2 minutes, then a secondary queue with the added members for 3 minutes. They’re then forced into a breakout ivr where they choose whether or not they want to leave a message. This will just allow them to continue to cycle through the queues, would like to add essentially a counter of how many times they’ve gone through the queues to force them to a voicemail.
Thanks in advance!