I wasn’t sure where to put this and I couldn’t find an answer anywhere for this specific issue.
I have a customer that likes having a Queue with an announcement and doesn’t like the IVR. They want to be able to put the phones to/from day/night mode whenever they want. On other systems I just setup a code in the IVR and set that to the day/night feature code. I can’t find a way to let them enter a code when they are in a queue. I figured there would be a way to hit * or # and use a code, but maybe not? Is that possible or is there another way to do it? Even an IVR that acts like a queue that would ring automatically that didn’t require the user dialing a number would work as long as it gave them time to dial their “secret” code to change modes would work.
You can register a remote phone (cellphone for example) and use the feature code for the toggle day/night
Or you can send the call to an IVR without an announcement with a 2 secs timeout.
So call enters to the IVR > you use a non published option (like 9), that goes to a call flow control (protected with a password), if timeout is reached the call goes to the Queue.
Safest bet would be to register soft phones so that you’re not exposing call flow controls to the outside. However, if you truly need an IVR to do this without an announcement, is recommend having the announcement be a ring sound or two just long enough to select the hidden call flow option and then timeout to the queue or whatever destination they want the call to ultimately go to.