Forum Discussion

KB7's avatar
KB7
New Member
7 months ago

Dial Plan - impact on "busy" and jumping to next node without call interrupting

Hi, 

I'm hoping to edit my dial plan so that:
- the first call comes through (Caller #1) and is taken by Receiver #1 (Simple Dial to Receiver #1)

- when a second call comes through (Caller #2), it doesn't interrupt Receiver #1 by seeing/hearing the call.  They are "busy" as they're speaking with Caller #1.

- Caller #2 goes straight through to Receiver #2 (Simple Dial to Receiver #2).

 

Asking the chat bot, it suggested putting a "leave voicemail" node between, using "No greeting" and it then passes straight to Simple Dial Receiver #2.... BUT there is no output on the Leave voicemail node.

How do others tackle this?  I would have thought this is a standard request!

  • KateG's avatar
    KateG
    GoTo Manager
    7 months ago
    Hi KB7 Welcome to the GoTo Community, 
     
    Have you tried Intelligent Call Routing and assigning a skill to achieve this?
     
    In this scenario, when the call comes into the queue it is offered to a to a skilled person(s) and then if they are busy then it is offered to the non-skilled person(s).
     
    Let me know if this works for your case or if you have any other questions. Thanks.