DTMF keypress routing
Current behavior is that when a call is being dequeued to a user, the DTMF keypress tends to loop the audio set in the voice queue and doesn't follow the DTMF routing configured.
Suggested behavior is for the call to route appropriately when DTMF is pressed when the call is being dequeued to a user.
4
votes
Johnsilou
shared this idea
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Abdul Fahadh
commented
We need this functionality to be changed. Even when agents are available and present, if they do not answer the call, the system should allow the end user to leave a voicemail by pressing option 2 as per the IVR flow.