Enabling Enquiry Calls for a Queue

The following describes how to enable enquiry calls for a specific Agent queue IVR node.

Implementation

1. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

2. Locate the intended queue node and click its Config link.
3. Select the In Call tab.
4. Locate the Enquiry Calls and Patch-Through Options section.

   This section contains a quick reference to the price list applied to the IVR service, in which you can see the costs associated with making enquiry calls.

5. Tick the Enable Enquiry Calls and the Mid-call Menu check box.
6. Click Save Settings at the bottom of the screen.

After the page reloads, additional options for configuring the mid-call menu will appear. For more information on these, refer to the following topics:

• Assigning Music for Callers Placed On-hold by an Agent
• Creating Custom Options for the Mid-call Menu
• Specifying the CLI to Display for Enquiry Calls