Even if you use Omnichannel, a bot cannot call a user out of the box at all. The only way is to create a flow and bring in a connector like twilio to place this. However, if you are using voice on the classic power virtual agent, it does not function like an IVR at all. I would highly recommend testing this in a dev environment first as the PVA will interrupt on the slightest of noise making it impossible to use in production. I would look at using Audio Codes or Nuance Gateway as the Classic bots do not provide basic requirements for a contact center. Also, there are some odd issues in the voice channel as well when it comes to business requirements and functionality.
The transfer to external number works when put in after hours. However, The work item Limit Exceeds and the Average wait time are the issues here. This functionality changes based on the CHANNEL you are using. We are using the Voice channel which has different logic and conditions then the chat, teams, etc. Because of this, we run into these scenarios and issues.
- We were told to upgrade to release wave 2 where this would get resolved. It did not get resolved as they pushed this feature/bug request further down the line.
See Product release plan:
I have attached an email from your support team that states this is a Product limitation. However, this makes the product not functional when using voice because they will just hang up.
o If agent(s) doesn’t accept/reject, after a minute the caller hears “sorry we couldn't service you at this time" and the call hangs up
- If agent is on do not disturb, caller hears “you are next in line” but they never get a voicemail prompt
The average wait time is calculated for a queue by taking the average of the wait times for the previous 48 hours and a minimum of 50 conversations in the queue.
For example, if a customer calls on a Thursday at 5:00 PM, the wait time is calculated by taking the average wait time of all the calls from 5:00 PM, Tuesday that denotes the previous 48 hours, provided 50 or more calls are in queue. If the number of calls is less than 50, the "Average wait time" overflow condition isn't evaluated because it doesn't meet the criteria to calculate the wait time.
Scenario:
Everyone is on a call and someone calls in.
- 1 person is On Hold waiting to get in. The average wait time you can’t adjust or reset, so they could be waiting there until whatever variable is set. The .5 minutes does NOT mean in 30 seconds it will hit the 2nd overflow or go to the backup queue. They will just stay there on hold because the Work Item Limit never exceeds 1.
- A 2nd person calls in, while the first is still on hold because everyone is busy speaking with clients. That 2nd person will then get sent to voicemail if that is how the overflow handling is setup. Because the Work item limit EXCEEDED 1.
That first person who called in is just stuck until the average wait time kicks in or som
- someone becomes available. It never prompts them to do a call back or anything else. There is no way to reset it or configure the wait time.
