Afterhours Call Charge Confirmation
K
Kelvin Rosario
Add a feature to the Afterhours voice chat system that allows agents to confirm with the client whether they accept additional afterhours charges before proceeding with the call. If the client declines, the call should be ended automatically. This would enable afterhours calls to be handled differently from regular calls and ensure proper charge acceptance prior to continuing.
N
Nicole Riemer
This can be done a couple of different ways already.
- set up another agent for after hours.
- use your phone system's IVR menu, or Thread's IVR menu to route explain that Option 1 will calll an on call tech and incur an after hours charge and option 2 will allow you to open a ticket and leave a voicemail (Overflow)
- set up option 1 to transfer to tech. Set option 2 to transfer to overflow.
- in your phone system, use this new agent's number as a forwarding number after hours
R
Rich Lottatore
Nicole Riemer Thank you. I thought of this but didnt know if making new agent was the best way. I will play around and see if it can accomplish what I need.
Autopilot
Merged in a post:
After Hours Call Flow
R
Rich Lottatore
Would like to be able to change how Voice AI handles after hours calls. Maybe a separate attendant with different menu options or a separate overflow. For example, we are trying to come up with a way for a caller to be told its after hours, and then approve possible after hours charges before opening a ticket and alerting the on call technician.