Pointe Grand IVR · 05 Hold and Queue Cadence

Pointe Grand IVR · 05 Hold and Queue Cadence A lifecycle diagram generated by Archify. 01 / Queue Rail 02 / Recurring Events and Terminal Exits 03 / Outcomes MSG-1: Queue Entry · Queue Rail MSG-1: Queue Entry MSG-2: Comfort · At 30 seconds (pending) · Queue Rail MSG-2: Comfort At 30 seconds (pending) MSG-3: Deflection · At 75 seconds · Queue Rail MSG-3: Deflection At 75 seconds MSG-7: Terminal · At 255 seconds · Queue Rail MSG-7: Terminal At 255 seconds Agent Answers · exit, any time · Queue Rail Agent Answers exit, any time VM-OVERFLOW · Voicemail overflow queue, press 1 · Recurring Events and Terminal Exits VM-OVERFLOW Voicemail overflow queue, press 1 Route Exhausted · Short routes only · Recurring Events and Terminal Exits Route Exhausted Short routes only Hold Events · BED-1, HOLD-INFO, digit window · Recurring Events and Terminal Exits Hold Events BED-1, HOLD-INFO, digit window repeat once (at 135 or 195 seconds) loop ends (at 255 seconds) agent answers, BED-1 stops press 1 short routes throughout the cadence Legend start active state waiting decision terminal success failure / exit neutral

Queue Script and Events

  • • MSG-3 (at 75 seconds): hold, press 1 for voicemail, press 2 for callback. MSG-7 (at 255 seconds): voicemail or hang up, we call back
  • • HOLD-INFO (property information) once per loop; BED-1 (music bed) stops on answer; digit window at 75 seconds to end; short routes are exhausted before 255 seconds, routing to AI-ASSIST or VM-OVERFLOW