The scenario is this…
Out of hours, customer calls into the business. We want to connect this customer with an operative who is “on-call”.
I could simply use the Dial application, but then the customer could get connected to the operatives voice mail, when the best course of action is to move onto the next inline operative.
So, I want to put the customer on hold, dial operative, confirm human by listening for DTMF tone, if human - connect caller, otherwise move on to trying the next operative. The whole time while waiting, the caller should only hear hold music and not know that we have tried numerous operatives.
How would you go about it ?