Can IVM really handle complex call queues?

[tushar]

I have 20 support personnel. They are going to be connected to the AXON PBX via hardphones. We are going to be using IVM for IVRS

 

Their Extensions are going to be 1210 thru 1230

 

If a caller selects the "Support" option on the IVRS we want the user to be placed in a queue.

 

As soon as a call is placed in queue the phones of all agents should ring simultaneously. If all agents are busy or no one answers the call, the system should play a "Agent Busy" greeting every 60 seconds. After the end of 300 seconds the caller should be sent to Support Voicemail box.

 

I am not able to accomplish this. We have currently implemented it by using Asterisk along with IVM but we found the solution to be not elegant.

 

Any Suggestions?

 

Thanks in advance.

 

Tushar