Dear Team,

Environment:
AAEP 7 with SIP based integration

Call flow:
Call is in IVR --> Call transfer to Agent --> All Agents are busy --> Call remains in queue until an agent becomes available --> Caller need to be informed about queue position

Is this functionality / requirement (about playing queue position to the caller until an agent becomes available) possible via AOD IVR application?

My thinking - may be need to use Consultation Transfer instead of Blind Transfer? However, I saw in AOD guide it's Consultation Call (AES) which is not feasible with SIP based integration.

Any additional inputs would be appreciated,

Thanks for your support.

Warm regards,
Jaydeep Hatekar

OD/EP out-of-box does not have the feature. There is a separate component called ICR that might give you what you need:

https://www.devconnectprogram.com/site/global/products_resources/icr/interfaces/index.gsp