- Green, 3000 points or more
Community Spotlight Award,
Member's Choice, December 2015
typical ICM 7.2(7) with Outbound Option. The company uses predictive and progressive dialling, and asked us to disable the ringback tone (so their customer, when called, doesn't hear a ringback tone). What we did was according to this document:
And also, there's a "Disabling Ringback During Transfer to Agent" section in the Outbound Option user guide (http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption7_2/installation/guide/ba72config.pdf ")
The problem is, the same ICM routes inbound calls too. The customers cannot hear ringback tone while waiting for the agents. (Imagine, the customer is waiting in the queue, listening to music, then ICM transfers the call to the agent: the customer only hears silence until the agent picks up the phone, sometimes it may take up to 5-6 seconds. So in this case, ringback should be really handy.
Any ideas, how to enable "selective" ringback tone?