Solved: AA with "Hold for operator option" ?

m.junghage · ‎05-21-2010

Hi,

I've had a lot of request from customers that want to have a "or hold for operator" option in their autoattendant. This is a dealbreaker for many customers that has responsibilities to their customers to always be available i.e hospitals, medical centre and so on and their clients have older phones without dtmf tones. As far as I know this is'nt possible using CCA? Could it be done in cli?

Best regards

Markus

Steven DiStefano · ‎05-21-2010

I think you can do this with the new script V03, where we added the 'NO ACTION TRANSFER' to where ever you like.

This is for the case where someone doesnt know what to push, or cant push for some reason.

The older script (V02) repeasts 3 times and disconnects.

The new script cycles as many times as you tell it and then routes to where you tell it.

You can say "or hold for the operator' in your greeting and route to operator, no problem.

https://www.myciscocommunity.com/docs/DOC-15246

Steve

View solution in original post

Steven DiStefano · ‎05-24-2010

Hi,

Yes, page 2 (https://supportforums.cisco.com/docs/DOC-9714) explains.

The new script is packaged in the 8.0.x bundle zip. Extract the file from the CME Support files and put it on your
desk top. The launch CUE GUI (http://10.1.10.1) log in and Select System Scripts and upload it.

Please read the next few pages, because you will have to use CUE GUI to provision. Its not bad at all, just until future release of CCA, its not recognized in CCA GUI except for the few parameters explained in this doc I URLed for you.

Steve

View solution in original post

Steven DiStefano · ‎05-21-2010

I think you can do this with the new script V03, where we added the 'NO ACTION TRANSFER' to where ever you like.

This is for the case where someone doesnt know what to push, or cant push for some reason.

The older script (V02) repeasts 3 times and disconnects.

The new script cycles as many times as you tell it and then routes to where you tell it.

You can say "or hold for the operator' in your greeting and route to operator, no problem.

https://www.myciscocommunity.com/docs/DOC-15246

Steve

m.junghage · ‎05-24-2010

Hi Steve,

That sound nice, altough I can't seem to find the script on my UC with softwarepack 8.0.2. Do I need to upload them manually?

Edit: I found the script in the software pack and uploaded it manually. It works like a charm! Thanks for the tip.

Steven DiStefano · ‎05-24-2010

Hi,

Yes, page 2 (https://supportforums.cisco.com/docs/DOC-9714) explains.

The new script is packaged in the 8.0.x bundle zip. Extract the file from the CME Support files and put it on your
desk top. The launch CUE GUI (http://10.1.10.1) log in and Select System Scripts and upload it.

Please read the next few pages, because you will have to use CUE GUI to provision. Its not bad at all, just until future release of CCA, its not recognized in CCA GUI except for the few parameters explained in this doc I URLed for you.

Steve

Steven DiStefano · ‎05-24-2010

Its in the support files zip, inside the 8.0.2 bundle zip....

m.junghage · ‎05-31-2010

I've implemented this at a customer this friday and it work's like planned. One thing I noticed though, they have a AA that answer incoming calls and greets the caller with "Welcome to company X, press 1 for openhours or hold for operator". When caller presses 1 for openhours the prompt plays and then the call is directed to the operator.

I would rather that it loops the prompt or throws the caller back to the main menu, is there a setting for this behavior?

Marcos Hernandez · ‎06-03-2010

I don't think there is such a setting for the canned scripts.

Thanks,

Marcos

m.junghage · ‎06-09-2010

That's too bad. I noticed one more odd behavior last week, when a call comes in to the AA during closed hours it plays the "We're closed" prompt and then transfers the call to the operator number just as during open hours. Is this behavior expected? At least there should be an option to have different "hold for operator" options during open/closed hours?

David Trad · ‎06-03-2010

Hi Markus,

I learnt from trial and error, the best way I was able to achieve this was to transfer the call to a park slot, however though I must disclaimer this by saying, I have yet to get it to work on a production system i got it to work on a lab system using internal phones as I was asked if something like this could be provided (Given that the majority of other systems can do this), i havent deployed it on a production system yet, but will need to in the near future .

Have a go at it, if this is suitable for you then you can have people monitoring the Park Slot DN's

Just a thought anyway.

Cheers,

David.

Cheers, David Trad. **When you rate a persons post, you are indicating a thank you or that it helped, but at the same time you are also helping to maintain the community spirit - You don't have to rate posts and you wont be looked down upon :) *

Steven DiStefano · ‎06-10-2010

I think we can do this with the custom script v03 too....

If you were using the CCA canned script, you would record a prompt using prompt management (nice and clear)

Then add it to OPEN and CLOSED menu

And after they hear that it comes back to the welcome greeting for open or closed.

SInce custome script V03 doesnt let you manipluate the keys to press:

You go into CUE to add it, same theory (Open and CLosed (business and after hours)... in my case I chose pressing 4:

I tried it, it works. After hearing directions, they come back to the AA greeting....