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IPCC Express 4.0, Ringback tone to Callers while being transferred to agent

When IPCC Express attempts to transfer a caller to an agent who is in a ready state and the agent does not answer the call, the caller is sent to the next available agent, and continues in this way until an agent answers the call or the caller is sent back to the queue. During this process the caller hears nothing but dead air. The obvius solution would be for the agents to answer the call or to place themselves into a not ready state when they can not take a call. But is there a way to insert a ringback tone or message to the caller that they are being transfered to the next available agent?

Thanks in advance for any responses.

2 REPLIES
Silver

Re: IPCC Express 4.0, Ringback tone to Callers while being trans

I'm sure on our system when a call is presented to an agent, the caller hears CallManager's MoH until the call is answered by the agent or until the call gets pulled back by the system after the timeout specified in the Select Resource step expires. Are your CTI ports associated with a MRGL which includes a MoH server? MoH is probably better than dead air.

However, if your Queued branch includes steps which hold and unhold the call (rather than play other music), then the CallManager MoH is working.

New Member

Re: IPCC Express 4.0, Ringback tone to Callers while being trans

MOH is disabled. I will enable MOH, and make the neccesary associations.

Thanks for the great feedback.

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