we have a simple setup with b-acd and a single call queue in drop through mode.
I'm just wondering if there's an option to modify the behaviour of the script to never present a ringback tone to a customer calling the queue.
i.e. play moh even when agents are available. That's the standard method of some competitors in smb market so customers are asking for it.
I went through the script and the only way seems to modify the script since normal behaviour is to place a caller in the queue only when agents are not available. Modifying the second-greeting-timer does not help here.
I've searched through the discussions and there's some misunderstanding how B-ACD is used.
Here's the simplified setup we are running in our lab for testing:
application service aa flash:/app-b-acd-aa-22.214.171.124.tcl paramspace english index 0 param number-of-hunt-grps 1 param drop-through-option 1 param handoff-string aa paramspace english language en param aa-pilot 2000 paramspace english location flash: param drop-through-prompt _bacd_welcome.au param max-time-call-retry 600 param voice-mail 2999 param service-name queue
I don't think there is any way to do that, because when the script gives the call to the ephone-hunt, and an agent is available, ringback is heard.
And, at script level there is no way to know in advance if there are agents available in the ephone-hunt, beside presenting the call to it.
I often dial to call centers of various types, and my expereince is that is normal to hear one or two ringbacks after MOH and before agent answers. That actually let me know that my call is about to be serviced, switch back to headset from handsfree, etc.
Anyway, if you want to have a custom analysis to see if it is possible to do such a modification on the top of the many I did already, please contact me privately.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...