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Change Ring Tone - IPCC

Hi,

We are using IPCC6.0

When the caller/customer calls, he gets the UK ringtone as long as the call is

in Queue. However, as soon as the call is being transferred to the agent the

ring tone changes to the standard ringtone.

The requirement is that caller/customer should always get the UK ringtone at

any point of transfer.

Regards

Atul.

2 REPLIES
Bronze

Re: Change Ring Tone - IPCC

The issue here is when a call enters the CRS server and an agent is selected to receive the call a consultative transfer is done to pass the call to the agent. Based on location and network conditions this consultative transfer could take longer in some situations than others. In the advent the transfer takes longer then a second, MOH is played by the CTI port the call is being

transferred on. Here is what you can do to change what is played out.

In the ccmadmin webpage on your CallManager and go to Device->Phone. Select the CTI Ports that are used by the CTI routepoint that is having the MOH issue.

Bronze

Re: Change Ring Tone - IPCC

Atul:

When an ICD call rings an agent, the caller is put on hold by the CallManager. At this point, the CallManager MOH can be used to play a ringback tone to the ICD caller while waiting for the Agent to answer the phone. In order to set this up, you need to configure all the CTI ports Network Hold Audio Source as the wav file (ringback.wav) you want to play during the consult transfer. Reference the UK ringtone as the alternative or main (ringback.wav) file.

Note: Make sure that the ringback.wav file is in the CallManager server and configured appropriately. Otherwise this can cause CPU spiking in CallManager.

Hope that resolves your issue.

Tom

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