ACD question

nexSIP · August 5th, 2004, 12:43 PM

the customer is in the ACD queue and it rings the agents phone.. will the customer hear ringing or can it continue to play music until a voice path is established? any idea..?

IPGuru · August 5th, 2004, 12:47 PM

the cust will here ringtone untill the VM plays a Que msg after that they will here MOH

nexSIP · August 5th, 2004, 12:51 PM

So in the ACD the customer will always hear a ring before being answered.

unless i assume they are on set to auto-answer.. right?

Cephas · August 5th, 2004, 12:59 PM

Customer will hear:

1 - ringing until queue time kicks in
2 - queued message for the huntgroup
3 - MOH for the queue time
4 - still queued message for the huntgroup
5 - MOH for the queue time
6 - GOTO step 4

The above sequence will continue until an agent becomes available. At that point (even if a message is being played to them) they will hear ringing until an audio path to the agent is established.

OR - if the allocated answer interval is reached before an agent becomes available, and voicemail is active for the huntgroup, the caller will go to the group mailbox.

Peter

nexSIP · August 5th, 2004, 01:15 PM

thanks for all your quick responses.

this customer kills me! :) Installed a system and two weeks later they need this feature. As far as i know Iwatsu is the only one who can do this, so they claim.

IPGuru · August 5th, 2004, 01:41 PM

unless i miss read your question I would think this is fairly reasonable operation for most PBX's although some have the option to play ringtone instead of MOH

nexSIP · August 5th, 2004, 01:50 PM

They just want the customer to hear absolutly no ringing ever in the ACD. I suppose an auto-answer solution would work. But thats not how they are setup.

IPGuru · August 6th, 2004, 07:54 AM

try sending the calls direct to a VM entrypoint that then transeres to the group

incoomig call route destination VM:<Module Name>

DaveA · August 6th, 2004, 08:34 AM

Wouldn't they still get 2 or 3 bursts of ringing due to the fact that the voicemail does not answer immediatley?

IPGuru · August 6th, 2004, 09:11 AM

when a phone is on divert to VM you get the 2-3bursts of ringtone however incommig calls routed directly to VM usualy get answered straight away.

I do not garantee this option to work but it is worth a go.

Cephas · August 11th, 2004, 05:33 PM

If you do as IPGuru described AND downgrade to 1.4 you will not hear any ringing at any time, so long as calls are arriving via digital trunks.

With 1.4 calls transferred by VM present MOH to callers instead of ringback.

Kind of a sucky solution though - are they sure it's THAT important to not hear ringback when the call is sent to the agent?? That was one of the great improvements of 2.0, to play ringback instead of MOH.

Peter

nexSIP · September 1st, 2004, 11:42 AM

bummer. they only have 1FB lines :)

Bad thing is we sold them an ESI system which was a perfect fit, and after it was installed they came back with this change. Well so far the only solution for this problem is IWATSU. which we dont sell nor care to.

I suppose with CBC or CCC they could be setup with an auto-answer deal where the called station wont ring, thus not presenting a ring to the caller.

August 5th, 2004, 12:43 PM	#1 (permalink)
nexSIP Moderator Join Date: Jun 2003 Posts: 527 Blog Entries: 3	ACD question the customer is in the ACD queue and it rings the agents phone.. will the customer hear ringing or can it continue to play music until a voice path is established? any idea..? __________________ http://www.nexsip.com Communicate Openly and Freely

August 5th, 2004, 12:47 PM	#2 (permalink)
IPGuru PBXtech GOLD 100+ posts Join Date: Jul 2003 Posts: 215	Re: ACD question the cust will here ringtone untill the VM plays a Que msg after that they will here MOH __________________ Universal Plan B: - When all else fails CHEAT!

August 5th, 2004, 12:51 PM	#3 (permalink)
nexSIP Moderator Join Date: Jun 2003 Posts: 527 Blog Entries: 3	Re: ACD question So in the ACD the customer will always hear a ring before being answered. unless i assume they are on set to auto-answer.. right? __________________ http://www.nexsip.com Communicate Openly and Freely

August 5th, 2004, 12:59 PM	#4 (permalink)
Cephas Moderator Join Date: Sep 2003 Posts: 561	Re: ACD question Customer will hear: 1 - ringing until queue time kicks in 2 - queued message for the huntgroup 3 - MOH for the queue time 4 - still queued message for the huntgroup 5 - MOH for the queue time 6 - GOTO step 4 The above sequence will continue until an agent becomes available. At that point (even if a message is being played to them) they will hear ringing until an audio path to the agent is established. OR - if the allocated answer interval is reached before an agent becomes available, and voicemail is active for the huntgroup, the caller will go to the group mailbox. Peter

August 5th, 2004, 01:15 PM	#5 (permalink)
nexSIP Moderator Join Date: Jun 2003 Posts: 527 Blog Entries: 3	Re: ACD question thanks for all your quick responses. this customer kills me! :) Installed a system and two weeks later they need this feature. As far as i know Iwatsu is the only one who can do this, so they claim. __________________ http://www.nexsip.com Communicate Openly and Freely

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August 5th, 2004, 01:41 PM	#6 (permalink)
IPGuru PBXtech GOLD 100+ posts Join Date: Jul 2003 Posts: 215	Re: ACD question unless i miss read your question I would think this is fairly reasonable operation for most PBX's although some have the option to play ringtone instead of MOH __________________ Universal Plan B: - When all else fails CHEAT!

August 5th, 2004, 01:50 PM	#7 (permalink)
nexSIP Moderator Join Date: Jun 2003 Posts: 527 Blog Entries: 3	Re: ACD question They just want the customer to hear absolutly no ringing ever in the ACD. I suppose an auto-answer solution would work. But thats not how they are setup. __________________ http://www.nexsip.com Communicate Openly and Freely

August 6th, 2004, 07:54 AM	#8 (permalink)
IPGuru PBXtech GOLD 100+ posts Join Date: Jul 2003 Posts: 215	Re: ACD question try sending the calls direct to a VM entrypoint that then transeres to the group incoomig call route destination VM:<Module Name> __________________ Universal Plan B: - When all else fails CHEAT!

August 6th, 2004, 08:34 AM	#9 (permalink)
DaveA PBXtech SILVER 25+ posts Join Date: Jul 2004 Posts: 37	Re: ACD question Wouldn't they still get 2 or 3 bursts of ringing due to the fact that the voicemail does not answer immediatley? __________________ ------------------------------------------------------------------------------------ Click -->UK IP Office Forum. A new UK based IP Office User Group.

August 6th, 2004, 09:11 AM	#10 (permalink)
IPGuru PBXtech GOLD 100+ posts Join Date: Jul 2003 Posts: 215	Re: ACD question when a phone is on divert to VM you get the 2-3bursts of ringtone however incommig calls routed directly to VM usualy get answered straight away. I do not garantee this option to work but it is worth a go. __________________ Universal Plan B: - When all else fails CHEAT!

August 11th, 2004, 05:33 PM	#11 (permalink)
Cephas Moderator Join Date: Sep 2003 Posts: 561	Re: ACD question If you do as IPGuru described AND downgrade to 1.4 you will not hear any ringing at any time, so long as calls are arriving via digital trunks. With 1.4 calls transferred by VM present MOH to callers instead of ringback. Kind of a sucky solution though - are they sure it's THAT important to not hear ringback when the call is sent to the agent?? That was one of the great improvements of 2.0, to play ringback instead of MOH. Peter

September 1st, 2004, 11:42 AM	#12 (permalink)
nexSIP Moderator Join Date: Jun 2003 Posts: 527 Blog Entries: 3	Re: ACD question bummer. they only have 1FB lines :) Bad thing is we sold them an ESI system which was a perfect fit, and after it was installed they came back with this change. Well so far the only solution for this problem is IWATSU. which we dont sell nor care to. I suppose with CBC or CCC they could be setup with an auto-answer deal where the called station wont ring, thus not presenting a ring to the caller. __________________ http://www.nexsip.com Communicate Openly and Freely

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