[cisco-voip] IPCC Dead Air

Tue Mar 21 15:36:37 EST 2006

Well that was how I was going to do it so looks like I need a plan B.
Anyone have any other suggestions? 

________________________________

From: Matt Slaga (US) [mailto:Matt.Slaga at us.didata.com] 
Sent: Tuesday, March 21, 2006 2:24 PM
To: Ryan LaTorre; Wydra, Jason; Bill Riley III; Ed Leatherman
Cc: cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] IPCC Dead Air

You should be careful on how you apply this.  If you set this to network
hold on the CTI ports used for IPCC Express, anytime your agents park a
user or put them on another type of network hold, that is the MoH they
will hear.  That could be a little disconcerting to listen to ringback
tone while on hold.

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Ryan LaTorre
Sent: Tuesday, March 21, 2006 3:08 PM
To: Wydra, Jason; Bill Riley III; Ed Leatherman
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Dead Air

On your IPCC Express system, there should be ringback.wav (and some
others) in wfavvid/Prompts/system/default.  You can use that file as an
MOH audio source maybe...

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Wydra, Jason
Sent: Tuesday, March 21, 2006 3:03 PM
To: Bill Riley III; Ed Leatherman
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Dead Air

Do you have a microphone? :-) You can make your own. Otherwise, I'm sure
someone probably already has one that they might be willing to give to
you. Also, there must be something already on the CallManager too since
the IP phones have to play alert tones. I'm just not sure where it is.

Jason Wydra

Consultant

burwood group, inc.

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Bill Riley III
Sent: Tuesday, March 21, 2006 1:14 PM
To: Ed Leatherman
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Dead Air

Yes that is where it is happening.  Does anyone have or know where I can
get a MOH of a phone ringing.  I will try to only post this once. :-) 

________________________________

From: Ed Leatherman [mailto:ealeatherman at gmail.com] 
Sent: Tuesday, March 21, 2006 12:28 PM
To: Bill Riley III
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Dead Air

Is this where the call is in the process of being transfered to an agent
and is on hold? If so you can setup a music on hold file of a phone
ringing and set it up for (I think) network hold audio source for your
JTAPI lines. Then when the call goes on hold while its ringing at the
agent, the caller will hear ringback. 

On 3/21/06, Bill Riley III <BRiley at jackhenry.com> wrote:

I have a CCM 4.1.3 SR2 with IPCC Enhanced 4.0(2)_Build005. I have all of
the calls going to this central call center. The Call center is setup
with one queue with about 4 to 5 people signed in at any given time.
When I call into the numbers that are sent to the call center I hear a
small amount of ring back and I can also see in the router where the
POTS call is accepted and sent to the Call Manager. I then hear about
6-8 seconds of silence while the IPCC server has accepted the call and
waits for an agent to pick it up. The call is not in a queued state,
there are agents available. The customer does not want an initial
greeting when the call comes in, they want it to go directly to an agent
and have the agent answer. The problem is this amount of dead air during
the time IPCC accepts it and the time an agent answers it. Some of the
external callers think they are getting dropped because they hear dead
air and no ring back. Is there anyway to have the call center server, or
something, keep sending ring back to the outside callers until the agent
picks up the phone. 

Thanks,

Bill Riley

Network Engineer

Jack Henry & Associates

Office:417-888-4900

briley at jackhenry.com 

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-- 
Ed Leatherman
IP Telephony Coordinator
West Virginia University
Telecommunications and Network Operations 

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