[cisco-voip] IPCC Dead Air

Wed Mar 22 09:13:21 EST 2006

How about using a simple tone on hold for this? I know it's not ringback, but at least it wouldn't disrupt or confuse people with ringback on other held calls.

I'm pretty sure, I've called callcentres before that ring and then go into hold time. You say they don't want a greeting, but how about a small message like 'please wait while an agent prepares to take your call' or something like that and then the hold tone wav file.

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Lelio Fulgenzi, B.A.
Network Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
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  ----- Original Message ----- 
  From: Bill Riley III 
  To: Matt Slaga (US) ; Ryan LaTorre ; Wydra, Jason ; Ed Leatherman 
  Cc: cisco-voip at puck.nether.net 
  Sent: Tuesday, March 21, 2006 3:36 PM
  Subject: Re: [cisco-voip] IPCC Dead Air

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

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  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.

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  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...

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  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? J 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.

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  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. J 

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  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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