[cisco-voip] IPCC Dead Air

Wed Mar 22 09:20:56 EST 2006

Unfortunately I had a small " Please wait while the next agent takes
your call"  message but they wanted it off and they want the call to go
directly to the agent unless they are all busy then they have a queued
message that will play every 30 seconds. 

________________________________

From: Lelio Fulgenzi [mailto:lelio at uoguelph.ca] 
Sent: Wednesday, March 22, 2006 8:13 AM
To: Bill Riley III; Matt Slaga (US); Ryan LaTorre; Wydra, Jason; Ed
Leatherman
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Dead Air

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.

------------------------------------------------------------------------
--------
Lelio Fulgenzi, B.A.
Network Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
Sanity First : Number of days with fewer than
50 messages in my inbox at the end of the day:         14

	----- Original Message ----- 

	From: Bill Riley III <mailto:BRiley at jackhenry.com>  

	To: Matt Slaga (US) <mailto:Matt.Slaga at us.didata.com>  ; Ryan
LaTorre <mailto:rlatorre at unislumin.com>  ; Wydra, Jason
<mailto:jwydra at Burwood.com>  ; Ed Leatherman
<mailto:ealeatherman at gmail.com>  

	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? 

________________________________

	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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