[cisco-voip] IPCC Dead Air

Wed Mar 22 09:15:38 EST 2006

If I remember correctly you can do the play prompt but there is a check 
box for "allow to be interupted"

I have the same problem and this is how I got around it  I am on IPCC 4 
however

Craig

"Bill Riley III" <BRiley at jackhenry.com>
Sent by: cisco-voip-bounces at puck.nether.net
03/22/2006 08:08 AM

        To:     "Matt Slaga \(US\)" <Matt.Slaga at us.didata.com>, "Ryan LaTorre" 
<rlatorre at unislumin.com>, "Wydra, Jason" <jwydra at Burwood.com>, "Ed 
Leatherman" <ealeatherman at gmail.com>
        cc:     cisco-voip at puck.nether.net
        Subject:        Re: [cisco-voip] IPCC Dead Air

I tried putting the call on hold first thing after the accept step in the 
script, and while this did work I was going to run into the problem Matt 
talked about where if the agent put me on hold I would hear ringing which 
I do not want, but transfer would have worked O.K. So I am back to 
suggestions. Is there any script command that can play a file in the 
background until the agent answers? I thought about the play prompt 
command but that would pause at the prompt until it was done playing and 
then continue with the script so I don't think that will work for me. 

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 2:48 PM
To: Matt Slaga (US); Ryan LaTorre; Wydra, Jason; Ed Leatherman
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Dead Air

Actually I think I may be OK. I will use the Ringback.wav file for my user 
on hold source and place the caller on hold first in the IPCC script. When 
they transfer the call it should play the network MOH setting and not the 
user hold setting. 

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? 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.

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 

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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