[cisco-voip] IPCC Dead Air

Wed Mar 22 15:32:27 EST 2006

I am confused on how the CTI lines work. If the agent parks a call, doesnt
that use the audio source of the agents IP phone instead of the settings for
the JTAPI control group lines? At that point its the agents phone that has
the call and not the CTI ports, right? Therefore you could have the CTI
ports setup with ringback for their network hold source, and the agent
network hold source could be standard music?

(We're just getting ready for our first install of this product, I'm pretty
green on this)
(ok, more green than on the other voice stuff :) )

On 3/22/06, Bill Riley III <BRiley at jackhenry.com> wrote:
>
>  I am trying that now. If I put it after the accept step it will play the
> wav file and then move on to the select resource step. It does give me the
> ringing that I want but I still have some dead air from the time the call
> hits the select resource step and it rings the agent's phone until the agent
> picks up the call. If I try to put the play prompt after the connect
> statement it will never play the wav file because it is connected to the
> agent.  So the play prompt step is playing the wav file until it is done and
> then moving down the script.
>
>
>  ------------------------------
>
> *From:* Craig M Staffin [mailto:CMStaffin at ra.rockwell.com]
> *Sent:* Wednesday, March 22, 2006 8:16 AM
> *To:* Bill Riley III
> *Cc:* cisco-voip at puck.nether.net; cisco-voip-bounces at puck.nether.net; Ed
> Leatherman; Wydra, Jason; Matt Slaga (US); Ryan LaTorre
>
> *Subject:* Re: [cisco-voip] IPCC Dead Air
>
>
>
>
> 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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--
Ed Leatherman
IP Telephony Coordinator
West Virginia University
Telecommunications and Network Operations
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