[cisco-voip] UCCX Queue Scripting Question.

[Adam Piasecki]

Ed,

The caller always hears music, its whenever uccx rings a new agent, the
hold music starts over, or the prompt "all Agents are busy.." gets cutoff
halfway through. This wouldn't be a problem if someone picked up the phone,
but they might not. UCCX might try 10 different times before someone picks
it up. (I know UCCX wasn't designed this way, if a agent isn't available,
they should be Not Ready) However, I can't use Not Ready as the phone has
to ring.

Changing the MOH source to my entire queue play back might work, but i
believe MOH starts over again every time it rings a new agent.

I'll live with it for now, just asking in case I was missing anything.
Maybe one day Cisco will leave the call in the queue branch until it's
actually answered, or give the option for that.

Thanks,
Adam

On Tue, Apr 3, 2012 at 1:57 PM, Ed Leatherman <ealeatherman at gmail.com>wrote:

> Adam,
>
> So the issue is just that the caller hears ring-back?
>
> You can try changing the MOH (I believe its the network MOH setting)
> for the call control group for that application/trigger to be just the
> same music instead of the ring-back "music". The script will still be
> doing a transfer but the caller would hear your hold music instead of
> ring-back.
>
> On Tue, Apr 3, 2012 at 12:26 PM, Adam Piasecki <apiasecki at gmail.com>
> wrote:
> > They want the phone to ring if someone is calling, So i can't make them
> not
> > ready. It's not even really a problem with the phones ringing it's what
> the
> > caller is hearing. Even in a call center, i could see this being a
> problem.
> >
> > For example.
> >
> > [All Agents are busy pleas....] (next agent phones rings) [hold music]
> [All
> > Agent are busy, please hold on...] (next agent phones rings)
> >
> > I don't think there is a fix for my scenario, I just don't see the logic
> in
> > removing a caller from the queue branch when it's ringing rather then
> when
> > it's answered. If there is a reason, can you please explain it.
> >
> > Adam
> >
> > On Tue, Apr 3, 2012 at 12:01 PM, Rick Gilliam <rdg7656 at yahoo.com> wrote:
> >>
> >> have the Desk agent chamge the status of the Set to busy or After Work
> >> Call. Otherwise this would defeat ACD all together Adam.
> >>
> >> Rick Gilliam
> >> (586)731-3805
> >> From: Adam Piasecki <apiasecki at gmail.com>
> >> To: cisco-voip at puck.nether.net
> >> Sent: Tuesday, April 3, 2012 11:03 AM
> >> Subject: [cisco-voip] UCCX Queue Scripting Question.
> >>
> >> I use UCCX to queue front desk calls at a hotel. The problem i have is
> >> that the call is not staying in queue. I want the call to stay in the
> queue
> >> branch even if a agent is available and the phone is ringing. (They
> could be
> >> helping someone in person)
> >>
> >> Ideally i want the call to stay in the queue branch until it's actually
> >> answered, not when it's ringing. I have connect set to YES.
> >>
> >> Please let me know if there is a fix for this, or this just the way it
> >> works.
> >>
> >> Thanks,
> >> Adam
> >>
> >>
> >> _______________________________________________
> >> cisco-voip mailing list
> >> cisco-voip at puck.nether.net
> >> https://puck.nether.net/mailman/listinfo/cisco-voip
> >>
> >>
> >
> >
> > _______________________________________________
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> > cisco-voip at puck.nether.net
> > https://puck.nether.net/mailman/listinfo/cisco-voip
> >
>
>
>
> --
> Ed Leatherman
>
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