[cisco-voip] UCCX Queue Scripting Question.

[Ed Leatherman]

Ahh ok.

I believe if you change the MOH source to allow multicast it will not
start the music over. Been awhile since I had to mess with it though.

I'm assuming changing the "Agent Stat after Ring No Answer" to "Ready"
in system parameters isn't possible - or do you mean you are already
using it in that fashion?

I've been through a similar situation with a group wanting to use it
in a way it wasn't really designed for, I know what you mean. Good
luck

On Tue, Apr 3, 2012 at 3:09 PM, Adam Piasecki <apiasecki at gmail.com> wrote:
> 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
>> >>
>> >>
>> >> _______________________________________________
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>> >> cisco-voip at puck.nether.net
>> >> https://puck.nether.net/mailman/listinfo/cisco-voip
>> >>
>> >>
>> >
>> >
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>> >
>>
>>
>>
>> --
>> Ed Leatherman
>
>



-- 
Ed Leatherman