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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>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. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Lelio Fulgenzi
[mailto:lelio@uoguelph.ca] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Wednesday, March 22, 2006
8:13 AM<br>
<b><span style='font-weight:bold'>To:</span></b> Bill Riley III; Matt Slaga
(US); Ryan LaTorre; Wydra, Jason; Ed Leatherman<br>
<b><span style='font-weight:bold'>Cc:</span></b> cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] IPCC
Dead Air</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=2 face="Times New Roman"><span style='font-size:
10.0pt'>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.</span></font><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=2 face="Times New Roman"><span style='font-size:
10.0pt'>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.</span></font><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>--------------------------------------------------------------------------------<br>
Lelio Fulgenzi, B.A.<br>
Network Analyst (CCS) * <st1:PlaceType w:st="on">University</st1:PlaceType> of <st1:PlaceName
w:st="on">Guelph</st1:PlaceName> * <st1:place w:st="on"><st1:City w:st="on">Guelph</st1:City>,
<st1:State w:st="on">Ontario</st1:State> <st1:PostalCode w:st="on">N1G 2W1</st1:PostalCode></st1:place><br>
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ <br>
Sanity First : Number of days with fewer than<br>
50 messages in my inbox at the end of the
day: 14<o:p></o:p></span></font></p>
</div>
<blockquote style='border:none;border-left:solid black 1.5pt;padding:0in 0in 0in 4.0pt;
margin-left:3.75pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'>
<div>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>----- Original Message ----- <o:p></o:p></span></font></p>
</div>
<div style='font-color:black'>
<p class=MsoNormal style='background:#E4E4E4'><b><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial;font-weight:bold'>From:</span></font></b><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> <a
href="mailto:BRiley@jackhenry.com" title="BRiley@jackhenry.com">Bill Riley III</a>
<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><b><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;font-weight:bold'>To:</span></font></b><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'> <a
href="mailto:Matt.Slaga@us.didata.com" title="Matt.Slaga@us.didata.com">Matt
Slaga (US)</a> ; <a href="mailto:rlatorre@unislumin.com"
title="rlatorre@unislumin.com">Ryan LaTorre</a> ; <a
href="mailto:jwydra@Burwood.com" title="jwydra@Burwood.com">Wydra, Jason</a> ; <a
href="mailto:ealeatherman@gmail.com" title="ealeatherman@gmail.com">Ed
Leatherman</a> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><b><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;font-weight:bold'>Cc:</span></font></b><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'> <a
href="mailto:cisco-voip@puck.nether.net" title="cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>
<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><b><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;font-weight:bold'>Sent:</span></font></b><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'> Tuesday, March 21,
2006 3:36 PM<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><b><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;font-weight:bold'>Subject:</span></font></b><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'> Re: [cisco-voip]
IPCC Dead Air<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Well that was how I was going to do it so
looks like I need a plan B. Anyone have any other suggestions? <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Matt Slaga (<st1:place
w:st="on"><st1:country-region w:st="on">US</st1:country-region></st1:place>)
[mailto:Matt.Slaga@us.didata.com] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, March 21, 2006 2:24
PM<br>
<b><span style='font-weight:bold'>To:</span></b> Ryan LaTorre; Wydra, Jason;
Bill Riley III; Ed Leatherman<br>
<b><span style='font-weight:bold'>Cc:</span></b> <a
href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
<b><span style='font-weight:bold'>Subject:</span></b> RE: [cisco-voip] IPCC
Dead Air</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:blue'>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.</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
</span></font></div>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><font size=2 face=Tahoma><span
style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:</span></font></b><font
size=2 face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> <a
href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a>
[mailto:cisco-voip-bounces@puck.nether.net] <b><span style='font-weight:bold'>On
Behalf Of </span></b>Ryan LaTorre<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, March 21, 2006 3:08
PM<br>
<b><span style='font-weight:bold'>To:</span></b> Wydra, Jason; Bill Riley III;
Ed Leatherman<br>
<b><span style='font-weight:bold'>Cc:</span></b> cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] IPCC
Dead Air</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:blue'>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...</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
</span></font></div>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><font size=2 face=Tahoma><span
style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:</span></font></b><font
size=2 face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b><span
style='font-weight:bold'>On Behalf Of </span></b>Wydra, Jason<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, March 21, 2006 3:03
PM<br>
<b><span style='font-weight:bold'>To:</span></b> Bill Riley III; Ed Leatherman<br>
<b><span style='font-weight:bold'>Cc:</span></b> cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] IPCC
Dead Air</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Do you have a microphone? </span></font><font
size=2 color=navy face=Wingdings><span style='font-size:10.0pt;font-family:
Wingdings;color:navy'>J</span></font><font size=2 color=navy face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:navy'> 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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<p class=MsoAutoSig><strong><b><font size=3 color=green face="Times New Roman"><span
style='font-size:12.0pt;color:green'>Jason Wydra</span></font></b></strong><font
color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><strong><b><font size=1 color=green face="Times New Roman"><span
style='font-size:8.0pt;color:green'>Consultant<o:p></o:p></span></font></b></strong></p>
<p class=MsoNormal><strong><b><font size=1 color=green face="Times New Roman"><span
style='font-size:9.0pt;color:green'>burwood</span></font></b></strong><font
size=1 color=navy face=Arial><span style='font-size:9.0pt;font-family:Arial;
color:navy'> </span></font><strong><b><font size=1 color=navy
face="Times New Roman"><span style='font-size:9.0pt;color:navy'>group, inc.</span></font></b></strong><font
size=1 color=navy><span style='font-size:9.0pt;color:navy'><o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <b><span style='font-weight:bold'>On
Behalf Of </span></b>Bill Riley III<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, March 21, 2006 1:14
PM<br>
<b><span style='font-weight:bold'>To:</span></b> Ed Leatherman<br>
<b><span style='font-weight:bold'>Cc:</span></b> cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] IPCC
Dead Air</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>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. </span></font><font size=2 color=navy
face=Wingdings><span style='font-size:10.0pt;font-family:Wingdings;color:navy'>J</span></font><font
size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:navy'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Ed Leatherman
[mailto:ealeatherman@gmail.com] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, March 21, 2006
12:28 PM<br>
<b><span style='font-weight:bold'>To:</span></b> Bill Riley III<br>
<b><span style='font-weight:bold'>Cc:</span></b> cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] IPCC
Dead Air</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>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. <o:p></o:p></span></font></p>
<div>
<p class=MsoNormal><span class=gmailquote><font size=3 face="Times New Roman"><span
style='font-size:12.0pt'>On 3/21/06, <b><span style='font-weight:bold'>Bill
Riley III</span></b> <<a href="mailto:BRiley@jackhenry.com">BRiley@jackhenry.com</a>>
wrote:</span></font></span><o:p></o:p></p>
<div>
<div>
<p><font size=3 face="Times New Roman"><span style='font-size:12.0pt'>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. <o:p></o:p></span></font></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> </span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> </span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> </span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> </span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Thanks,</span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Bill
Riley</span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Network
Engineer</span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Jack
Henry & Associates</span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Office:417-888-4900</span></font><o:p></o:p></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><a
href="mailto:briley@jackhenry.com" target="_blank">briley@jackhenry.com</a> </span></font><o:p></o:p></p>
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<br>
-- <br>
Ed Leatherman<br>
IP Telephony Coordinator<br>
<st1:place w:st="on"><st1:PlaceName w:st="on">West Virginia</st1:PlaceName> <st1:PlaceType
w:st="on">University</st1:PlaceType></st1:place><br>
Telecommunications and Network Operations <o:p></o:p></span></font></p>
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