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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'>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. <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>
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<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 2:48
PM<br>
<b><span style='font-weight:bold'>To:</span></b> 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>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>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. <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>
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<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> 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=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>
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face="Times New Roman"><span style='font-size:12.0pt'>
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<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>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>
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face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
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<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>
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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>
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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>
<p><font size=3 face="Times New Roman"><span style='font-size:12.0pt'> <o:p></o:p></span></font></p>
<p><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 style='margin-bottom:12.0pt'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'><br>
_______________________________________________<br>
cisco-voip mailing list<br>
<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
<br clear=all>
<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>
<p><font size=2 face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'><br>
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