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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 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. <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'> Craig M Staffin
[mailto:CMStaffin@ra.rockwell.com] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Wednesday, March 22, 2006
8:16 AM<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;
cisco-voip-bounces@puck.nether.net; Ed Leatherman; Wydra, Jason; Matt Slaga
(US); Ryan LaTorre<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'><br>
</span></font><font size=2 face=sans-serif><span style='font-size:10.0pt;
font-family:sans-serif'>If I remember correctly you can do the play prompt but
there is a check box for "allow to be interupted"</span></font> <br>
<br>
<font size=2 face=sans-serif><span style='font-size:10.0pt;font-family:sans-serif'>I
have the same problem and this is how I got around it I am on IPCC 4
however</span></font> <br>
<br>
<font size=2 face=sans-serif><span style='font-size:10.0pt;font-family:sans-serif'>Craig<br>
<br>
</span></font><br>
<br>
<o:p></o:p></p>
<table class=MsoNormalTable border=0 cellpadding=0 width="100%"
style='width:100.0%'>
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<td valign=top style='padding:.75pt .75pt .75pt .75pt'>
<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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<p class=MsoNormal><b><font size=1 face=sans-serif><span style='font-size:
7.5pt;font-family:sans-serif;font-weight:bold'>"Bill Riley III"
<BRiley@jackhenry.com></span></font></b> <br>
<font size=1 face=sans-serif><span style='font-size:7.5pt;font-family:sans-serif'>Sent
by: cisco-voip-bounces@puck.nether.net</span></font> <o:p></o:p></p>
<p><font size=1 face=sans-serif><span style='font-size:7.5pt;font-family:
sans-serif'>03/22/2006 08:08 AM</span></font> <o:p></o:p></p>
</td>
<td valign=top style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal><font size=1 face=Arial><span style='font-size:7.5pt;
font-family:Arial'> </span></font><br>
<font size=1 face=sans-serif><span style='font-size:7.5pt;font-family:sans-serif'>
To: "Matt Slaga
\(US\)" <Matt.Slaga@us.didata.com>, "Ryan LaTorre"
<rlatorre@unislumin.com>, "Wydra, Jason"
<jwydra@Burwood.com>, "Ed Leatherman" <ealeatherman@gmail.com></span></font>
<br>
<font size=1 face=sans-serif><span style='font-size:7.5pt;font-family:sans-serif'>
cc: cisco-voip@puck.nether.net</span></font>
<br>
<font size=1 face=sans-serif><span style='font-size:7.5pt;font-family:sans-serif'>
Subject: Re: [cisco-voip]
IPCC Dead Air</span></font><o:p></o:p></p>
</td>
</tr>
</table>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
<br>
<br>
</span></font><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. </span></font><br>
<font size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:navy'> </span></font> <o:p></o:p></p>
<p class=MsoNormal align=center style='text-align:center'><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>
</span></font></div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
</span></font><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<b><span
style='font-weight:bold'><br>
Sent:</span></b> Tuesday, March 21, 2006 2:48 PM<b><span style='font-weight:
bold'><br>
To:</span></b> Matt Slaga (US); Ryan LaTorre; Wydra, Jason; Ed Leatherman<b><span
style='font-weight:bold'><br>
Cc:</span></b> cisco-voip@puck.nether.net<b><span style='font-weight:bold'><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<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. </span></font><br>
<font size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:navy'> </span></font> <o:p></o:p></p>
<p class=MsoNormal align=center style='text-align:center'><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>
</span></font></div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
</span></font><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:country-region
w:st="on"><st1:place w:st="on">US</st1:place></st1:country-region>)
[mailto:Matt.Slaga@us.didata.com] <b><span style='font-weight:bold'><br>
Sent:</span></b> Tuesday, March 21, 2006 2:24 PM<b><span style='font-weight:
bold'><br>
To:</span></b> Ryan LaTorre; Wydra, Jason; Bill Riley III; Ed Leatherman<b><span
style='font-weight:bold'><br>
Cc:</span></b> cisco-voip@puck.nether.net<b><span style='font-weight:bold'><br>
Subject:</span></b> RE: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<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> <br>
<o:p></o:p></p>
<p class=MsoNormal align=center style='text-align:center'><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>
</span></font></div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
</span></font><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<b><span
style='font-weight:bold'><br>
Sent:</span></b> Tuesday, March 21, 2006 3:08 PM<b><span style='font-weight:
bold'><br>
To:</span></b> Wydra, Jason; Bill Riley III; Ed Leatherman<b><span
style='font-weight:bold'><br>
Cc:</span></b> cisco-voip@puck.nether.net<b><span style='font-weight:bold'><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<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> <br>
<o:p></o:p></p>
<p class=MsoNormal align=center style='text-align:center'><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>
</span></font></div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
</span></font><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<b><span
style='font-weight:bold'><br>
Sent:</span></b> Tuesday, March 21, 2006 3:03 PM<b><span style='font-weight:
bold'><br>
To:</span></b> Bill Riley III; Ed Leatherman<b><span style='font-weight:bold'><br>
Cc:</span></b> cisco-voip@puck.nether.net<b><span style='font-weight:bold'><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<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.</span></font>
<br>
<font size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:navy'> </span></font> <br>
<b><font color=green><span style='color:green;font-weight:bold'>Jason Wydra</span></font></b>
<br>
<b><font size=1 color=green><span style='font-size:7.5pt;color:green;
font-weight:bold'>Consultant</span></font></b> <br>
<b><font size=1 color=green><span style='font-size:7.5pt;color:green;
font-weight:bold'>burwood</span></font></b><font size=1 color=navy face=Arial><span
style='font-size:7.5pt;font-family:Arial;color:navy'> </span></font><b><font
size=1 color=navy><span style='font-size:7.5pt;color:navy;font-weight:bold'>group,
inc.</span></font></b> <br>
<font size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:navy'> </span></font> <o:p></o:p></p>
<p class=MsoNormal align=center style='text-align:center'><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>
</span></font></div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
</span></font><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<b><span
style='font-weight:bold'><br>
Sent:</span></b> Tuesday, March 21, 2006 1:14 PM<b><span style='font-weight:
bold'><br>
To:</span></b> Ed Leatherman<b><span style='font-weight:bold'><br>
Cc:</span></b> cisco-voip@puck.nether.net<b><span style='font-weight:bold'><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<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'> </span></font><br>
<font size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:navy'> </span></font> <o:p></o:p></p>
<p class=MsoNormal align=center style='text-align:center'><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>
</span></font></div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
</span></font><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] <b><span style='font-weight:bold'><br>
Sent:</span></b> Tuesday, March 21, 2006 12:28 PM<b><span style='font-weight:
bold'><br>
To:</span></b> Bill Riley III<b><span style='font-weight:bold'><br>
Cc:</span></b> cisco-voip@puck.nether.net<b><span style='font-weight:bold'><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
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. <br>
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: <o:p></o:p></p>
<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=3 face="Times New Roman"><span style='font-size:12.0pt'><a
href="mailto:briley@jackhenry.com" target="_blank"><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>briley@jackhenry.com</span></font></a></span></font><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> </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'> <br>
<br>
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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>
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