I am confused on how the CTI lines work. If the agent parks a call, doesnt that use the audio source of the agents IP phone instead of the settings for the JTAPI control group lines? At that point its the agents phone that has the call and not the CTI ports, right? Therefore you could have the CTI ports setup with ringback for their network hold source, and the agent network hold source could be standard music?
<br><br>(We're just getting ready for our first install of this product, I'm pretty green on this)<br>(ok, more green than on the other voice stuff :) )<br><br><div><span class="gmail_quote">On 3/22/06, <b class="gmail_sendername">
Bill Riley III</b> <<a href="mailto:BRiley@jackhenry.com">BRiley@jackhenry.com</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div style="direction: ltr;">
<div>
<p><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; 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. </span></font></p>
<p><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
<div>
<div style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">
<hr align="center" size="2" width="100%">
</span></font></div>
<p><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;"> Craig M Staffin
[mailto:<a href="mailto:CMStaffin@ra.rockwell.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">CMStaffin@ra.rockwell.com</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a>;
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a>; Ed Leatherman; Wydra, Jason; Matt Slaga
(US); Ryan LaTorre</span></font></p></div><font face="Tahoma" size="2"></font><div style="direction: ltr;"><span class="e" id="q_10a227dd04cf943d_1"><font face="Tahoma" size="2"><br>
<b><span style="font-weight: bold;">Subject:</span></b> Re: [cisco-voip] IPCC
Dead Air</font></span></div><div style="direction: ltr;"><p></p>
</div></div><div style="direction: ltr;"><span class="e" id="q_10a227dd04cf943d_3">
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<p style="margin-bottom: 12pt;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
</span></font><font face="sans-serif" size="2"><span style="font-size: 10pt; 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 face="sans-serif" size="2"><span style="font-size: 10pt; 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 face="sans-serif" size="2"><span style="font-size: 10pt; font-family: sans-serif;">Craig<br>
<br>
</span></font><br>
<br>
</p>
<table style="width: 100%;" border="0" cellpadding="0" width="100%">
<tbody><tr>
<td style="padding: 0.75pt;" valign="top">
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
</td>
<td style="padding: 0.75pt;" valign="top">
<p><b><font face="sans-serif" size="1"><span style="font-size: 7.5pt; font-family: sans-serif; font-weight: bold;">"Bill Riley III"
<<a href="mailto:BRiley@jackhenry.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">BRiley@jackhenry.com</a>></span></font></b> <br>
<font face="sans-serif" size="1"><span style="font-size: 7.5pt; font-family: sans-serif;">Sent
by: <a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a></span></font> </p>
<p><font face="sans-serif" size="1"><span style="font-size: 7.5pt; font-family: sans-serif;">03/22/2006 08:08 AM</span></font> </p>
</td>
<td style="padding: 0.75pt;" valign="top">
<p><font face="Arial" size="1"><span style="font-size: 7.5pt; font-family: Arial;"> </span></font><br>
<font face="sans-serif" size="1"><span style="font-size: 7.5pt; font-family: sans-serif;">
To: "Matt Slaga
\(US\)" <<a href="mailto:Matt.Slaga@us.didata.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">Matt.Slaga@us.didata.com</a>>, "Ryan LaTorre"
<<a href="mailto:rlatorre@unislumin.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">rlatorre@unislumin.com</a>>, "Wydra, Jason"
<<a href="mailto:jwydra@Burwood.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">jwydra@Burwood.com</a>>, "Ed Leatherman" <<a href="mailto:ealeatherman@gmail.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
ealeatherman@gmail.com</a>></span></font>
<br>
<font face="sans-serif" size="1"><span style="font-size: 7.5pt; font-family: sans-serif;">
cc: <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a></span></font>
<br>
<font face="sans-serif" size="1"><span style="font-size: 7.5pt; font-family: sans-serif;">
Subject: Re: [cisco-voip]
IPCC Dead Air</span></font></p>
</td>
</tr>
</tbody></table>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
<br>
<br>
</span></font><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; 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 color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font> </p>
<p style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<div style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">
<hr align="center" size="2" width="100%">
</span></font></div>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
</span></font><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
cisco-voip-bounces@puck.nether.net</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a><b><span style="font-weight: bold;"><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<font color="navy" face="Arial" size="2"><span style="font-size: 10pt; 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 color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font> </p>
<p style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<div style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">
<hr align="center" size="2" width="100%">
</span></font></div>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
</span></font><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
Matt Slaga (US)
[mailto:<a href="mailto:Matt.Slaga@us.didata.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">Matt.Slaga@us.didata.com</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a><b><span style="font-weight: bold;"><br>
Subject:</span></b> RE: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<font color="blue" face="Arial" size="2"><span style="font-size: 10pt; 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>
</p>
<p style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<div style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">
<hr align="center" size="2" width="100%">
</span></font></div>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
</span></font><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
cisco-voip-bounces@puck.nether.net</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a><b><span style="font-weight: bold;"><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<font color="blue" face="Arial" size="2"><span style="font-size: 10pt; 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>
</p>
<p style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<div style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">
<hr align="center" size="2" width="100%">
</span></font></div>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
</span></font><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
cisco-voip-bounces@puck.nether.net</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a><b><span style="font-weight: bold;"><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;">Do you have a microphone? </span></font><font color="navy" face="Wingdings" size="2"><span style="font-size: 10pt; font-family: Wingdings; color: navy;">
J</span></font><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; 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 color="navy" face="Arial" size="2"><span style="font-size: 10pt; 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 color="green" size="1"><span style="font-size: 7.5pt; color: green; font-weight: bold;">Consultant</span></font></b> <br>
<b><font color="green" size="1"><span style="font-size: 7.5pt; color: green; font-weight: bold;">burwood</span></font></b><font color="navy" face="Arial" size="1"><span style="font-size: 7.5pt; font-family: Arial; color: navy;">
</span></font><b><font color="navy" size="1"><span style="font-size: 7.5pt; color: navy; font-weight: bold;">group,
inc.</span></font></b> <br>
<font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font> </p>
<p style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<div style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">
<hr align="center" size="2" width="100%">
</span></font></div>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
</span></font><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
cisco-voip-bounces@puck.nether.net</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a><b><span style="font-weight: bold;"><br>
Subject:</span></b> Re: [cisco-voip] IPCC Dead Air</span></font> <br>
<br>
<font color="navy" face="Arial" size="2"><span style="font-size: 10pt; 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 color="navy" face="Wingdings" size="2"><span style="font-size: 10pt; font-family: Wingdings; color: navy;">J</span></font><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;">
</span></font><br>
<font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font> </p>
<p style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<div style="text-align: center;" align="center"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">
<hr align="center" size="2" width="100%">
</span></font></div>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><br>
</span></font><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
Ed Leatherman
[mailto:<a href="mailto:ealeatherman@gmail.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">ealeatherman@gmail.com</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip@puck.nether.net</a><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" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">BRiley@jackhenry.com</a>> wrote:
</p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;">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. </span></font></p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;"> </span></font>
</p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;"> </span></font>
</p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;"> </span></font>
</p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;"> </span></font>
</p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;">Thanks,</span></font>
</p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;">Bill
Riley</span></font> </p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;">Network
Engineer</span></font> </p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;">Jack
Henry & Associates</span></font> </p>
<p><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;">Office:417-888-4900</span></font>
</p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><a href="mailto:briley@jackhenry.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)"><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;">
briley@jackhenry.com</span></font></a></span></font><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;"> </span></font></p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> <br>
<br>
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-- <br>
Ed Leatherman<br>
IP Telephony Coordinator<br>
West Virginia University<br>
Telecommunications and Network Operations </span></font></p>
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</div></blockquote></div><br><br clear="all"><br>-- <br>Ed Leatherman<br>IP Telephony Coordinator<br>West Virginia University<br>Telecommunications and Network Operations