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<span style="font-family:Arial, Helvetica, sans-serif;font-size:small;color:black">When a call is ringing MOH is what the caller gets. To do what you want you would need to add a menu prompt before your select resource step<br>
<br>
Sent from my Android phone using TouchDown (www.nitrodesk.com)</span><br>
<br>
-----Original Message----- <br>
<b>From:</b> Fuermann, Jason [JBF005@shsu.edu]<br>
<b>Received:</b> Wednesday, 10 Nov 2010, 5:21pm<br>
<b>To:</b> 'Dana Tong' [Dana.Tong@ivision.com.au]; cisco-voip@puck.nether.net [cisco-voip@puck.nether.net]<br>
<b>Subject:</b> Re: [cisco-voip] Default UCCX "connected" behavior<br>
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<p class="MsoNormal"><span style="color:#1F497D">I could totally be wrong, and this is just a shot in the dark based on my experiences with UCCX. When a call gets routed to an agent it seems to jump back to the top of the Q loop (I gathered this because I can
hear MOH cut out and back for a split second when my call goes to ring a phone). What I’m guessing is happening is since the call is ringing it’s not processing your menu step. I’m sure somebody can tell me I’m wrong, or explain further.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net]
<b>On Behalf Of </b>Dana Tong<br>
<b>Sent:</b> Tuesday, November 09, 2010 8:18 PM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] Default UCCX "connected" behaviour<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-AU">Hi guys,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">I have the following scenario in my basic contact centre:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Agents logged in but “not ready”. <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Calls queue fine and receive in-queue prompts to hold or press 1 to leave a voicemail.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Agents logged in and ready but not answering the phone.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Calls queue and just hear MOH continuously.
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">I’ve set the service parameter to leave the agents in a ready state. (It’s just a small IT helpdesk and they only have Phone Agent)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">My question is: Is there any way to get the calls that call in when the agent is ready but not answering the phone, to offer the prompt to press 1 to leave a voicemail?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Or is it standard behaviour for the call to just receive MOH until someone answers the phone?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><br>
Thanks<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Dana<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU" style="font-size:12.0pt;font-family:"Times New Roman","serif""><br>
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