3300 CX ACD with voice announcement and music on hold 1

[mitelwsg]

Hello,

I'm new here and hope to find some great answers on my questions.

First question.

We have configured an ACD for the reception.
When a customer calls and the call can't be answered the voice annoucement plays BUT I would like to have a Beeptone between the voice annoucements. I already have uploaded the beeptone, I can see it under embedded Media Source ID1.

Hope you guys can help me.

Another happy Mitel user.

 

[Supernova99]

More info please
What rel are you running?

Was Music on Hold (MoH) working before you uploaded the beep tones?

If not then you have to enable MoH first

Ins 'ystem options' enable Music on Hold

I will assume you are running rel 4.0 for now
enable embedded MoH in the 'miscellaneous options' form

As you have already uploaded the beeps then then the MoH should now work

If you only require beeps in the ACD path then you need to select audio source and embedded an then select the ID number of the music file.

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[mitelwsg]

Thank you for your second reply Supernova99.

Can you tell me please how I can see which rel i'm running!

 

[Supernova99]

There are different links for different software levels.

If you have Rel 9.0 and below the link is at the bottom left hand corner (About System Administration)

If you are Rel 4.0 (MCD) and above it is at the top right hand corner (About)

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[mitelwsg]

Thank you for your fast reply.

I control the Mitel with the Mitel Communications Director release level 4.0.

Until now there was no music on hold only a voice message.
Now I would like to create a Beeptone between the voice messages.

Under System Options Assignment Music on Hold is already on YES.

Under Miscellaneous Assignment Music Source is already on embedded.

Under Patch assignment (ACD) I have the following configuration:

--------------------
Priority 64
Primary Agent Skill Group ID 503
Recording 1: Delay to Start Time Minutes
Recording 1: Delay to Start Time Seconds 01
Recording 1: Directory Number 887
Audio Settings
Audio Source: None
Recording 1: Embedded Music Source
Recording 1: Alternative Recording Device
Recording 1: Path Interflow Dialing List
Recording 1: Release Digit Receiver After Recording No
Recording 2: Delay to Start Time Minutes
Recording 2: Delay to Start Time Seconds 10
Recording 2: Directory Number 887
Audio Settings
Audio Source: None
Recording 2: Embedded Music Source
Recording 2: Alternative Recording Device
Recording 2: Path Interflow Dialing List
Recording 2: Release Digit Receiver After Recording No
--------------------

Hope you can help me!

 

[Supernova99]

OK this is just for ACD MoH
In the audio settings set the Audio source to embedded
In the recording field set the number of the uploaded 'beeps' file
You will need to do this for all the RAD messages you have.

If you want the 'beep' tone for general MoH you will need to select number 0 from the dropdown in the music source as your default and upload to this location.

The 'beep' file will need to be anything except 0 for ACD music source so you can select it in the dropdown in the ACD path

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[mitelwsg]

The following configuration doesn't work:

-----------------
Priority 64
Primary Agent Skill Group ID 503
Recording 1: Delay to Start Time Minutes
Recording 1: Delay to Start Time Seconds 01
Recording 1: Directory Number 887
Audio Settings
Audio Source: Embedded
Recording 1: Embedded Music Source 1 - Beeptone
Recording 1: Alternative Recording Device
Recording 1: Path Interflow Dialing List
Recording 1: Release Digit Receiver After Recording No
-----------------

I would like to use the Beeptone for the whole organization . Can I check if source ID 0 with Audio File Label System MOH (default) is empty?

 

[Supernova99]

If you want to use the beeptone for the whole company then you do not need to do anything in the ACD path (leave it as default)
Just make sure your beeptone is music source ID 0 in the audio files form

You can check to see if the beeptone is working by either calling another extn and answering it and then going on hold or you could select multiline set music in the CoS of the phone and then enable a user key as 'Music' you can then toggle the Music on or off at the phone for testing
This is played through the phone speaker and it is on/off at the phone not on/off on the system

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[mitelwsg]

Supernova99 you are the beste.
Thank you for your fast replies.
This problem is solved.