ACD queue with music - no RAN

[oceanSD]

Looking for a workaround - you've seen the scenario before, but I couldn't find a definitive solution...

call hears "please hold for the next available operator" in a call pilot application and is then routed to a queue.

caller hears ringing until an operator is available.

customer wants caller to hear music, but they do not have a ran and don't want one (especially just to provide a couple of seconds of silence).

There is a music route built and assigned to the queue. Anyone know of a workaround to get music while the caller is waiting?

 

[trvlr1]

Callers will only get music when they are in the queue, not while it is ringing at an agents desk waiting for them to answer. Can you confirm which scenario is correct?

 

[StoneColdphoneman]

To my knowledge you have to have ran first before the music or if you have Symposium you can play music with out IVR or Ran playing first.

 

[oceanSD]

If only one agent is available and on an ACD call, then the next caller hears ringing until the agent is available to take their call...that's what we're trying to avoid.

I see in the ROA block that there is an option for WAIT to be RGB MUS or SIL, but I don't think that will affect a queue. I'm getting ready to build a "dummy" RAN route and see if that will work...

 

[Reusser]

Have to have a RAN 1st and then will play music. A dummy RAN will not work as the system need to see the correct control signals from the RAN device.

 

[oceanSD]

hmmm... ok, so does anyone have suggestions for another configuration?

I've got 2 to 3 operators taking the auto attendant "zero-out" calls. The issue is that they are also have people in front of them at the window as well as another line they call out on to make appointments... the callers are hearing the "please hold for the next available operator" message, then ringing and are hanging up and making complaints that their calls are never answered....

I'm thinking they may just need to go to a few MCR keys that FNA back to another call pilot application that plays "all agents still busy" and spits them back out to the MCR key again.... yuck! but it might work........

 

[johnpoole]

does that route have a trunk? add an analog trunk and use a cd as imput..

your trying to work around bad management

customer wants caller to hear music, but they do not have a ran and don't want one

offer to have the callers hit a conf bridge so you can sing to them

john poole
bellsouth business
columbia,sc

 

[oceanSD]

which route? they don't have any RAN broadcast licenses on top of that... good grief. the music route works beautifully... trying to work around the whole "gotta have a first ran before music will kick in" thing... pain in the rear!

and no, no singing here!

 

[oceanSD]

just an update on this one... we ended up overflowing to the callpilot acd queue and creating an application that allowed the caller to return to the main auto attendant menu application, dial by name or try the operator again... yes, it puts them at the back of the queue, but the customer seems happy that at least the caller "gets somewhere"...