Call Answered

[Qey]

I currently have a service provider porting calls for us - and we are looking into using them as a blanket call recording solution. Problem I'm having is if calls that are scripted using symposium have any instance of "music on hold" or broadcast announcements our provider see's that as an answered call - so from a 5 min call 3 mins could be music or messages - I've taken them out of the equation with just a straight queue to skillset and the recording starts on agent pick up - is there any way of playing music without the switch giving the impression that its answered the call ?

rambling in desperation as always

Q

 

[pdulfo]

It may be possible to get your provider to limit the number of concurrent calls they present to you. This way you can control things at your end a little more.


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PDulfo aka pdiddy

 

[Qey]

Thanks PDulfo - thing is we can queue from our switch and have the capabilities to handle the peak volumes - music on hold is a nice way of giving customers some marketing spiel without the dullness of plain old ring back - it'd be nice if there was a way that the switch didn’t give the impression of being answered.

and at a guess our provider would more than likely charge to queue calls at network level