Can you configure a hunt group to present an 'Engaged Tone'? 2

[p26974]

Is there any way of configuring a hunt group so that where there is no availability of Agents within that skill, the caller will hear an engaged tone rather than hearing ringing as they currently do.

 

[dufus2506]

When you say, "engaged tone" what exactly is that?

A busy signal?

Ring with beep? (Call waiting tone.)

Busy is easy, the busy command plays that. Ringing is also easy. Call waiting tone isn't one of the options available.

There are not too many standard signals that can be played to a caller, but you could probably record any tone that you wanted and attach a music on hold player to play the tone that you want callers to hear.

Simply queue the call, and then use a 'wait' command choosing the announcement as the source the caller would hear.

I don't think I'd use standard announcement boards for that. The tones could confuse the board, and the last thing you want is corrupt announcements.

Carpe dialem! (Seize the line!)

 

[p26974]

Thanks for that Dufus

I basically require them to hear an intermittent tone rather than the 'ringing' that they would normally receive - just as they would if they were calling from a home phone and dialled a busy number.

Currently the only things that differs a call with nobody available, to a call which RONA's but doesn't get answered, is that a RONA'ing call has slight interruptions in the tone as the call trips to the next phone; meaning any caller being transferred waits on a line for X seconds until the transferring Agent reaslises that the call isn't going to be picked up. An engaged tone will at least give immediate notification that there is nobody to answer the call.

 

[assistu]

What kind of system/version do you have? If a call rings to an agent (before it even gets a chance to RONA) the caller will hear ringing. Once it RONA's it goes to whatever VDN (hence vector) that you've set in the Hunt group. They'd hear whatever you programmed in that vector.

Do you have automatic answer (zip tone) on?
Do you have multiple call handling on? If so, is it forced or on-request?

Or for that matter, do you even have call vectoring or are you using "call center basic" with just the hunt group?

The reason I ask is, that unless the only step you have in the vector is the "queue-to" step, a RONA'd call will only go straight to the next available agent if you are using CC Basic and don't have vectors.