Embeded MOH on ACD Path

[Volguy7]

I have 3 paths in my queue. I'd like to be able to play music while a caller is enqueued, but I don't want to connect an ARD to an ONS port. I already have MOH setup. Is there a scenario which I can use the embedded MOH or even create another embedded audio source for this purpose?


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You can't fix stupid, you can only work around it.

 

[nytalkin]

system? s/w?

NO GOOD DEED GOES UNPUNISHED!

 

[kwbMitel]

If you have a 3300 with fairly current software no prob.

Because you mention an ARD on ONS I suspect you have a 2K and the answer is probably no.

GIGO

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

That would be helpful. 3300 MXe, R.7.


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You can't fix stupid, you can only work around it.

 

[Volguy7]

I mean LX, R.7. (Got it confused with another controller I have). Thanks.


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

I suggest you look at the System Audio Files Update Form. You can upload (depending on system type)up to 64 independant MOH files and assign them to the Paths as you see fit.

The information below is in the Help files embedded on the 3300.

The audio file must be in the following format:

WAV, A-law or m-law (G.711), 8 kHz, 8-bit, mono.


LX with 512 MB (1400-user controller)
16 MB
32 Min
64 Files

MX/LX with 256 MB
8 MB
16 Min
16 Files

CX/CXi
4 MB
8 Min
8 Files

AX
2 MB
4 Min
2 Files

MXe
8 MB
32 Min
64 Files

MXe Server
8 MB
32 Min
64 Files



*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

Thanks, perhaps I should clarify more. I have uploaded both the MOH file (which works, I have embedded system MOH) as well as a file into the Audio Source ID 1 spot (since I can't use 0 for the ACD). What I would like to do is play 1 RAD greeting (which is already recorded and working) when a caller first enters a path, and then play music until an agent answers. I cannot figure out how keep the music going until an agent answers. I get my RAD, several seconds of music and then rings until an agent answers.


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You can't fix stupid, you can only work around it.

 

[kwbMitel]

My guess would be that your ACD path is not set up correctly.

Most likely it is interflowing to another path.

A standard setup will play MOH to the caller until an agent becomes free.

Try disabling Interflow and overflow and see what happens.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Volguy7]

I have 3 paths:
200
201
202
Both 201 and 202 have a Path Unavailable Answer Point Directory Number of 200. On each of the 3 paths, Interflow enabled is set to NO. I don't see a Yes or No for Overflow, but nothing is configured for the Overflow Agent information. For the Path Assignment, I went ahead and pasted in the entire configuration.

Priority 64
Primary Agent Group ID 900
Recording 1: Delay to Start Time Minutes 0
Recording 1: Delay to Start Time Seconds 03
Recording 1: Directory Number 667
Audio Settings
Audio Source: Embedded
Recording 1: Embedded Music Source 1 - QueueHold
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
Recording 2: Directory Number
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
Recording 3: Delay to Start Time Minutes
Recording 3: Delay to Start Time Seconds
Recording 3: Directory Number
Audio Settings
Audio Source: None
Recording 3: Embedded Music Source
Recording 3: Alternative Recording Device
Recording 3: Path Interflow Dialing List
Recording 3: Release Digit Receiver After Recording No
Recording 4: Delay to Start Time Minutes
Recording 4: Delay to Start Time Seconds
Recording 4: Directory Number
Audio Settings
Audio Source: None
Recording 4: Embedded Music Source
Recording 4: Alternative Recording Device
Recording 4: Path Interflow Dialing List
Recording 4: Release Digit Receiver After Recording No
Repeat Last Recording Enabled Yes
Last Recording Repeat Interval Minutes 0
Last Recording Repeat Interval Seconds 00
Overflow 1 Agent Group ID
Overflow 2 Agent Group ID
Overflow 3 Agent Group ID
Interflow Enabled No
Interflow Time Out Minutes
Interflow Time Out Seconds
Interflow Point Directory Number
Allow Overflow to Interflow Before Time Out No
Path Unavailable Answer Point Directory Number 582
Path Real Time Events Enabled Yes
Interflow To This Path Uses This Path Priority No
DTMF Receiver Unavailable Action Play RAD
DTMF Receiver Unavailable Answer Point Directory Number
Primary Agent Group Overflow Timer Minutes 54
Primary Agent Group Overflow Timer Seconds 00
Primary Agent Group Predictive Overflow Average Call Duration Minutes
Primary Agent Group Predictive Overflow Average Call Duration Seconds
Primary Agent Group Remote Agent Group Priority
Primary Agent Group Remote Agent Blocking Timer 60
Overflow 1 Agent Group Overflow Timer Minutes
Overflow 1 Agent Group Overflow Timer Seconds
Overflow 1 Agent Group Predictive Overflow Average Call Duration Minutes
Overflow 1 Agent Group Predictive Overflow Average Call Duration Seconds
Overflow 1 Agent Group Remote Agent Group Priority
Overflow 1 Agent Group Remote Agent Blocking Timer 60
Overflow 2 Agent Group Overflow Timer Minutes
Overflow 2 Agent Group Overflow Timer Seconds
Overflow 2 Agent Group Predictive Overflow Average Call Duration Minutes
Overflow 2 Agent Group Predictive Overflow Average Call Duration Seconds
Overflow 2 Agent Group Remote Agent Group Priority
Overflow 2 Agent Group Remote Agent Blocking Timer 60
Overflow 3 Agent Group Overflow Timer Minutes
Overflow 3 Agent Group Overflow Timer Seconds
Overflow 3 Agent Group Predictive Overflow Average Call Duration Minutes
Overflow 3 Agent Group Predictive Overflow Average Call Duration Seconds
Overflow 3 Agent Group Remote Agent Group Priority
Overflow 3 Agent Group Remote Agent Blocking Timer 60



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You can't fix stupid, you can only work around it.

 

[Volguy7]

Actually, I think I found it. I was specifying a MOH source when I should have left it blank. Apparently, if you leave it blank it will use the System MOH. I"m still testing.


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You can't fix stupid, you can only work around it.