MoH 3300 MCD

[danramirez]

Hi Guys,

One of our customers (3300 MXe III - MCD 6.0 SP2) has got the following requirement:

When callers are put on hold they should listen to MoH but the audio file should be played from the begining. This way they can advertise new products and every caller that's put on hold will have the chance to listen to advertisement audio from the begining.

I don't think this can be done with the embeded MoH on the 3300, but I'd like to hear your comments...

Any Ideas? Any sort of external Music on hold device? Anything like a MoH Hunt Grout that can be configured on the 3300?

Honestly I haven't checked the help online yet but I'll have a look anyways.

Cheers,

Daniel

http://www.hatkana.com

http://www.wtelecom.com

 

[kwbMitel]

Time to set some reasonable expectations

Music is a common source. To expect it to dynamically detect the moment a call is put on hold for each and every call and play accordingly is not reasonable

Also, i'm sure the customers would rather talk to whoever they are calling. If I ever suspected I was being left on hold to hear advertising I would call the competition and see if tgey wanted my business instead

**********************************************
What's most important is that you realise ... There is no spoon.

 

[danramirez]

kwb, thank you for your reply. I agree with you, but this is a customer requirement, they have recently replaced their old Aastra/Matra PBX by a Mitel MXe. They where just wondering if they could have it as in their old telephone system.

http://www.hatkana.com

http://www.wtelecom.com

 

[kwbMitel]

I have never heard of a system being capable of doing this. Are you sure they're not yanking your chain?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[sarond]

I experienced this the other day.
We are also an Aastra Dealer and when we had a system on the bench we found that if you put a call on hold (embedded) it would start the audio file from the beginning.
If a second caller was placed on hold they would just come in wherever the first call was (so it is a common source).
I can only assume it is to save on resources, why play an audio file if no-one is listening to it.
This was on an Aastra A470.

 

[kwbMitel]

@Sarond, That makes more sense in the operation. It explains why the customer might believe it worked that way for everyone as it is doubtful they ever tried to test with more than 1 simultaneous caller on hold. The amount of resources required to play individually to each caller is cost prohibitive for something that should be rarely used. Thanks for the insight.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Waldosworld]

If licensed and not using the embedded voicemail to capacity set up some ports as RAD's.
Direct caller to a ACD express group that allows access even if no agents logged in, set up timers accordingly to play the RAD then interflow after the RAD to where the call would then be answered.

Way back had a customer that sells tickets and no caller reached an agent without listening to the message they recorded.
Will not get into details but they're sales increased and monitoring reports found that magic wait time.

 

[danramirez]

Waldos,

The question is, will the call return to the same extension that sent the call to the path? or always to the interflow DN?

It is important that whichever extension that sends the call to the path receives that call back.

Regards,

Daniel

http://www.hatkana.com

http://www.wtelecom.com

 

[Waldosworld]

It will go to the interflow number.
In that scenerio you would require a path for each user transfering the call and interflow back to them.
If the recording is the same they can share the RAD's for the paths.
Note call volumes and length of message will determine the number of RAD ports required.

ie user 1 receives call transfers to they're path, caller hears RAD then after interflow timer back to user 1.