MOH or Ringing tone for Auto Attendant

[alnewman]

Hello
I have setup ans Auto Attendant with 4 options with ACD behind each option. It plays the RAD message saying what the 4 options are but when a caller decides on their option and presses the key they nothing (quiet).I have want it to play MOH or the caller to get ringing bit can not get it to work.
This is on a 3300 7.1r2.

Can anyone point in the right direction to achieve this. They customer would prefer ringing but later would like the option of MOH.

 

[alnewman]

Hello All sorry for all the bad spelling and the bad english.
Should read
I have setup an Auto Attendant with 4 options with ACD behind each option. It plays the RAD message saying what the 4 options are but when a caller decides on their option and presses the key they hear nothing (quiet).I want it to play MOH or the caller to get ringing but can not get it to work.
This is on a 3300 7.1r2.

Can anyone point in the right direction to achieve this. They customer would prefer ringing but later would like the option of MOH.

 

[kwbMitel]

More Details Please

System Type: 3300 or 200 or other
Software Revision

AutoAttendant
- Using Multilevel Menu Node on Embedded mail?
or
- Embedded Mail using single digit transfer mailboxes
or
- SX200 using Hunt Group AutoAttendant and assoc RAD
or
- Some other configuration







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

 

[alnewman]

Hello kwbMitel

It is a 3300 CXI running 7.1 UR2
The auto attendant is setup via the ACD Path Assignment and with the Path Interflow Dialing List Assignment. The caller is greeted with a RAD message.

As before when the caller chooses their option it goes quiet but I would like the caller to get ring until the agent picks up the call.

 

[kwbMitel]

Sorry to be a pain but more questions.

Am I correct in assuming that there are no actual ACD agents and that you are just usin this functionality as Autoattendant.

What happens to the caller when they make their selection. Does the destination ring and can the call be answered?

What happens if the caller does nothing?

Might help if you are very specific.

Caller presses 1 hears nothing but ext 1234 rings and the call is answered for example.





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

 

[TheMitelGuy]

In the next release you will be able to change the COS of the answering device, so when it transfers, either ringing or MOH is used.

For example is Jack answers the phone and has MOH enabled for Transfer, when he transfers the call to Jill the caller will ONLY hear MOH, and not ringing.

Now if Jill has MOH disabled for Transfer, when she transfer the call back to Jack, the caller will hear ringing.

Due out shortly folks...

 

[alnewman]

kwbmitel

No problem with questions.
I'll try and explain.
Call comes in. We have a dummy ACD path which play the RAD message and the caller then makes their choice. After thsi it goes to another ACD path with ACD agents in each of the paths.
The phones ring on all of the choices with no issues there. The problem is the the caller gets silence once the choice is made. I have added comfort RAD messages saying things like "thank you for holding blah blah blah" which do play after the set timer but this does not play straight away and some of the callers are hanging up and not waiting until an agent comes free to take the call.
I have inherited the setup so am trying to work all this out and banging my head against a brick wall.

 

[kwbMitel]

Weird,

I definitely would expect ringing returned to the caller as soon as the call is transfered to the queue.

Do you have the option to shorten the wait time before the first RAD plays? Does not solve the issue but might prevent hang-ups.

At the point you are at I would probably be calling Mitel Tech Support.

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

 

[tilf]

The reason you are getting silence is that the call is effectivley placed on hold once a RAD has been played, you need to upload something to play as a wav file.

 

[alnewman]

Hello tilf

I would be grateful if you could upload or pass on a URL where I could get this wav file.