Music on hold while ringing a line? 1

[surferx0]

Using a 3300 MXe on MCD 4.0 SP2. We also have Nupoint and a 6160 to utilize if necessary. We are using an external music on hold source.

It has been requested that calls to a certain phone number rings a group of otherwise ACD agents as a ring-all, not to their ACD path. However it was also requested that the caller not hear ringing the whole time while waiting for someone to pick up, and instead hear the recorded hold music just as if they were waiting in the queue.

Is it possible to configure this line, which I was planning on setting as a multicall key assignment, to play the music on hold while it is ringing? Or does this simply need to be a path in order to do that?

 

[LoopyLou]

Think it needs to be a path to suppress the ringback. Think even if you used auto campon it would still present ringtone to the caller.

The single biggest problem with communications is the illusion that it has taken place.

 

[Supernova99]

You can change the call re-routing 1st Alt to to a RAD which has a recording of 1 sec of silence, this will then force the call to go on hold and play the music source. Whilst continuing to ring the multicall key.

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[CharlesBr]

how will you program a multicall key on an ACD phone?

 

[LoopyLou]

You can only program a multiline on an ACD phone if its not the prime. The ACD agents prime extension can't be a mulitiline or key appearance.

The single biggest problem with communications is the illusion that it has taken place.

 

[CharlesBr]

Great, I thought once a phone was ACD it could not accept a multicall.. thanks!

 

[surferx0]

Thanks Supernova, looks like the call re-route to RAD provided the intended result, I had no idea it would continue ringing on the line like that.

As a follow up question to this, for the Call Forward - No Answer timer in the class of service options, how does the 3300 decide which timer to use when the line is a multicall key assignment and not something that can be given its own CoS?

 

[Supernova99]

It will always use the prime line CoS
Which gets a little confusing if you have different CoS on all the extns using the Multicall
It takes the CoS of the first extn you program the Multicall key on.



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