Ringing tone for UCD Groups 1

[Nicowyow]

Hi all,

I own a Hipath 3750. I never had a course or whatever in using it so the problem I am having might be to easy for you people.

I made UCD groups so incomming calls will only be directed to agents who are logged in. When someone makes a call to us I want them to just hear a normal ringing tone. But when using UCD groups they will hear nothing, just silence.

In manager E it is posible to turn on Music On Hold, with ringing tone. People then do hear something when they make a call to us, but it's some cheesy mozart bleepy music which sucks.

Is there anyway to just have a normal ringing tone for the ucd groups, just as for normal groups/hunt groups?

Thanks a lot
Nico

 

[donb01]

I guess this doesn't answer your question, but I know that you can hook up an external music source, announcement devices, etc, to analog ports and then you can tell the system which ones to use for which purposes. When you assign the music or announcement devices you can tell it how many primary ring cycles there are and how many secondary, etc based on time (generally 5 seconds per ring cycle). So in my case, if I wanted the caller to wait 6 rings before the first announcement kicks in I would set my primary ring cycles to 30 seconds. I beleive you can set the ring cycles up to some number around 300 seconds (about 5 minutes or ringing - or music or whatever) before the call will have to go somewhere else.

Generally the whole purpose of the UCD application is to get the call answered giving the appearance of good customer service, and then explain the reason for the delay to the customer, providing reassuring music, advertising, etc while they wait. Having the phone ring forever would kind of defeat the purpose because the customer would just get pissed because you are not answering your phones and hang up and call back. Then they will eventually tire of the whole thing figuring you are closed or whatever and call someone else for your product or service.....

 

[Nicowyow]

donb01,

thank you for the anwser. But I kinda figured that out already, its just that I do have an announcement device, but i cant configure it to ring 3 times and then pick up the call. Here's my config:
1. send call to ucd group 1 (is send to people who should pick up the phone who are available)
2. after 3 times ringing, send call to announcement device
3. announcment device tries to send call to ucd group again

everything works just nice, but at step 1 people just don't hear anything, so thats where i want the ringing tone.

I could just make ucd group 1 a forwarding group, but then i got phones ringing all over the place, which irritates most people a lot.

any other suggestions how to solve this?

 

[donb01]

Here is how I have mine set up. Sorry the text wraps. The first part is my "UCD Groups" section (may look a bit different than yours:

Group 1 4 Cycles 3 Cycles 5 No cyclic 600 13
Group 2 120 Cycles 3 Cycles 6 No cyclic 600 13
Group 3 120 Cycles 3 Cycles 6 No cyclic 600 13

The second part is the "Group Parameters" - this is where you assign the devices and how much time the person listens to that device:

Index 1 Device 1 1 Cycle
Index 2 Device 3 5 Cycles
Index 3 Device 2 1 Cycle

So if you take my example (all devices for groups are set up the same) you look at group 1, giving you 4 rings and then it plays "Device 1" for 1 cycle. Device 1 is an announcement device, so the length of 1 cycle is the length of the message. Device 1 says "Thank you for calling Widget World - someone will be with you shortly, blah blah". Then it switches to Device 3, which is defined as my External MOH source and plays it for 5 cycles, which is about 25 seconds of music, and then it goes to Device 2, which is another announcement device that says "The person you have tried to reach is still on the phone... blah blah". The system is set up so that Index 1 is only played once (the initial greeting) and then it cycles between Index 2 and 3 (music and continue to hold message) until the "Overflow Timer" value is reached - which I have as 600 seconds (or 10 minutes), after which the call MUST go somewhere else. In my case, if a customer has waited 10 minutes for help I have the overflow destination set up to go to an announce only voicemail box that apologizes about extremely heavy call volumes and asks the person to please call back or leave a message.

The overflow destination is set up by creating entries in the call destination list for #201, #202, #203, etc (each UCD group), and then assigning the forwarding destination for the DID (or internal) extension number you assigned to each calling group to the appropriate call destination list entry.

Hope this helps a little. It took me a while to get it, but it's kinda easy once you figure it out. I think your problem lies in the number of ring cycles you have set up.