Technical Support tips on Queue

[wookie924]

We have an IPOffice 412. Right now there is an external CD player playing our music on hold.
Our old phone system was a small NEC pbx, but we had a 3-port MOH source. We have three queues. We have our main line, our basic tech support line, and our premium tech support line.
We used to be able to have different music playing for each queue. The reason for this was we could record different tips applicable to the queue being called.

All that to say, my question is, how could we have tips playing for our customers waiting in queue, but have those tips be specific to the queue they are in. Is this possible? It seems like our old way with three different CDs is, as multiple MOH sources is not possible that i know of on the IP Office 412.

thanks

 

[intrigrant]

If you use VM Lite(free!)/Pro(very powerfull) you can use repeated messages to each individual group when callers are in the waiting queue.
no theoretical limit to the number of groups.
VM Lite has max 4 ports, VM Pro up to thirty depending on the system.

 

[wookie924]

We have VM Pro. i have thought of using it to provide messages, but i guess i don't know quite how to implement. like, can it be a series of messages, and, after they hear it, can they be deposited back into the queue in the same position they were before? or do they start over at the end.

thanks in advance

 

[crashtest1000]

While in Queue you have 2 messages the Queued mesaage and the still queued message.

You have different messages for each queue and the person in the queu dosen't leave the queue while lissening to the message.

Have a look at the voice mail pro exercises in the Engineers docs it may help

 

[aeverson]

I recently submitted this a feature enhancement to Avaya. I hope they implement it because its a valuable enhancement to call center customers. Something else that would be nice would be the IP Office supporting MP3's so that the internal MOH file could be longer. 30 seconds of looping music is annoying.

 

[wookie924]

Yes, thank you. It would great to have mp3's (a different one for each queue), but even just being able to have different music sources, like a cd player for each queue, would help a ton.

 

[JeSTeROCK]

Speaking of MP3's, we have one of our customers setup so that the voicemail-email sends as an mp3 attachment

 

[hohumIPO]

how did you acheive that JeSTeROCK?, would be interested to know

 

[JeSTeROCK]

Using SMTP sending to qmail which has a script which changes the wav into mp3 and sends to the appropiate mailbox