A queue question

[alberton]

Hi,

I have a question about my hunt-group queue processing.
When the call is queued first the caller hears the first announcement. After this I have added MOH for 20 second and then repeat the same announcement continuously.

My problem is that after the call is waiting 60 seconds in queue the caller just listens silence, no MOH or announcements, just silence after being queued for 1 minute. I don't know why that behaviour, because I'd like the caller hears music and announcement during all the call life in queue. Is that posible? Why does the caller only hear silence after 1 minute?

Any help will be appreciated.

 

[Bas1234]

What version of the IPO and VMPro, or are you using EVM?

___________________________________________
It works! Now if only I could remember what I did...
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[kholladay]

Do you have a voicemail answer time specified at 1 min perhaps?

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"If it worked the way it should you wouldn't need me

 

[alberton]

Hi,

My IPO version is 4.1 and my VMPro I don't remenber.
I have not voicemail settings for that hunt-group.
The process is: the call access to the VMPro just to hear the welcome announcement and then is transfered to the Hunt-Group. The hunt-group has a queue where first launches a general waiting announcement and then MOH (internal) for 20 seconds and repeats again the announcement and MOH.

My problem is that after 1 minute queued the caller only hears silence up to some of the agents picks the call up.

I need some advice. Thanks in advance.

 

[jamie77]

Does your MOH actually work??? Dial and extn from your mobile and put it on hold to confim if MOH is working properly.

On the group itself, do you have q'ing and announcements (Different tabs in the group) ticked????

When the call is transferred to the group from the welcome message, is that an Assited Transfer or a Blind Transfer. It should be Blind.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[alberton]

Hi Jamie77,

The MOH is working, in fact it works all the first minute in queue.
I have the queue and announcement tabs ticked.
The transfer in the VMPro is a Blind transfer. The call remains in queue if no agent is available hearing the announcements and MOH up to the first minute. Then just silence.

I really appreciate your answers.

 

[alberton]

Thanks all for your answers.

I solve it unchecking the field "Syncronize calls" from the Announcement tab.
I don't know why with this field ticked the calls in queue hear silence after a minute. Science misterious.

 

[brainey1]

If is 4.1.9, there was a problem with the queue. I had to upgrade to 4.1.12 to fix it.