ACD Music in queue

[celledge]

I have an ACD and I would like to play music to callers while they are in queue. I have the MURT set to my music route and MOH works for incoming trunk calls, but not for callers in queue. They only hear ringback. In LD21, MUS is set to NO. Does this need to be changed? Also, I was told that I MUST have the call answered by a RAN before the caller can hear music in queue. Is this true? I don't have Symposium and I don't currently have any RAN devices.

Thanks!

 

[mluckie1]

You will need to purchase a RAN device if you want them to get music. The key is "On Hold" until the queue or an individual answeres the call it will only here ring back.

 

[celledge]

Thanks for the fast reply. Is there a way to use CallPilot as a RAN without Symposium?

 

[brewerdude]

The item you see in LD 21 (you actually program in LD 15) is for internal hold music. Generally, it's a good idea to set that.

LD 15 -> CHG: FTR_DATA
Hit enter until you get to MUS, enter YES and at MUSR enter the route for your music source.

Regarding the music for the queue - just create a RAN route in the PBX even though you won't have it hooked to anything. This will at least allow you to get to the hold music. Set FRRT to that route and FRT to 2

 

[celledge]

I already had a music route 105. So, I added it to my ACD. I get MOH, but no music in queue. Here is my DB:

TYPE TLST
TKTP RAN
ROUT 105
DES RAN1
TN 018 0 00 05 MBER 1 RAN1

TYPE ACD
CUST 0
ACDN 6021
MWC NO
DSAC NO
MAXP 5
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 105
FRT 2
SRRT
NRRT
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN ALL
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 0
TOFT 30
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 103
RTPC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5

 

[johnpoole]

any music or recording in que is from a ran, no the cp can't play music or recordings without a transfer to cp which takes the caller out of cue.. beset bet is a mica card or any other music source, a ran trunk to a music source will work, use it as the srrt and set a longer timer on it, yes you can use your moh ran

john poole
bellsouth business
columbia,sc

 

[sandyml]

celledge, the music prompt is MURT. I see you have 103 programmed on it; do you know if it is an actual music route? Also, FRRT is for the first ran (announcement) recording. You need to be able to reference an actual recorded announcement on a valid RAN route; that needs to play before music. FRT is the timer, you can set that down to 2 seconds.

Call comes in - no agent available - FRRT plays after FRT seconds, then MURT plays. If SRRT and SRT is configured, then you will have a message that will repeat periodically until the call is answered.

Hope that helps.

 

[johnpoole]

froa =yes does a force play even if agents are idle, used if you need to alert callers that they may be recorded..

john poole
bellsouth business
columbia,sc

 

[celledge]

Thanks for the posts. Yes, I do have a music route 103. SANDYML confirmed what another person had told me, that you MUST play a first RAN in order to receive music. I will try to get my Interalia hooked up now..

Thanks again for the help!

Chris

 

[mluckie1]

If you are using an Interalia follow the setup for ,I think, Auditron. You will need a NT8D14 (Univ. Trk.). Also if you set FROA, first ran on arrival, to Yes you should not hear ringback.