Annoucement on Group repeating

[twiSSt]

Hello -

I have a hunt group with queuing and announcment turned on, the caller hears the first annoucement at 10 seconds, then hold music and then in 20 seconds the second annoucement and the third in another 35 seconds. The last annoucement is "your estimated time to answer is 1 minute" and then they should hear hold music.

What they really hear is "your estimated time to answer is 1 minute" over and over until an agent answers the phone. Like a record skipping (for those of you that remember vinyl!)

Has anyone had this issue as well and if so what can I do to correct it?

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[kholladay]

What is the Next action of your prompt connected to?

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

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[sizbut]

You can help us help you with a bit more information. The IP Office only provides two announcements, the first (a Queued announcement) and the seconds (a Still Queued announcement), so clues as to how a 3rd has been added will help.

?What IP Office control unit and what level of software.

?What voicemail system.

?How was the 3rd announcement configured.

 

[twiSSt]

I'll give you the complete prompt:

Wait before 1st annoucement (seconds) 10
Play 1st announcement
Post annoucement tone Music on hold
2nd annoucement checked
Wait before 1st annoucement (seconds) 20
Repeat last announcement checked
Wait before repeat (seconds) 35
and then it loops back to Play 2nd annoucement.

Thats what I have in the Annoucements tab on that Hunt Group

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[twiSSt]

IPO version 4.2.11
VM Pro
There is no customization, just what the system has by default

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[kholladay]

VM Pro or Embedded? Based on what you said I would imagine VM Pro as your are playing ETA.

In your Still Queued action you should have a Generic or Menu (with a timeout) that plays your prompts or a ETA/Place In queue action. The next on those actions should not connect to anything.

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

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[CarGoSki]

Do you have the ETA action in still queued for the group?

 

[twiSSt]

VM Pro, the Still Queued action has two modules - Start Point and Queue ETA nothing else.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[CarGoSki]

So every thirty five seconds you hear the ETA action or repeatedly.

 

[amriddle01]

I assume you have VM Pro, look at that groups still Queued start point, what's configured in there?

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[kholladay]

Just to make sure you do NOT have the "Synchronize calls" option enabled under Announcements do you?

And to clarify you are saying that the ETA plays and immediately repeats over and over without delay?

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

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[twiSSt]

CarGoSki - I wish they heard it every 35 seconds, right now as soon as it finishes saying "your estimated time to answer is 1 minute" it says that again and again, no break

amridle01 - and others - We used the default Start Points and made no changes to it at all. I have two other groups using the same setup and have no issues

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[CarGoSki]

When you click on groups in vmpro and can see the entire list of groups in the right pane, is there a duplicate name?

 

[twiSSt]

the "Synchronize calls" option is not enabled and yes that is correct the ETA message play over and over without delay

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[amriddle01]

By default it does not give an ETA, someone has changed the Still queued prompt at some point.

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[twiSSt]

No duplicate groups
If the Still Queued prompt has been changed I have no knowledge of it being changed. The recorded voice is the generic female voice that ships with IPO

In the properties for Queue ETA -
General tab - Token Name = Queue ETA
Entry Prompts - blank
Specific - blank
Reporting - blank
Results - Next

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[CarGoSki]

Take out ETA to see if order is restored.

 

[twiSSt]

Removed the ETA and order was not restored.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[amriddle01]

What happened when you removed it? Did you save and make live?

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[CarGoSki]

I would run dbgtrace to be sure that the correct group is handling the call.